We arrived on Good Friday exhausted and sore after spending the day clearing a lot up north. We chose this hotel because it has rooms with Jacuzzis and after a long day of hard work we were looking forward to spending some time relaxing. The staff was attentive and courteous throughout our stay but when we ordered a bottle of red wine for our dinner it became nothing less than a fiasco. The young girl who was waiting on us in the bar had no idea where to find the wine even checking the fridge for our pint noir. After about 20 minutes we were told the manager was not there and they needed to wait for him because he was the only one with a key, mean while our food was arriving and in the interim no one even asked us if they could get us something else. I suggested if they had an open bottle of red we could share a glass until the bottle arrived, they found an open bottle of merlot and poured us a glass. Finally about 30 minutes into our meal they brought us a bottle of pinot but a much cheaper one than the one we ordered and not very good. I asked them if they had something else (I'm obviously a glutton for punishment) so the young girl without saying a word took both of our poured glasses and dumped them in the sink and took the bottle away. Hey it was terrible wine but better than nothing, so we continued to wait. Mean while we finished our food so I left my girlfriend to wait while I went to get the Jacuzzi started when I returned the manager was there with a new bottle of wine, one that I know is very good and probably sold for more than I paid for the meal including the wine. He tried to explain the reason for the issue was the hotel and restaurant were separate, I stopped him and told him I didn't care. It's not the customers problem how the business is structured, I'm staying at a Marriot and the restaurant is in the Marriot.
So the take home was this; the people overall were attentive and well meaning but poorly trained, this is a management issue. I know it was a holiday weekend and as my girlfriend said "the practice squad got stuck working". But this is a Marriot where I expect more, especially since I'm paying Marriott prices. In the end we enjoyed the wine and got a great nights sleep. Oh and one more thing in the morning at about 9 AM I went down to the café and asked for another cup of coffee but the kid said he just through out "all he had left" because he thought no one else would want coffee. Hey at least he was nice about it.
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- Also Known As:
- Courtyard Concord Hotel Concord
- Concord Marriott
- Concord Courtyard