I'm a blogger on Marriott, Trip Advisor and Social Media (FB and twitter), for all the great things Marriott has been and for any poor accommodations. First of all, we felt in love with Marriott Plaza. It's a beautiful, relaxing, convenient for our needs when we stay there in April. This year was totally an unpleasant one. I am a Gold Member but never once were we ever treated like one or even recognized as one. Upon arrival we were informed we could not get any room keys due to their system currently down and "just go upstairs to your room and someone would be up there to let us in". At first, we thought okay no big deal, things happen. A front desk agent showed up and escorted us into the room. She informed us we had no wifi which we knew that would impact my husband and trying to take care of our business emails but she did state they were currently working on it. We left to attend some festivities and returned AT&T system still down at 10:30pm and wouldn't be up till the next day. So now that only meant my husband had to travel to our Military Base 45 mins away to handle all emails. Huge inconvenience. On that evening around 10:30pm we stopped to pickup our room keys and sure enough both keys weren't working to get into our room on the 6th floor, so here we go down to informed them and they reactive keys. We went upstairs to our 6th room, one key worked and the other didn't. We were too tired to let them know about one key not working again. So the good key my husband took with him while he went to look for some ice, no ice available in the 5th floor so then looked for ice in the 4th floor concierge but had no access with the good key to find ice, apparently he found ice. Now the morning of the 23rd I went to concierge level to go have breakfast, sure enough my room key that was given to us would not allow me to go in. I had no access now on day two. So no breakfast for that morning since I went at 10:15am and it would be shutdown at 10:30. Went back to my room with the Good Key and sure enough key wasn't working at this point I had no option to go to the lobby and get another key. That same day an event was occurring some sales reps invited us to attend. That was very nice and so were the sales reps. We started telling one of the reps what had occurred he apologize and offered to give one of my guest that I had invited and booked and paid for their room and wanted to return on Friday they could extend their stay with the same current rate. Thank you much greatly appreciated. Because one of the front desk managers (Nicole or Nikki) surely was very frustrated and knowing everything that already had occurred was not willing to help us out. Well sure enough after all this our TV kept losing signal and would go out, an engineer went up and stated he couldn't find anything going on. He said if it continues just to call downstairs. We were there for 5 days and it happened everyday. We gave up! The pool was dirty Told the front desk and said they would get someone to go clean it. Day 3, Day 4, Day 5. A total of number of times 17 TIMES our keys wouldn't work, 3 attempts to concierge. 2 missed breakfasts, one manager with an attitude, one asst manager said "it's excepted" our respond was to her comment but this many times is really uncalled for. One employee who was ever nice to us stated she was called in on her day off, and she felt our frustration and a front desk rep who tried using her master key to the concierge couldn't even get in yourself. But after all of things she offered 3000 points (my thoughts really!). Lastly forgot to mention I finally had to contact Marriott Customer Care I believe it was day three our bed sheets were never change and wonder if they were ever change before we checked in, I informed the customer care was already was too embarrassed to even complain and exhausted to mention anymore to front desk. We never got upgraded, nor concierge access. I address this to your hotel as I mention we love the location and surely hope this doesn't happen to anyone and doesn't happen again for next April. It's just ashamed that one of Corporate offices is San Antonio and this occurs here. Whereas we travel around the world and treated with respect and happy they have us as customers. Why is it International Marriott's go above and beyond? I do have pictures of TV not working, dirty pool if needed
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- Also Known As:
- Marriott Plaza San Antonio Hotel San Antonio
- Marriott San Antonio
- San Antonio Marriott
- Marriott Plaza San Antonio Texas