My complaint:
I had a horrible experience at the Marriott at the Christiansburg, VA location. I tried to call the manager but of course she did not answer or have voicemail set up.
A few minutes after checking into our room, I was verbally assaulted on the phone and in person in the lobby by the front desk staff. I want lobby recordings reviewed and I certainly hope phone conversations are recorded. The employee’s name is Sherry. From the beginning I did nothing wrong except have a 3 year old in the room so we were probably making some noise as he was winding down for the night and I was called twice about it and she was aggressive and rude. She said I would be asked to leave if we made any more noise and was very demeaning and hateful about it. So I went down to tell the front desk that I wanted to check out and she waved her arms towards the door and yelled at me to “get the hell out”. I cannot believe how unprofessional she was. I was so upset that yes I yelled back at her. Then she called the police. Are you kidding me??? For a toddler making noise? I never threatened her or intimidated her. I don’t even think I used bad language. If the lobby tapes are reviewed that can be seen.
I know it won’t happen but Sherry needs to be fired. I will be following up with this and I will not be letting this go. I have never been treated so badly in my entire life. The police officer wouldn’t even hear my side or let me speak because he wanted to show his authority and take her side without knowing any facts. Sherry also wouldn’t even let me speak and kept interrupting me. She also lied when she said it wasn’t her who called me when I recognized her voice AND she lied when she said she never said she would ask me to leave if we didn’t stop making noise. She said it was me who called them? Really? That can also be proven because she called me twice. I only called back after I decided to leave but then she hung up on me and wouldn’t let me finish speaking.
The biggest thing is that from the first phone call she was rude. She didn’t politely ask me if we were making noise. She accused me (her exact words were “we received a call that you are making too much noise and I know it’s you because you’re right above them”) and demanded that we stop. So from the first phone call I was on the defensive. Anyone would be. What happened to customer service? I realize that it is very hard to hire and keep people right now but why would you want someone like that working for you? Wouldn’t it be better to be short staffed?
This was inexcusable behavior and has ruined my trip. Oh and by the way, her behavior caused me to have to get back on the road with a toddler with no hotel reservation at a late hour. Deplorable customer service.
And now of course I cannot leave a review on your site because she canceled my reservation. Imagine that. Also proof of her dishonesty. She doesn’t want the truth to be online. Well it will be. I will still leave reviews on Facebook, Twitter, google, Expedia and anywhere else that I can.
Suggested solution:
Fire Sherry. It is the only thing that can possibly make the situation better.
