r/marriott

As the title says, I was staying at the St Regis Bal Harbour and had a $6k item stolen from the room while we were staying there. I brought the issue up with Managment who politely told me to pound sand. I filed a police report the same day. The item was not in the safe and I am extremely confident it wasn’t lost but instead stolen.

FL law is very narrow for what they are legally obliged to cover.

Has this happened to others? Not sure what I was expecting to happen but it felt very violating for such an expensive resort.

Ambassador Elite if that matters.

I've hesitated to post about this incident that happened earlier this year, but I've decided it might be worth sharing.

My wife and I stayed at the Sheraton in Downtown Brooklyn for a few days in February. She was going to a multi-day event in town; I decided to tag along and work from the hotel while she attended the event. We were staying at this Sheraton for a few days, then shifting to a hotel in Williamsburg for the last few days of the trip. I'm a Titanium Bonvoy member, so I was able to secure late checkout for us while I worked in the lounge on the day we were changing hotels.

At around 12:30 p.m., I returned to my room to make sure the key worked (I've had problems at other hotels with confirming late checkout at the front desk and then still having my key stop working after normal checkout time in the past), and discovered that it, in fact, did not work. I went back down to the front desk and had them re-program it. Returned to the room, entered, and found that all my belongings were gone. The room had been cleaned, and the bed was made.

I went back to the front desk and told them what happened. They made a call and someone from the housekeeping staff came out a few minutes later. I explained the situation, and she walked off. Several minutes later, she returned with my suitcase (which I had luckily already packed) and toiletries bag (which I hadn't and was understandably haphazardly packed). I told her there were several other items: a scarf, leather gloves, a small travel valet caddy, and some cheese we'd gotten at Murray's. Fortunately, because I had been working, I had my laptop and coat with me, and I'd put on my wedding ring before I left the room.

She left again and was gone for a decent bit longer. Eventually, she returned with a Ziploc bag that had some Hot Hands packages in it. Those were, in fact, mine, but they were the least of my concern. She said she couldn't find anything else.

The lady at the front desk seemed very understanding and said she'd talk to her manager when he arrived the next day. She gave me her card and encouraged me to email her an inventory of what was missing. I told her we were in town for a few more days, then reiterated in my follow-up email that I was happy to swing back by if they found my stuff in the next several days.

After one response, she went quiet despite multiple subsequent emails. Nothing was ever recovered. I sent one final email summarizing the situation on March 1, and I got no response. Marriott corporate eventually gave me some number of points as an apology.

I share this story just as a warning to guests, I guess specifically at that Sheraton but perhaps also just generally. Maybe I should have re-confirmed my late checkout with the front desk again that morning? Or worked from the room just in case? Not sure. But know that your keys not working isn't actually the worst thing that can happen if you think you have late checkout.

Does anybody recommend this hotel for a first timer in Canada? I plan on visiting in December, no car.

We did a family trip to the Amelia Island Ritz Carlton with our 1 year old for 4 days in October.

Check In: valet parking is required, our son got a little lion plushy though! We had asked about early check in the day before and were told we could book it for $120, which we did. The other family we were traveling with chose not to (we told them their daughter could nap in our room if need be) and their room was ready 3 hours early. So probably a waste of money but oh well!

Pool: waiters walk around to take your order for drinks and food. They do have a kids menu! Kids under 2 eat free. Very nice to not have to get the kids dressed and ready for lunch, and just have lunch poolside. There are coolers all over the pool deck with bottled waters on ice. They have towels available for you.

Beach: it’s a bit of a walk over the dunes- but oh my gosh it’s beautiful. You get 2 chairs and an umbrella and towels!

Coast: open breakfast lunch and dinner. Great offerings! Lots of egg free options at lunch and dinner which is great due to my son’s allergy.

Coquina: the food you order from the poolside servers come from here and was delicious. Corn tacos, market fish sandwich, Cuban, tuna bowl, all incredible.

Tidewater: a little overwhelming for our kids. TVs with sound on everywhere. They didn’t seem prepared when we asked for high chairs. Amazing food though! The desert trio was incredible, as were the Brussel sprouts.

Lobby Bar: my husband had some sushi and said it was delicious. They also have servers who walk around here, and live music!

Activities: we tried to rent bikes, and had some issues. It cost $50 to rent a bike with a child seat from their 3rd party they work with as they don’t provide them. The child seat we were given was soaking wet so our son wasn’t the most comfortable. The bike path were were directed to was along a highway so perhaps not ideal for someone with a small kid!

2 families with 1 year olds on slightly different nap schedules meant we didn’t leave the hotel much- we did 2 meals in downtown Fernandina at the Patio(amazing) and Salty Pelican (fine.)

Overall a nice stay! I know when traveling with kids I love to know stuff in advance so hopefully this helps someone out.

We’ve been on a tour for over a week in Spain that promised 4 star hotels. They’ve been hit and miss. The bathrooms aren’t logical, some don’t have coffee, most don’t have robes. Not to sound like a princess but I’m happy to have landed at the Westin Cuzco hotel. It’s a nice way to end the trip.

Misery loves company at this hotel. Do not stay here. The front desk staff is abysmal. The room furniture is decrepit with stains that look baked in for years. The rooms smelled moldy & musty. Read through the most critical reviews.
We called various times prior to arrival to confirm the reservation since the booking was made through a Marriott employee & because we would be traveling with a dog…this is supposed to be a pet friendly hotel. We were assured everything was in order.
The front desk staff does not wear uniform or name tags here. We were checked in by a woman in her 40s with tattoos & glasses. Suddenly, there was an issue with the reservation, so check-in took about 15 minutes. While waiting, there was a delivery person who walked throughout the hotel lobby. My dog was not reactive until the delivery person crashed their cart which startled my dog so he barked. We were apologetic & separated the dog from the lobby. The front desk agents decided they will do us the “courtesy” of lettings us check in, then called us back because they registered the dog to the wrong room. Then they decided no changes were necessary.
We first stopped in room 205 for about 30 minutes. We then crossed over to room 200, where we encounter an old woman in the hallway who looked to be in her 70s, no uniform or name tag. I assumed she was a hotel employee. She made it her business to greet us, pet my dog without permission, compliment him, & spoke to us about her dog. We bid her well & entered room 200. Within five minutes of being in the room, we got a call from the front desk about a noise complaint. I asked for more detail, they stammered to explain someone had just reported it & could not credibly elaborate. I shared that we had just entered the room so there must be a mistake, that my dog had not barked in our rooms & concluded we would do our best to maintain order.
Shortly after, I went back to room 200 to ask my friend if my dog had barked. He said no. However, we hear a lot of commotion coming from room 207. I went to the front desk with hopes of clearing the incident. Speaking with the lady with tattoos, I shared there has to be a mistake on the complaint. In conversation I shared the noise coming from room 207 - I explicitly stated that I am not raising a complaint against room 207, I simply want to clear the blame. She became combative & was keen on arguing. I concluded by repeating my statements & departed. As I was about to enter the elevator, I heard the front desk person yell from across the lobby. When I asked her to repeat herself, she stated that she just checked-in the guests & their children into room 207, so the noise was not them. I expressed concern that a front desk agent would violate another guest’s privacy just to win an argument. It was then that the old woman from the hallway appeared from the back office & revealed it was her that reported the noise complaint. I asked her to identify herself to which she stated she is the general manager, Tracy Polo. When I asked where she was when she heard the noise, she confessed that she was in room 302, and assumed it was coming from room 200. When I expressed disbelief in her ability to hear through the floor AND one room away from my room, she became irate. She then said that if we do not agree with the situation, that we could leave. When I asked if we would get a full refund she replied, “Absolutely!” So, I went upstairs to inform my group.
As we exited room 205, Polo met us in the hallway, berserk. I made a final attempt to recover the situation, but Polo was hellbent on her tantrum. At the front desk, they refunded the pet fee & emailed the folios showing no charges to the rooms, & we departed. Two days later, we saw charges for two rooms & a pet cleanup fee. We were only at this hotel for about an hour. My dog was never unattended or barked after the lobby.
There is something seriously wrong with Polo. This place is crooked.
Tracy, I know you are reading this. There is a special place in hell for people like you. May you never know peace

Stayed 2 nights in Jekyll island as we often do. The second night the AC went out in the entire hotel. They offered to take the resort TAX off of our bill. Really?! Everyone was checking out very early due to the heat. I asked for some of the bill to be reduced and a manager gave us 50% off of the one night. The poor girl checking us out had to get approval from her manager, who should have been at the desk handling the hot, aggravated guests. We had to get another last minute, expensive hotel room so we could get dressed for an event we had later that morning. I understand things can’t be helped but the way they responded could have been much better.

We recently stayed at the Marriott Renaissance Center and were charged a $25 self-park fee. We parked at the Marriott branded garage and they charged us $15 for the overnight park. Are both fees valid or did I drop the ball somewhere?