We are Marriott Platinum Elite members and have stayed in Marriott properties all over the world. We have been extremely loyal over the years. In December we stayed two nights in Atlanta to attend a football game. We had stayed at this hotel a year earlier and enjoyed it. Aster our game we waited almost 2 hours for a table in one of the hotel's restaurants. It was very busy but they never called our name. I finally asked them if we needed to go elsewhere to eat (as an insulin dependent diabetic eating at regular times is important.) I was told they had called us several times. Odd, we were within 10 feet of hostess the whole time and heard nothing. We were seated and treated to a mediocre meal. When the check came we signed it to our room. After signing I remembered I had a cash deposit on file because my wallet had disappeared the day before the trip and all I had was a debit card. They didn't want to accept a debit card and suggested a cash deposit. My deposit wasn't enough to cover the meal and tip. I immediately went to the front desk, explained the situation and placed enough deposit to cover the restaurant and any incidentals. The front desk said they would make sure the restaurant knew. After stepping away from the desk my son called and said the restaurant called about the bill. Since I was very close to the front desk I went back and explained again. They said they would take care of it. At 1 AM there was a loud knock at the door. It was an Atlanta police officer. She said the hotel restaurant had called. I explained what happened to her, she called downstairs to verify, apologized and said not to worry about it. At 2 AM there was an extremely loud knock at the door and 2 extremely large Atlanta police were at the door insisting I come downstairs with them. At this point with late meals, delayed sleep and stress I was in a very dangerous low blood sugar episode and told them so. I tried explaining but they were very insistent. I did not like being escorted downstairs and through the lobby like a common criminal. I insisted on speaking to the executive director but he wasn't in. I got an assistant manager who looked at the records which showed the restaurant had not attempted to bill our room but funds were available. They had my name, room number and plenty information about me. If i wanted to not pay this i would not have given them everything they need to find me. I asked for a refund of the Marriott points i used for the stay, which was given, but i did not get an apology. On check-out the next day (after a short night filled with dreams of being chased and shot at by police) i spoke with another manager who did apologize. Imy husband lodged a complaint with Marriott. He is responsible for selling several hundred of their rooms each year in addition to the many nights he personally stays in their lproperties and felt they had not done enoigh to make up for what they did and the stress they caused. Their attempts to help were near disastrous, but finally were able to kind of make up for it, but the weekend I was given at a discount to make up for the Atlanta disaster cost us more than any other stay i have ever personally paid for. I wanted to pay for the replacement stay with points, which I felt was reasonable, but they were unsble to arrange it. I do appreciate their efforts but they delayed attempting to find a room with points for so long (while telling me they could do it) room prices for the days i wanted to stay sky-rocketed so I paid about $300 more than it would have cost if they had either booked the room rhe day they said they would or said they couldn't do it and i booked myself. I still have bad dreams about that night, it took over a month and lots of medical care to get my health back to where it was before my Atlanta trip (I have an autoimmune disorder which I got under control after it nearly killed me a year before. It flared up right after the Atlanta incident.).
I won't stay at the Marriott Marquis again. A hotel should never call the police in over a $50 restaurant charge, especially not when one of their best customers is involved. To have the police knock on a guest's door at 2 AM and make her come with them instead of tending to a serious medical issue is unconscionable. They have lost my business and that of my family and friends as well as the many people my husband networks with (all of whom travel extensively for work reasons.). They probably don'tt care they have lost my business but I do wonder if it would have bothered them a little If I had serious consequences from not being allowed to treat a blood glucose level of 23 until after they had finished with me?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC