We checked in around 11pm on Thursday night, Dec 9th and when we walked in, it immediately seemed like we were bothering the front desk agent by asking him to check us in. Not a very warm and inviting experience right off the bat.
My boyfriend and I were in town to visit family and took Friday, Dec 10th off from work to sleep in and go shopping at King of Prussia Mall. We were rudely awakened @ 6am by a fire alarm and had to evacuate the building. It was 20 degrees outside and we were forced to stay/sleep in our cars until the alarm turned off @ 7:20am. We were cold, tired, and forced out of our room on a morning we were looking forward to sleeping in and enjoying a day off from work.
After the alarm went off we returned to our rooms until we checked out just before noon. Upon checkout, I went to the front desk staff to return the room key cards, make sure my Marriott rewards number was on my reservation and to inquire about the fire alarm. When I asked the front desk agent about the fire alarm, she told me the cause for the fire alarm, and that was it. I mentioned to her how inconvenient it was for my boyfriend and I to have to spend almost an hour and a half outside in the freezing cold in our car at 6am, (even though, of course, it wasn't her fault), but all she did was look at me. She did not apologize, did not offer any kind of assistance for our inconvenience, nor did she act like she even cared.
I worked as a guest service agent at a hotel in downtown Philadelphia in 2009/early 2010 and if this had happened during my shift at the hotel, I would have obviously offered my sincerest apologies, and asked if we could do anything to accommodate the guest for their inconvenience. Now, I wouldn't have asked for my room to be comp'd, however, any kind of care, concern, or a simple apology from ANY staff member at the Courtyard Marriott would have been greatly appreciated.
Additionally, I do travel for business as well as pleasure, and Marriott has a lot of making up to do before I decide to stay at another Marriott property in the near future. Thank you for your attention and hope you can train your guest service staff properly for matters such as these in the future.
- Marriott King Of Prussia
- Courtyard King Of Prussia
- Courtyard Hotel Valley Forge
- King Of Prussia Marriott
- King Of Prussia Courtyard
