I made a reservation for this hotel in July 2011. I had stayed at the hotel several times in the past few years and while it had not been updated to the new Marriott Courtyard standards, the property was "ok" and the service always excellent.
I happened to check on the hotel website a week or so prior to our New Year's Weekend arrival and discovered that the hotel was undergoing a MAJOR renovation. Great for the hotel, bad for me. Had a received advance notice if this via email (they had all my contact information) I would have changed locations. 10 days prior to the stay on a holiday weekend that was no longer an option.
Arrived at the hotel to find:
Portable bar type unit as a front desk
Portable bar as the bar,
Temporary tables as the dining area
All of this in an semi open type area with strip heaters on the ceiling.
Had to walk through the "real" lobby that is totally torn up to get to the only working elevator. No temporary covering on the pathway to the elevator so dust everywhere
Drywall dust and minor debris scattered in the guest corridor.
Arrived at our suite (had been upgraded due to Marriott Rewards status. The room had a strong mold/mildew smell. My wife opened the drapes to see outside and discovered the room darkening shade was covered with mold. This room should not have been in service. They obviously don't actually inspect the rooms for potential health issues.
Back to the front desk where we were moved to a standard room (was fine with that) that was newly renovated. Nice room but.. the new toilet leaked at the base and there were two lights in the bathroom that did not work. Not fixed during the two night stay.
The stay was on a free night award (not points related). I was not going to complain about the situation but when the hotel pulled 20,000 from my wife's account in addition to using the free night certificate that was already attached to the reservation.
Since I had to talk with Marriott to get the points refunded, I made them aware of the lack of notice about the construction and the service failures.
In the resulting dialog with the property it became clear that they just don't care about guest satisfaction. Their response was an offhand "sorry"
They are off my list of properties I stay at in SoCal.
They should be off yours as well!
Room Tip: Make sure its not mold filled.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 March 2012
Dear gravitar,
We are deeply sorry for your experience at our Courtyard. We understand your frustration with our property and can not apologize enough for the state our hotel was in. Unfortunately, renovations are something that all hotels most do in order to keep up with the high standards of Marriott. We have officially completed the renovation and are extremely proud and excited of the finished product and would like to invite you back.
Please feel free to contact us directly with any questions.
Amber
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC