I have travelled the world and stayed in a wide range of accommodations with varying service levels. I booked this hotel for the Oprah weekend, online, MONTHS in advance, making sure to request a room with two beds and a cot as I was going to be bringing my preschooler and his babysitter so I could actually go enjoy myself on a weekend away with my friend. The booking went through no problem. $189 per night on the special "Oprah" rate, for two nights. Pretty expensive for two nights but thought again that it was a little treat. Three days before we were to leave, my sitter cancelled, leaving me with a mountain of stress, very expensive tickets that were already paid for, a friend who was also going to be left in the lurch if I couldn't go, and no sitters who could fill in. I am a single mom, and don't have any family in this province to help out. So I was scrambling. After numerous attempts to find a replacement sitter, I was amazed that my wonderful neighbour and mom of two boys offered to drive down to seattle from Vancouver and watch my son so I could go reconnect with my friend and soak in the serenity that is Oprah. She was going to leave her eldest son with his dad and bring her youngest, so there would now be two little ones, a sitter, my friend and myself. I tried to find a hotel room for her and her son so that she could also enjoy a little weekend treat too but there wasn't a room anywhere, including the Marriott. So I explained to her that I couldn't find a room and she was fine with all staying together in one room. We got to the hotel after driving through a wicked windstorm, and I had a truck full of luggage, gear etc, and a sleeping child. I went to check in and asked the bellhops to please load our luggage on the cart for us while I checked in and my friend stayed with my son. As I checked in I was informed by the front desk staff that because I was in a room with two beds they could not have a cot in the room, despite the fact that my booking confirmation included a cot. I explained my situation and they didn't bat an eye, nor offer any remedy. They simply said for my sitter to call for more bedding and someone would bring it up. I was extremely unimpressed. They had no explanation for why I was not informed of this at the time of booking or even with SOME advance notice so that I could find a suitable hotel room elsewhere. I was stuck with no option. I went out to go collect my son and our luggage cart, however when I got there, the truck was exactly as I had left it, loaded with luggage while the carts and bellhops stood under the shelter out of the windstorm, doing nothing. I marched over and grabbed a cart, in front of the bellhops, and began loading it up. I then loaded my sleeping child in my arms, while pushing his loaded stroller, as my friend pushed our cart to the elevator. Nice. With a lineup of bellhops watching. My sitter arrived the next day and my friend and I headed off to Oprah, popping back around dinner time for a few minutes. We left again, and reminded my sitter that she just needed to call for bedding, as we were instructed. When we came back to the hotel, I found that both little ones were sleeping on the (HARD) hotel floor with sheets and towels covering them, as NO ONE actually came to deliver the extra bedding for my neighbour to make "beds" for them. And my neighbour had made the request. Mid way through the night I ended up sleeping on the floor (I, who had paid $189 plus all the service fees, plus valet etc for two nights) with my son, covered in a jacket, as he was freezing and there was nowhere for him to crawl in, because I had to share a bed with my neighbour, rather than each adult having their own bed to sleep on (ie: cot). Again, no apology from the hotel. No explanation. Nothing. On the Saturday, I requested that we have a late checkout, and the hotel offered noon as their latest option. I explained that with two little ones, and Oprah not set to conclude until 5 pm, they would have nowhere to go and "hang out" for five hours, and it would be very much appreciated if this one room could be occupied by the sitter and two kids until Oprah concluded. They said they would "have to charge me" for half a night, which would be $152. When did $152 become "half" of the $189 room rate?? And when did five hours constitute half a night?? Again, having no option, they charged me and we headed back to Oprah. I rushed back on a break to ensure that we were, for the most part, packed up so that when it was done, we could vacate quickly. I stopped at the desk and spoke to a lovely red head who agreed that they did not have to charge the $152 and she advised that she had taken care of it. A bit of relief. When Oprah was done, we returned, and my neighbour had both kids, both vehicles and all of our luggage ready to go, and we left. Two days later I looked at my Visa and noted that there was $152 charged to the bill, and what appeared to be a credit on an unknown card, none of which several calls to the hotel could explain. They emailed me invoices and revised invoices and nothing really explained anything. As well, when I was inquiring about this, I also asked if the hotel had found two action hero toys in the room fridge, as my son told me he put them there. She checked and found them, and I said that was great, they were not expensive, were purchased on craig's list and weren't worth even ten dollars, but if she could mail them back to us I would appreciate it, as would my son. I was explicit in my assertion that this was not an emergency, that they could go in the mail. We received the package two days later with $10 noted on the box. I thought that's what they paid (or rather, what they charged my visa to mail it out) and that was perfect. Only a couple of weeks ago, I noticed a $102 CDN charge on my visa from Fedex. Turns out they had shipped it two day via fedex, and an employee had to have actually written $10 on the box, denoting the value of the contents. So knowing that a ten dollar item was inside, they charged me $102 CDN to send it back to me, without a phone call, email or other caution or consultation on the cost. I was livid, and called fedex, and then the Marriott. The staff were aghast when I told them what had happened, and related to me that it was outrageous, leading me to believe that they would somehow make it right. I was wrong. They refused to cover the cost, despite acknowledging that this was their error, although they reassured me that their staff would be "spoken to" about this practice. Sorry but at this point, educating their staff while I was being drained of another chunk of money was of no comfort. They finally did advise that the $152 HAD been charged for the half night in error, and removed it from the bill. But the recklessness and incredibly poor customer care from nearly every staff member here was reason enough for me to spend twenty minutes of my time writing this. I slept on a cold hard hotel floor and spent disgusting amounts of my hard earned money to do so. Please, go find yourself another hotel so you do not run into this bitter aftertaste of what was supposed to be my ONE rejuvenating vacation. Thanks for reading.