At 7:54 PM on 10/19, Terese (the name she provided), at the front desk, charged me TWICE for my reservation. When I called to add a guest to my booking, I was left on hold for an hour and had to call back multiple times to get assistance.The front desk service was extremely unprofessional. Terese repeatedly interrupted me with “Ma’am, ma’am,” rather than addressing my concerns, and told me I would have to contact my bank to dispute the duplicate charge, despite having made the reservation months ago. The male employee working at the front desk was equally unhelpful and appeared clueless about how to handle the situation.The front desk experience was chaotic, unprofessional, and unacceptable. I have escalated the issue to corporate and filed a dispute with my credit card company regarding the duplicate charges.I strongly caution others before booking with this property. Between the duplicate charge, the lack of accountability, and the poor customer service, this experience raised serious concerns about how the property handles reservations and billing. I would not recommend staying here.

I booked a king room for my anniversary. Once I arrived, checked in, and went to my wife and I room, we noticed we were given a room with 2 small beds. We went downstairs to explain we booked a king room. Ryan at the front desk was VERY rude and told me they did not have any king rooms left. I tried to explain myself but he immediately stopped me and told me again that there are no king rooms left and have to take what I was given. This made me VERY angry, so I told Ryan that I wanted a refund and I would take my business elsewhere. He didn't care. After this experience I will NEVER stay at another Marriott. I would rather give my business to company that appreciate my money.

From start to finish (reservation to leaving) this is the worst ran and managed Marriott I have ever stayed in. I am a lifetime Titanium, so I have stayed in a lot. I stayed there 7-11 Oct and called on 5 Oct to see if I could check in a day later. I was told it was a special event rate and I could change, but I would still be charged for the 7th. I get that, don't particularly think it is very professional since they would EASILY have rented my room that night, but so be it. He advised it had already been charged to my credit card (more on this later). The PROBLEM with that phone call is that the front desk manager informed me that my reservation had been changed from arrival on the 7th and depart on the 11th, to checking in on the 10 and leaving the 11th. I advised that was NOT changed by me and the managers response was well, we didn't do it! He changed it back, but had I not called with a question, I would have shown up on the 7th with no room. He also verified that our reservation had been changed from a King to 2 fulls. He NEVER acknowledged that they changed it, even though i KNOW I did NOT do it. Then when we arrived, we were told we had been upgraded. When I went to the room, it was a king. I went back down and they said there was nothing they could do. I asked THREE times on the 7th/8th to talk to the manager with ZERO attempts by him (Ryan) to reach out. I asked on the 9th if he was there and they went back to get him and told me said he was too busy to talk. Finally, saw him at the desk on the 10th and he said, again, that I was the one who changed the reservation. He would not accept responsibility for ANYTHING. I finished out my stay, but will NEVER stay there again. Do NOT, and I repeat NOT, stay at this hotel if you expect them to be professional, because they will not be. I reached out to the ownership group, Columbia Sussex and will advise if they bother to reach out. Oh, forgot, even though Ryan told me the CC had been charged when reserved, they placed TWO holds on the 7th for over 1k each on my CC. When asked about that, he wouldn't even acknowledge that he told me it had already been charged. In fact, his response to EVERYTHING was well, I don't recall that conversation. When I provided irrefutable information that he talked to me, he FINALLY admitted that he remembered. Terrible management, terrible customer service, and just an all around terrible location.

The breakfast was the best we have ever had. Our server was Julio B. and his service was unparalleled. What a wonderful experience!

We use to love to stay here but this hotel is went down hill we went to enjoy the pool and there are cockroachs running all over we went to let the front office know the girl was very apologetic and would have someone look the tall guy said it a city thing and that just it be a better employee or supervisor and for further more yes they can be anywhere but that many running around in a occupied building do something to help ur issue