TripAdvisor traveler ratingbased on 795 reviews
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TripAdvisor traveler rating795 reviews
Lack of customer Service and professionalism
The “manger” at this hotel has terrible customer service and I can’t believe they allow her to manage it! First, I called 3 times and left voice mails and never received a call back. After the 3rd try I called back to the front desk and the same girl who answered the phone and transferred me to the managers voicemail answered, I explained to her that I had been trying for two days to get ahold of a manger and if she had contact information to person above Gloria. After I ask that the girl on the phone states that she is the manger.... After explaining to her the situation she very rudely tells me that Is a personal problem and there’s nothing she can do for me. I had to look at my phone and make sure I was speaking to a place of business! I have never in my life been treated like this. I called back asking for corporate and the person above hers contact information and she refused and hung up on me! Gloria is the “Managers” name!
Disgusted! Not Up to Marriott Standards!
I stayed in RM #408 and found 2 bed bugs in the bed!! Mold growing on the ceiling, dirty curtains, unknown splatter on the wall in bathroom. Black tape on the floor in the hallways near the elevator where metal plates are in need of repair. Poster in the elevator was written on by random people. No social distance enforcement with people randomly walking around like it’s a regular day. This place is nowhere near Marriott standards. Totally disgusted. The website pictures are truly deceiving. Only positive things it’s Good location and Beautiful lighting on the outside at night. Stay at your OWN RISK!!!
Not a suite
We booked this “suite” which was a room with 2 beds and a couch. Sorry that’s a normal room and this “suite” Was located not in the hotel but in the building outside which was sketchy and looks completely abandoned. No thank you. Pretty dirty and stained as well. Tub was rusted and the coffee pot covered with dust inside and out. Next time we will stay elsewhere. Location is the only thing that was good. Right across from Pleasure Pier.
Unsafe and Poorly Maintained!
This hotel is dirty and unsafe. The lobby smelled strongly of fried food and air freshener, none of the key access systems worked, including the one on our room door! Elevators were broken, there were about 100 birds and feces everywhere on the only stairs and landing and our room was unkempt - ill repair, scratches, stains, crumbs and several lights not working. Stayed 10 minutes and then went down and asked for our money back. The front desk person was helpful and apologetic. I called Marriott right away to report this very inferior hotel. This property needs help and support from Marriott. It is not managed well. Also, I left my number for the GM to call me to discuss the issues directly but I never heard anything back.
Customer Service is non-existent at this hotel
This review does not include attributes of the hotel, but rather the service at the hotel. We booked a room six months prior to our stay in Galveston. The day prior to our travels, we received an auto-generated email that our stay was cancelled. We contacted the hotel and they reconfirmed our reservation and were unsure why we received the notifications. We had the hotel app and checked in on the app. When we arrived at the hotel in Galveston, we were informed that our reservation had been cancelled by the most unhelpful person working the evening of February 15, 2020. Unfortunately, I did not get her name, but she may be the manager(?). She said she tried four times to get a hold of us. To be clear, she did not try - we received two auto-generated emails the day before and two more during travel. These emails provided no information other than cancellations. No phone numbers, no reasons, no info. She did not call, she did not email directly. We stated that we called the hotel to check on the emails. She then blamed us for not contacting the front desk to find out. We did not have the front desk number. We called the only number we had, and they confirmed our stay. She said that she had to do what is best for the business. Lady - customers are your business. She ran our credit card the day before our stay, not after our arrival. Our credit card number had changed since making the original reservation. Again, she did not call us, nor email us, nor in any way let us know the issue. She then recommended a hotel that had an available opening just down the street, and "was nicer than here" according to her. We arrived the motel, which was a run down, rusty room, with no amenities and paper thin walls. To top it all off, she tried to catch us as we were heading to a Lyft for the ride the "nicer place" to let us know she had a cancellation and could now accommodate us. As if..... I would not recommend the Four Points Sheraton Galveston to anyone who appreciates customer service.