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91 reviews
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Mar 11, 2025Unacceptable Treatment by Sarah
What an absolutely horrible experience. Sarah, the front desk personnel, was extremely rude and unprofessional. I previously stayed at this hotel in January, and during that visit, the system was down, preventing a proper check-in. I was given a non-working key card, but despite this, I decided to give the hotel another chance—only to regret it. Last night, Sarah not only failed to assist us properly but also went as far as throwing us out and threatening to call the police. Upon our arrival for check-in, she had difficulty locating my boss’s reservation, attributing it to system issues. The four of us had traveled from out of state and were already exhausted from an early flight. However, when my boss pointed out that we were facing the same issue as before, instead of handling the situation professionally, Sarah became increasingly rude. Without any valid explanation, she told all of us to find another hotel—at 9:30 PM—then proceeded to cancel all our reservations. When we asked why, she couldn’t even articulate a proper reason. Sarah claimed to be a supervisor, but as someone who also works in customer service, I can confidently say that her behavior was far from what a supervisor should exhibit. Who treats loyal customers this way? We are all Bonvoy members, but even if we weren’t, no guest deserves to be treated so poorly. I can’t help but wonder—was her hostility toward us because we are people of color? The guest next to us, who was white, was treated with complete respect and courtesy, while we were dismissed and humiliated. This experience was not just frustrating; it was unacceptable. I hope the Marriott senior management takes this issue seriously and ensures that no other guests have to go through such treatment in the future.
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Mar 11, 2025
Zero out of zero stars- Would NOT recommend
If I could give zero stars, I would. My party and I arrived at the Delta Marriott in Mesa expecting a smooth check-in, but instead, we were met with complete incompetence and blatant rudeness from the front desk staff—specifically Sarah. She had our reservation dates wrong and blamed "system issues," which, according to two people in my group who had stayed here before, is a recurring problem at this hotel. Rather than resolving the issue professionally, Sarah decided to get an attitude with all four of us. She was dismissive, rude, and completely unhelpful. Things escalated when she actually suggested that we stay somewhere else—at 9:30 PM, when we were all from out of state. Then, without reason, she told us our reservation had been canceled, effectively leaving us stranded. No one in my group was rude or disrespectful at any point, so there was absolutely no justification for the way we were treated. The fact that an employee like Sarah is allowed to interact with guests is a direct reflection of poor management. If this is the level of customer service this hotel deems acceptable, I strongly suggest taking your business elsewhere. Avoid this hotel at all costs. There are plenty of other options in the area where you won’t be disrespected and displaced in the middle of the night.
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Mar 10, 2025
Sarah was horrible
This was my second time having a reservation. The first time the services was not good. The systems didn’t work and the heater was broken in my room. When I went to check in this time, Sarah was very unprofessional. She could not locate my reservation initially and stated the system was down. I stated to Sarah that the systems were down the last time I stayed. She got upset and cancelled my reservation and the other three people that were with me. I asked her four times why she cancelled and on the fourth time she said because of my attitude. Not sure why a customer stating that the last time they stayed the systems were down would be an attitude. I’m a Titanium customer and never had been treated so horribly by Marriott in my life. Do not stay if you are expecting good customer service.
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Jan 21, 2025
Worst customer service ever!!
I wish I could give this hotel 0 stars! Arrived around 3 pm to check in as a Platinum Elite member. The front desk clerk - Sara - rudely told me I could not check in until 4 pm. I said I am Platinum elite can you get me a room now? She replied none of the type rooms you want are ready. I asked if she could get me in another room so she put me upstairs in a room that the AC did not work and it was 95 degrees. I called to the desk and luckily got a gentleman who said come down I have a much better room for you. I asked if I could keep the 1st room key so I did not have to take my luggage back down with me and back up and he said yes. I called down and said yes I will keep the new room. I went back down to give back the 1st room key and he was busy. I waited in line while Miss Sara rudely talked with another customer. The customer said I am Elite is there free breakfast and Miss Sara must have looked at her reservation and said you are not a Marriott member and the customer said can you add my number and again Miss Sara replied "no that is between you and Marriott" Then the gentleman at the desk said Elite members have a special breakfast area for free on the top floor. I finally got tired of waiting for the kind desk clerk and went to Miss Sara - BIG MISTAKE! I said here is the 1st room key back as the AC was not working. Her reply" Well you have to get maintenance to turn it on - hmm funny the 2nd room was fine and she also asked why do you have two keys you are not allowed to do that! I said Mr. Desk Clerk said it was ok. She said "Well he was not supposed to do that!" I went back to my room and had to call the desk and when Miss Sara answered I said I need to get back into the other room as I think I left something in there. Her response "was well what is this in regards to?" With that I threw my things in my bag and thought I spend to much money at this hotel to put up with this crap! I took the key downstairs and threw it on the desk and said I am leaving to go somewhere else. I should have got the manager but was too upset with the treatment. I realized that I had left my prescription glasses in the first room when I got back to the other hotel. Called back again and asked for the manager - the terse response - "What is this in regards to?" I stayed here before and was never treated like this . I reached out to Marriot for a refund and so far no response from anyone! Still do not have the items that were left in the 1st room.
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Jan 19, 2025Nice hotel
We stayed here while at a convention next door. The hotel is nice. The front desk was helpful. Uber pickup is right by the front door. It’s close to the casino. There’s also a bar and restaurant. We did not try the food. There was no free cooked to order breakfast.