Hotel Marriott a Dornach

I booked accommodation for a group of delegates attending a WEEK long congress at the end of July. Website looked good and overall reviews were fine. The website is a COMPLETE MISREPRESENTATION of the reality experienced at the hotel. We paid premium prices for below substandard rooms & customer service at a 4-star hotel. On arrival at the hotel my client was SHOCKED by her first impression. The staff at the reception were not helpful or able to offer solutions to any of the issues presented to them. There was no one available to help her move her 3 big suitcases to her room. The hotel was dirty – paint coming off the walls. Dirty & smelly carpets in the hallways. A POORLY maintained hotel. One of our guests was told they had to pay for an early check in, when the room had been booked from the previous day. Still waiting for a refund on this. In her room, room 115 • The aircon wasn’t working. • Her room was very dirty & unkept. The vinyl on the floor was peeling off. See images below. • I have also included images of the mattress in the room vs what is on their website. WOW! The staff at the hotel took her to see other ‘nicer’ rooms but didn’t have enough of them available to cater for all our guests. We had NO option but to move our guests to another hotel. I have assisted this group with MANY overseas bookings before and I have NEVER had to move hotels before. To confirm the booking, we had to make the full payment of over EUR8000 upfront. They are now only willing to pay us back just over EUR1000, even after I cancelled the rest of the stay 24 hours in advance of the next check in. A formal letter of complaint was sent to Group Reservations. I received a VERY generic response in return with the notification of a measly EUR1000 refund to be expected. I did not accept this. The person I have been dealing with is now on leave, I cannot get hold of any senior management at Melia Group Reservations and there has been no further progress made to resolving my complaint. It is now Mid-August & this happened at the end of July. I am BEYOND frustrated and shocked.