Bottom line: They cancelled my reservation with zero notice or outreach. I've stayed at this location about 8 times over the last 2 years, with the staff typically recognizing my son and I. This memorial day weekend I had a reservation at our ”usual”, prepaid in February booked via my credit card. After receiving numerous Marriott emails, as recently as the morning prior to driving all the way up from LA, as was typical, confirming the reservation and saying to check in now, when I arrived at 4:30 with my child, Barsoom told me I had no reservation. He shrugged, you booked it through *******, my manager cancelled it. The marriot down the street has rooms. Not even contact info for them, just you have no reservation. My manager cancelled it. He lied saying that ******* doesn't provide contact info- it does, I've worked in hotels. Also he called his manager and acted like I was making up things while showing him the confirmation email saying I had prepaid. ”she thinks” like no, this isn't a guess. It's an email on my iphone I'm literally showing you with the correct property, dates, address, my name, everything. Protocol is to cancel the most recently made reservations that were sold after the ”oversold” occur. Not ones made months prior. And it's also protocol to contact people. Empathy dictates you would at least have a printout of nearby properties with similiar attributes. If I wanted to stay at the property two blocks away I would have booked there. Glad we didn't hit traffic as we sometimes do or showed up after dinner. Stranding a woman and child on a holiday weekend? Not ok.
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