I am a long-time Marriott Rewards member and had this reservation booked for months. Unfortunately, this stay reinforced ongoing concerns I have had with Element properties, as this is now the second significant issue I have experienced with an Atlanta-area location. The first occurred previously at another property, when my booked rate was not honored and required escalation to resolve. This visit began with a confusing and poorly managed check-in process. Upon arrival, I discovered that the parking garage does not allow access to the designated hotel lobby entrance without a key card. As a result, I was forced to leave my luggage in my vehicle and walk around the block to the front desk to check in and obtain a key card. At the front desk, no one was actively assisting guests. When an employee eventually appeared, there was immediate confusion. While another guest was waiting ahead of me, I was asked for my name. I clearly stated that I was checking in and asked about parking, at which point I was told to “just bring your things down.” I returned to my car to retrieve my luggage, still without a key card, and returned to the lobby. When I reached the desk again, I provided my ID and was told it was not needed because I was supposedly checking “out.” I again explained that I was checking in, at which point I was told they had confused me with another guest. Despite it being after the stated check-in time, I was advised there would be a 15-minute delay and was asked to wait in the lobby, which I did without issue. A few minutes later, an employee approached me and asked for my name yet again, wrote it down, and left. Shortly after, they returned and I was informed there was no record of my reservation. I then pulled up my confirmed reservation in the Bonvoy app and provided my confirmation number. I was again asked to wait. When I was finally called back to the desk, I was told it would now be at least another hour before a room would be available. I was also informed that the only room option at that time was next to a commuter train that runs 24/7, and that “earplugs would be provided.” It was clear at this point that my confirmed reservation was not being honored. Waiting another hour was not feasible, as I had dinner reservations and concert tickets and needed to get ready. I asked whether I could be accommodated at a nearby sister property. After further delays while staff attempted to resolve the situation, a room was eventually found. The room itself was clean, quiet, and comfortable, and the staff were polite. However, the check-in experience was disorganized, inefficient, and unacceptable, particularly for a loyal rewards member with a long-standing, confirmed reservation.
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