I’ve been a loyal Marriott Bonvoy member for years, but my recent experience at the Marriott Crabtree Hotel on October 26th was deeply disappointing. After arriving at the hotel around 10:30 p.m., I was informed that the hotel was overbooked and they had guest who refused to leave the premises, and we were "walked" to a different hotel without any prior notification.
What made the situation worse was the lack of communication. As a guest, I would have expected to be informed in advance if my reservation couldn’t be honored. This would have given us time to make other arrangements, rather than showing up late at night and scrambling to find a place to stay.
When we arrived at the Hampton Inn the guest did not receive adequate instructions which created more confusion and frustration.
While I understand that unforeseen circumstances can arise, the way this situation was handled fell far short of Marriott’s typical standards. Being walked to a non-affiliated hotel added to the inconvenience.
I hope Marriott takes this feedback seriously and improves communication in the future. This experience has left me reconsidering my future stays with the brand.
