My husband and are frequent guests at this property. Unfortunately, our interactions with front desk staff Kesha are disappointing . While we initially chose to overlook the first two incidents, ongoing discourteous, unprofessional, and disrespectful conduct cannot be ignored.
My husband is exceptionally calm & patient and avoids conflict whenever possible. For him to feel compelled to escalate this matter reflects how inappropriate the treatment has become. During our most recent check-in with Anthony we requested a late checkout.
Kesha called our room in an abrasive, dismissive, and condescending tone, insisting that my husband “get out now” despite the fact that our checkout time was confirmed for 1 pm and this call came at 12:37 pm.
When my husband reached out to the manager, Fraz, we were surprised and disappointed to find that he defended Kesha’s disrespectful and unprofessional behavior, going so far as to suggest that the fault lay with my husband for not being “clear enough.” This response not only dismissed our concerns but also reflected poorly on the hotel’s leadership and accountability. As loyal Marriott guests, we hold this brand to a higher standard of hospitality. We genuinely hope that this feedback is taken seriously and that corrective measures are implemented to ensure that guests are treated with the courtesy and professionalism that Marriott is known for. Without improvement, we will be forced to reconsider our loyalty to the property and the brand.