"the location is convenient, the rooms are clean and quiet, and the breakfast food quality is great. I also want to commend the dinner shift team, who were consistently professional and welcoming.
However, the service standards during the night shift and breakfast were severely lacking for a Marriott property. I experienced two specific incidents where staff treated guests as an annoyance rather than customers:
1. "Do It Yourself" Housekeeping (Night of Jan 10th): The room was quite cold, so I requested an extra duvet. The receptionist brought one up but handed me the duvet in one bag and a wrinkled cover in a separate bag, expecting me to put the duvet cover on myself. Her demeanor was dismissive, as if fulfilling a basic guest request was a burden.
2. Unprofessional Atmosphere at Breakfast (Jan 12): The breakfast service was the complete opposite of dinner. The manager, Alice, sat at a guest table with her laptop the entire time, looking bothered when guests approached. When I asked for sunny-side-up eggs (a standard request), she simply pointed to the open kitchen and told me to walk over and ask the cooks myself, rather than signaling them or taking the order.
The atmosphere felt less like a restaurant and more like a staff hangout. A server was standing next to Alice's table having a long personal conversation in Italian and was physically "cozy" with her at one point even petting her head. While it’s nice that colleagues get along, this level of physical familiarity is completely unprofessional on the dining floor. While I appreciate a multilingual staff, using a foreign language to hold a private, intimate conversation right next to a dining guest is exclusionary. It created a barrier where I felt I couldn't ask for help without interrupting their social hour.
I enjoyed the hotel itself, but the contrast between the professional evening team and the overly casual, dismissive morning team is huge. Management needs to remind the breakfast staff that the dining room is for guests, not for personal socializing."
