Marriott International

We made our reservations anticipating a wonderful family thanksgiving to celebrate with 85 family members gathered from across the country in New Orleans La. We booked two rooms 1- two bedroom suite for us and 1-one bedroom suite for our guest. We confirmed these rooms again just prior to our travel dates on November 22nd and received emailed confirmations verifying the rooms on Nov 23rd under confirmation for check in on November 27 and check out November 30, 2019. Our confirmation numbers [protected] (Leanders Harvey) and [protected] (Phillip Harvey our guest). We contacted the property to inquire about prepayment for Phillip Harvey to allow him access to his room upon his arrival. We were emailed a payment authorization form by Mykia Smith which we completed with Phillip's name and confirmation number for his one bedroom suite and we received email confirmation that the completed form was received. I was not advised of a room cancellation. When Phillip arrived he was frustrated, inconvenienced and confused when he was not allowed to check in his room, and was told his room had been cancelled. He called us and we spoke to the hotel clerk and explained that we have confirmation for the two rooms we reserved. We were told the cancellation came from outside the hotel. We spoke to the manager Brandon Dupree who said the confirmation number we gave on the first form was not good and told us we had to do a new payment authorization form and put my husband name on it as the guest instead of Phillip because the reservation was in his name. He instructed me to leave the confirmation number blank. This made no sense to us but we complied to allow Phillip to check into his one bedroom suite. We got emailed form from Kaitlyn Kutter, completed it as instructed and got confirmation that the 2nd authorization was received. When we arrived at the hotel to check into our two bedroom suite we discovered he had checked Phillip into our room. Mr. Dupree told us My husband could not check in using his own name because they checked Phillip in under his name. His idea to resolve this matter was to reinstate Phillip one bedroom suite which he said was cancelled and check us into that room and told us to switch keys with Phillip. We don't understand why he would not have simply reinstated Phillip's room and check him in under his own name in his own room instead of having us all check in under in conflict with what we had arranged. We can not believe that this is the proper procedure for such an incidence. This put us in a room that had been occupied for several hours without any mention of cleaning the room until we insisted. We were frustrated, stressed, inconvenience and had to attend our family meet and greet without an opportunity to shower and change clothes as we had planned. We have checked into many hotels and many Residence Inns in particular but have never experience this kind of humiliation at our check in. There was no apology for our inconvenience, not real explanation as to why our room was cancelled despite our revelation of our confirmation of our rooms on Nov. 223rd. More importantly there was no evident sensitivity to us as guest. We did everything in our power to make our check in quick and easy and yet we were all humiliated during this ordeal which we feel was not necessary. We were not at all pleased with the managers' actions or attitude for seek a more appropriate resolution to our situation. Service was definitely trying for us during this stay. We had to make 3 contacts to get our billing correct for check out after bringing error to Eric the front desk attendant . We authorized the payment of the room and taxes for our guest with instructions to exclude incidentals. Yet there were changes for valet parking on our room that should have be paid by our guest to cover their incidentals. This took three conversations to get charged to correct room. We had to talk to 3 people to get our room ready to so we could occupy it after we checked in. While there were some pleasant parts of our stay the cloud of poor performance of management at our check in leaves a bad taste in our mouth and left us feeling not regarded with respect and common courtesy we have come to expect from management. We are extremely disappointed that the manager did not acknowledge or apologize for the problems we encountered and our inconvenience. We request a refund as resolution for the frustration, humiliation and stress felt by my family and guest during this stay.