Courtyard Marriott Waldorf

Pool doesn’t work and breakfast unavailable

Entire lobby is torn up; no couches, no breakfast, no snacks to purchase. Only water in hotel is tap water, no bottled water to even purchase. Front desk staff is highly rude as well.

I always try to be very transparent in my reviews, but I must say this was one of the worst experiences I have had with the Marriott brand. The front desk staff were unprofessional and are in need of retraining. I made a request before check-in, and the young lady who answered the phone said she would see if it could be honored even though it was submitted in advance. It was simply for extra pillows. When I arrived, I was not greeted and had to wait until the two staff members finished their personal conversation before being checked in. I also requested Mobile Key check-in, and she told me she was unable to do it. I am familiar with Marriott and know it can be done, but she still denied the request and handed me two physical keys. After I left for dinner and returned, I discovered I was locked out of my room. When I went back to the front desk to ask again for the Mobile Key, there was no one present at the desk. I had to ring the bell while the staff member sat in the back office before she finally came out. Only then did she process the Mobile Key request without any issue, which made the earlier denial even more frustrating. It is also important to note that the hotel is currently under construction. This should be clearly mentioned on the website so guests can make an informed decision, especially since there is no breakfast service and they are relying on virtual check-in. When I later brought these concerns to the housekeeping manager, she was equally unprofessional and simply looked at me. My suggestion is thorough retraining to improve the overall customer service experience.