vsquartet
25 de septiembre de 2024
The Mystic Marriott Hotel fails at the most basic function of a hotel: providing a good night sleep. I went to Mystic because I needed a restful break for two nights, and instead I lost a lot of sleep due to the hotel's unprofessional management practices. On check in, I met with two hotel staff members behind the front desk, one of whom seemed to be in the midst of some sort of personally taxing issue (not sure what, but he has my sympathy) the other of whom acted in a professional way within the bounds allowed to her by the hotel's unprofessional management. I explained to her that I have a sleep disorder and my sleep cycle is substantially delayed, so I would like to make use of the "Guaranteed 4 p.m. late checkout" given to people with Marriott Bonvoy platinum elite status or higher, which I have (titanium elite) and I did. This was three days before my departure date. I was told by this front desk staff member that the 4pm late check out is only available "subject to availability" but she would ask her manager the following day on my behalf. I pointed out that, as per the Marriott's coporate policy displayed on the website, the language regarding late check outs as "subject to availability" is found only in the benefits for "gold elite" and lower, and "Guaranteed 4 p.m late check out" is spelled out explicitly for "platinum elite" and higher Marriott Bonvoy members. I noted, further, that while the "Guaranteed 4 p.m late check out" carries a loophole on the Marriott hotel website for resort and convention hotels, the Mystic Marriott is not classified as a resort or convention hotel on the Marriott hotel directory, so it cannot make use of this loophole. I was told by the front desk employee that they would not honor the Marriott corporate policy used to advertise their hotel - which amounts to false advertising - but would request a 4pm check out from the general manager the following day. I explained that the entire reason for my continued loyalty to the Marriott brand was this single benefit, and whether the late check out request was honored, given my sleep disorder and the fact that I was only in Mystic to rest, would decisively determine my evaluation of the hotel. I was assured that this would be communicated to the general manager. This hotel benefits from the Marriott bonvoy brand, but it refuses to follow Marriott policies for guests - benefitting from false representation. I then found that this problem was severely compounded by the hotel's inadquate air conditioning. I did not sleep the first night of my stay because the air conditioning would not adequately cool the room. This hotel advertises air conditioning, but it is only nominally air conditioned. This hotel uses verdant thermostats that are programmed to display a falsely low temperature, deceiving guests for the sake of saving money. While this is a common way for cheaper hotels to cut corners when they don't care about customer retention or presume that their
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