I booked a room for my Daughter and I to take our first mother/daughter shopping trip in Kansas City. First let me tell you, DO NOT BOOK WITH MARRIOTT, EVER!!! Upon check in I paid with 2 $75 Marriott gift checks and $52.06 in cash, at this point the room was 100% paid for. We were sent to our room, which was missing a TV. When we called down to the desk we were told "oh I forgot about that", I will put you in another room (which was not what we had reserved). After 3 hours of driving I didn't care, just wanted to relax.
Then the front desk called up and said your credit card is not working so I had to come back down (3 flights of stairs). Although I had paid up front for the room, Marriott was trying to hit my debit card for an additional $250 deposit, BECAUSE I PAID UP FRONT FOR MY STAY!!! Since I had all of my cash on me, they were refusing me a room, but if I left the hotel I would be charged a $101 cancellation fee. I had to call in a Manager who by the way was NOT ON SITE! Was told if they could just inspect our room before we left, to ensure we did not have a party, all would be fine.
The room we were finally placed in was dirty, desk chair was ratty and torn, we had to go out and buy disinfectant wipes to clean it ourselves. I get back home and have found that Marriott has pre authorized $150 to my account and will not be released until sometime next week (great way to spend the 3-day weekend huh?) I called the hotel today and talked with the Manager Cindy Kaunley. Cindy hung up on me twice and kept changing the 'hotel policy'.
Cindy Kaunley is the General Manager at this facility and it is no wonder why it is in such disarray. Cindy claims that Marriott has NOT charged my credit card anything although it is clear by my balance that they have, she told me to call the bank ON LABOR DAY!!! Cindy asked "well what did you expect we would do with the credit card that you provided us?" Well, Cindy, I certainly didn't expect that you would charge it for something that was already paid for! Avoid this hotel at ALL COSTS! There are plenty of hotels in the area that HAVE to have better customer service than this one and WON'T RIP YOU OFF!
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