Marriott/Towneplace Suites
Rude desk clerk refuses to put my son's phone call through to my room

I am a 63 year old senior lady. For the past several months I have been staying at a "Towneplace Suite" hotel in Westlake Ohio which is owned by Marriot. This hotel is an extended stay hotel for people who are in need of a nice place to stay temporarily, but for a longer period of time. I was planning on staying only 2 months, but due to ill health and a failed relocation to the Cleveland area, I have had to extend my stay. The room I have is comfortable and nicely decorated with full kitchen and a sofa. I have so far enjoyed my stay here, However...

This evening, 3/4, was probably one of the worst days of my life. My son was in a terrible accident and was trying to reach me through the hotel phone. He asked the desk clerk to put him through ASAP because it was an emergency. She became irate and kept hanging up on him. She finally called me and told me, "a very rude man keeps calling here for you, I think it is the same man who is always calling here." I told her that the only man who calls here for me is my son, at least twice a day and he is never rude to anyone. She told me that she had him on hold and did I want her to put him through. I said yes, but there was no one on the line.

In a panic now, I called my son and after making a few calls on his behalf, I called the desk clerk back to tell her that it was my son calling and he had had a terrible emergency and I apologized for any misunderstanding. I told her that my son was never rude when calling here. And to please understand the emergency.

At this point I realized that this situation was more then just a clerk refusing to put a call through to a guest. Because this desk clerk became angry and irate with me, I realized that she was probably doing this on behalf of the co-worker who replaces her on the next shift at 11 pm.

Last Saturday, 2/26, at 1 AM in the morning I called the desk clerk in question about some rowdy guests in the room next to mine. She told me she would 'get to it' when she had the time. I told her that if she did not ask these people to quiet down now, that I would report her to the manager on Monday.

Regarding the desk clerk who refused to put through my son's phone call, I have spoke with her only on two occasions since I have been here, and both times were pleasant. Her behavior towards me and my son was totally irrational and out of line. Unless it is because she did it in defense of her friend.

How does a desk clerk believe that she can treat paying guests in this manner? Where does this come from? In 2007 I suffered a stroke, I almost had another this evening.

I wanted to stay for another 3 weeks in order to complete my relocation to another state. But I will be checking out on 3/11, the date I paid in advance for.

Some advice: don't ever leave your elderly parents here for more than one week.

Company: Marriott/Towneplace Suites
Country: USA
State: Ohio
City: Westlake
Address: 25052 Sperry Drive
Phone: 4408924275
Site: marriott.com

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