My husband and I booked our stay at the Las Vegas Marriott for for my husbands birthday. We checked into the hotel and were pretty happy with it until our encounter with Jonathan Davis, the hotel manager from hell.
On the 2nd day of our stay, I wasnt feeling well and returned to the hotel early by myself to rest. When I got to the hotel, I realized that my husband had the room key, which I thought was no big deal, they would just give me another key. Thats when things changed quickly and this hotel stay turned into a nightmare. I introduced myself to the manager at the counter and explained to him that I was staying at the hotel, but my husband had the key and asked for another key. As if he was working at a McDonalds or a franchise Super 8, the Shamu twin rudely told me that my name wasnt in his computer and said there was nothing he could do for me. He had an attitude that was just inappropriate for someone working at the guest service in a top quality hotel such as Marriott. I gave him my drivers license that shows the same last name and home address as my husbands. His ridiculous response was that the same last name could be merely a coincidence and there are a lot of people with the same last names, such as his common name Davis. WTF??! He didnt have anything to say to the fact that we lived at the same address and told me to leave. This was really frustrating. I had a bad headache and all I needed was to lie down and rest in my hotel room, which I paid hundreds for, and I just wasnt ready to deal with this attitude from a customer service person, which I would never expect from a Marriott employee especially. I couldnt get a hold of my husband on the phone, so I got Travelocity on the phone. Their representative spoke to Davis and confirmed that both of our names were on the trip, that I in fact was my husbands wife and asked that he let me in my room. Davis was extremely rude to the Travelocitys representative and told him nothing he could say would change his mind and that he cant help me in any way. When I finally got my husband on the phone, Davis flatly refused to even speak to him.
What's even more outrageous is that at the same time, there were other Marriotts employees at the counter who saw both of us checking into the hotel the previous morning, greeted us both not that long ago that very morning and gave us directions to the monorail station. I was appalled that they were acting as if they hadnt seen and talked to me just hours ago and treated me as if I was someone off the street trying to break into the room.
My husband rushed back to the hotel and when he approached Shamu, he pretended that he wasnt aware what my husband was asking him about. When asked why he wouldnt let me up in the room with an ID and a call from Travelocity, his response was What room number, sir? As if I wasnt the only person he had just been insulting. We started making arrangements to move out the same afternoon. Davis refused to refund the room charge to Travelocity even though he wouldnt let me stay at the room that I paid for. He didnt want me as a guest, but he wanted to keep my money. He was acting as if he owned the place and no professional standards applied to him. Travelocity booked another hotel for us and we left immediately.
Davis quite obviously doesnt like his job and cannot be allowed to work in a position that exposes him to clients. He is rude, uncooperative, cannot separate a work situation from his personal issues, he is illiterate and it is surprising he was even able to get a managerial position with his complete lack of people skills. He compromised Marriotts reputation for excellence in customer service that they are so proud of and rely on to keep their customers coming back.
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