Nicki H
May 14, 2024
If you plan on spending the night at this hotel, check your bed linens before climbing into bed. During our stay last week we had what appeared to be human feces on our bottom sheet. I called the front desk to ask for another bottom sheet, the hotel staff person came with another set of sheets which I changed myself and handed her the soiled sheet. She immediately apologized and said she would report it. When we checked out the next morning we told the manager asked about our stay, we told her about the soiled sheets, she was appalled and sent a complaint to her supervisor. The supervisor emailed us yesterday to say she would give us 2000 Marriott points (equivalent to about $20 for our trouble. We didn't ask for a discount or to refund the cost of our room, however given the circumstances a refund should have at least been offered. When we refused her offer with the explanation that we just wanted the proper staff to know what happened to us, she offered 5000 points and told us the "area we saw" was a cleaning agent that didn't get rinsed out. I have worked in a hospital for too many years to not recognize feces when I see it on a bedsheet. Sorry, this was NOT a cleaning agent, it was feces. My regret is that I didn't take a photo. I am embarrassed for this hotel, their management staff and the way they treat their customers. What ever happened to the adage, the customer is always right? The right way to have handled this was to apologize, not make excuses, offer a free night to be used within a year, something other than Marriot points? Sorry, but we won't be needing your points as we will NEVER stay at another Marriot hotel. The other sad part is we have been loyal Marriott members for decades. All good things must come to an end. My advice... check your bed linens before climbing into bed!