Guest User
August 7, 2023
My wife and I are very disappointed with Aloft Bricktown, with both its general manager and customer service. My wife and I booked ahead of time and paid ahead of time for a one night stay. We are Marriott hotel members and always give them our business over other hotel chains. However, the morning of check in, my daughter became very ill and we had to take her to the emergency room. I called several hours before check in time to let them know of the situation, that we had an ill child and would not be able to keep our reservation. We were not cancelling because of some minor reason. When your child is sick, that is priority. I asked if it was possible to receive a refund since we cancelled ahead of time and had a very good reason for doing so. I was passed around to several different people until I was finally told that the refund approval would be up to the general manager. However, I was not able to speak to her directly. I left several voicemails over the span of a few days. Finally, she actually answered the phone when I called (not once did she attempt to reach me after my voicemails). She said she would look into it and call me back in two days. She still did not call back. No attempt was made by the hotel to contact me at any point. On day 10 since my first call trying to get this issue resolved, I called yet again. The manager took my call that day and told me after speaking with corporate our money would not be refunded. So since I am a loyal member, I asked if I could at least reschedule the stay because of our ill child, and again, I was told no. This is not something that is allowed. Due to this issue, I will discourage anyone I know to use any other hotel chain, especially if they are a member of Marriott. They will not work with you even if you are a loyal member with a legitimate reason for needing to reschedule a stay. This is such a disappointment. We will no longer be using Marriott and will choose another hotel chain to give our services to.