Victoria F
December 2, 2025
As we attempted to check out and retrieve our car from the Marriott valet, we discovered that the valet who took our car in the night before had misplaced our car key, failed to register that our car was checked in to the valet lot, and even put the wrong state for our license plate. Luckily we were able to confirm that the car was in the lot using our own vehicle app, but the valet on duty was unable to locate the key. The resulting 90-minute delay led to a series of absolutely awful customer service interactions with Marriott staff. We had been speaking with the valet, who indicated he had called his manager and then continued to fetch cars for other guests while he waited for that individual to arrive. The overnight front desk customer service rep noticed after 45 minutes that we were still in the lobby and finally came over to ask if she could do something to assist us. She was, however, unwilling to make the effort to call her manager or the valet company management contact. Following the conversation, during which I was certainly frustrated and worried that we would not be able to retrieve our vehicle if they had lost our key, the employee returned to the desk and began talking loudly to another employee about me - still not doing anything to contact hotel management or the valet company to help us. Upon arrival about 1 hour into this ordeal, a Marriott manager (who did not provide his name) gave us conflicting information about whether our key had been located, stated he would add Bonvoy points to our account, and told us repeatedly that although the valet is a service promoted by the hotel, the valet company is a third party so he (the manager) was not responsible. After about 90 minutes, the valet on duty managed to locate our key and we were finally able to leave. He did not tell us where he found it, just brought the car around and hurried off after giving the key to us. This was about 7:30 am on Saturday, 11/30. The manager advised that 1) we would hear from him and 2) that the points would be applied to the account soon. I verified verbally that he had the information he required to add the points, and he said he did. I provided my cell phone number for contact and watched him put it in his phone. But guess what? As of this writing, there has been zero follow up and zero points added to my account for the unacceptable situation Marriott delivered. To their credit, the valet company manager did follow up by email the next day, providing a full refund for the valet fee and an apology for the wait time. We were shocked to have such an awful experience at a Marriott and would highly discourage folks from staying at this property. If something were to go wrong, appropriate accountability and response is unlikely to occur.
