I recently stayed at a “high-end” Marriott in Santa Cruz, and it was one of the worst hotel experiences I’ve ever had. Don’t be fooled by the beauty or the Marriott name the service and management here were absolutely unacceptable.
• There was no parking available, and I drove around for 45 minutes trying to find street parking. Nothing was available within a 3-mile radius. When I asked the front desk for help, they actually laughed at me. I pleaded for a solution and was met with total indifference. I was forced to illegally park in a residential area. Because of this, we were never able to go back to the hotel to change after my daughter’s softball tournament, and we missed getting ready for our team dinner.
• The valet was extremely rude and honestly seemed under the influence I wouldn’t trust him with anything, let alone my car. This hotel should seriously consider drug testing staff.
• When I arrived late at night with my teenage kids, the elevator was broken. I didn’t feel safe leaving them alone or with our luggage, and when I asked the front desk for help carrying things up to the third floor, I got a firm “No.” Meanwhile, other staff were talking about their DoorDash orders on break. No offer to help, not even after their food arrived.
• Our bathroom was disgusting with unknown substances splattered on the walls, and housekeeping never came the entire stay.
• When we used all our towels to clean up a leak and asked for more, they told me I had to come get them m