Incredibly Poor Customer Service
Generally speaking I only stay at Marriott hotels thanks to their awesome rewards program. On a recent trip to LA I stayed at the Renaissance because I'd liked it so much on a previous visit. I won't be making that mistake again.
Normally Marriott hotels excel at customer service. Customer service is where the Renaissance failed.
Examples:
- We had to return on two separate occasions to ask that our pass for the parking garage be activated.
- We had to call down twice to ask for extra towels.
- We had to call down twice to ask for foam pillows. It took two hours for the pillows to arrive and when I called down the second time they had no notice of the first call.
- I ordered coffee for 2 and one continental breakfast. The continental breakfast was supposed to consist of a croissant AND muffin, fruit, and juice. When my order arrived I had 1 coffee mug, a piece of toast, fruit, and juice. I called back down and asked for my additional coffee mug, as well as the croissant and muffin I'd ordered. We waited an hour but the rest of our order never arrived.
I'm not letting this skew how I feel about the Marriott brand in general but I think this Renaissance needs to take a good luck at their customer service and fix a few things. Asking for something twice isn't a big deal. Asking for everything twice is a problem.