My girls and I evecuated Florida due to Irma. We called ahead and spoke to a younger sounding man who assured us although pets are not normally accepted by this hotel that due to these circumstances exceptions are being made. So we made our reservations and enjoyed most of our stay. Tried to be as considerate as possible by taking the dogs down the stairs and using the side doors to avoid disturbing other guests in the lobby. Several times we saw and spoke to workers at the hotel while taking them out. On our last day, we picked up the entire room and even stripped the beds to make it easier on the housekeeping staff. While we were packing up the car to leave and a hotel worker approached my youngest daughter and very rudely proceeded to question her about what room we were in. When my oldest was told what had happened she went to the front desk to ask who had approached my child and questioned her and what the issue was. The Operations manager Chanelle proceeded to tell my daughter that pets were not allowed and we would have to pay a $250 fee for special cleaning that would now have to be done. She then admitted that one of their employees misinformed us by saying we could bring our fur babies. She apologized for their miscommunication but stated they still were going to charge us. After further discussion she stated that it was our fault we were being charged as she had provided us other options of pet friendly hotels in the area. This is nothing short of a blatant lie. I objected and said this was false and she only returned with yes I did. Before this encounter I had never even seen or spoken to Ms. Chanelle. So how would she have provided these options? I reached out to the general manger Ms. Brandis on Monday morning (9/11/17) and have yet to receive a response in regards to this issue. She is an ambassador for the Marriott name. So now when I think Marriott I think of their lack of compassion, this hotel's dishonesty, and of corporate greed. Charging an evacuee and her three daughters an exhorbatant fee for cleaningp that I know will not be done. We left the room cleaner than we found it! I will share this experience with everyone and on every social media account I can. Avoid this hotel at ALL costs!
On our last day, we picked up the entire room and even stripped the beds to make it easier on the housekeeping staff. While we were packing up the car to leave and a hotel worker approached my youngest daughter and very rudely proceeded to question her about what room we were in. When my oldest was told what had happened she went to the front desk to ask who had approached my child and questioned her and what the issue was. The Operations manager Chanelle proceeded to tell my daughter that pets were not allowed and we would have to pay a $250 fee for special cleaning that would now have to be done.
She then admitted that one of their employees misinformed us by saying we could bring our fur babies. She apologized for their miscommunication but stated they still were going to charge us. After further discussion she stated that it was our fault we were being charged as she had provided us other options of pet friendly hotels in the area. This is nothing short of a blatant lie. I objected and said this was false and she only returned with yes I did. Before this encounter I had never even seen or spoken to Ms. Chanelle. So how would she have provided these options? I reached out to the general manger Ms. Brandis on Monday morning (9/11/17) and have yet to receive a response in regards to this issue. She is an ambassador for the Marriott name. So now when I think Marriott I think of their lack of compassion, this hotel's dishonesty, and of corporate greed. Charging an evacuee and her three daughters an exhorbatant fee for cleaningp that I know will not be done. We left the room cleaner than we found it! I will share this experience with everyone and on every social media account I can. Avoid this hotel at ALL costs!