Marriott Excellence Missing at Turtle Beach
Nov 21, 2024 Dixie-Ann S
Saying "Turtle Beach by Elegant Hotels - All-Inclusive is a facility in dire need of infrastructure upgrades and personnel changes" is an understatement.
First off, my reservation which was booked directly through Marriott was messed up and I only found out because I called in advance of arrival to make plans given that this was my 50th Birthday…
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Saying "Turtle Beach by Elegant Hotels - All-Inclusive is a facility in dire need of infrastructure upgrades and personnel changes" is an understatement.
First off, my reservation which was booked directly through Marriott was messed up and I only found out because I called in advance of arrival to make plans given that this was my 50th Birthday trip with friends. Resolving that issue took several calls where I not only incurred international calling charges but dealt with the most helpful Elena and the most unhelpful, dismissive and flat out rude customer service representative by the name of Leonardo. At the time I thought this was a one off and more a reflection of one ill-equip Marriott All-Inclusive customer service employee. Little did I know that this was a sign of the service to come. After all of those calls upon arrival at the hotel my room was still not setup as requested and one of the porters-Andrew- said it was my fault because I should have emailed. Someone should make Andrew aware that an email is not an option on the website AND this comment is unnecessary when delivering bags to the room of weary travelers.
The stay itself was a nightmare, the rooms are in severe need of renovation. The bath fixtures are all loose, water leaked from the light above the bathroom sink continuously. On the 4th night of stay there was a storm and the room flooded; water streamed in from the balcony although the doors were closed, we had to move all items to the beds and closet shelves. When reported we were told someone would come to vacuum up the water, this never occurred. We visited the front desk and cordially told the person on duty of our dilemma and she gave us some used beach towels off the floor. By the next morning, our room still had not been checked on by the time housekeeping arrived. Our housekeeper, then asked to use the phone and placed a report of the leak above the bathroom sink that was now a constant fast drip. Still no one ever came to the room.
The food at the buffet for breakfast and dinner was poor in taste and options. The breakfast buffet experience was traumatizing because the birds are uncontrolled and overran the tables; plates could not be left unattended. The buffet restaurant staff were mostly cordial but in terms of service they lacked motivation and some were downright disrespectful. There was one instance where it seemed we were intentionally being ignored as the tables around us were bussed but not ours and we did not get the drinks requested and ended having to place request with other staff members.
On one night we did visit the sister site Crystal Cove and the buffet was better.
On my last day I expected to have late check out as it was mentioned in my arrival letter only to realize there was a process that was not explained at check-in. I chuckled because it was on the last day that I had the most individuals check on the room as it seemed they were getting different messages from the front desk and each time they came by they were surprised that I had not been given guidance on the later checkout process or called. Ultimately I left the nightmare that was Marriott's Turtle Beach by Elegant Hotels - All-Inclusive earlier than planned for the airport just seeking a more hospitable location before my flight .
The only bright spot at Turtle Beach by Elegant Hotels - All-Inclusive was the activities team, Randall was really helpful. Other than that I left Turtle Beach by Elegant Hotels - All-Inclusive feeling I had paid thousands of dollars to be treated like I was invisible, unworthy of basic courtesy and not as valued as other guests.
On my last day while waiting for my taxi, I did speak with an individual who identified herself as a Customer Service manager, she seemed to listen but I did not even note her name because at this point a person just listening with no immediate action is annoying; it feels like a platitude after 5 nights of egregious service. Which it was, because since then I have reached out to Marriott directly, completing the after-stay survey and have gotten no responses. In fact the stay has somehow vanished from my Marriott Bonvoy history. May not be related but after this experience I cannot tell.
MARRIOTT please close this facility until it meets the standards your clients expect and revisit customer experience training with your teams.
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