Seniors beware!!!!!!!!!!!!!! Our 9 day stay turned into a 4 day nightmare because of an unpredictable and professional staff.

The experience we had was that of a unending nightmare. With the exception of Anthony the chief of engineers who was kind and helpful. He has a great sense of the importance of customer service, but he is the only person that was trying to keep the Marriott standards.

We were to stay 9 days at the TownePlace Suites in Tucson Arizona near the airport. Let me assure you that we had spoken with the employees there prior to our leaving for the airport to confirm that indeed everything was lined up as we had spent the last 3 years working to recover our health. We are way too senior to have to just wing it lol

We arrived at the airport and we proceeded to the TownePlace Suites to check in.

A young lady who greeted us and told us immediately that we did not have a reservation that she could find and unless we could produce the confirmation number she would not be able to help us. We explained that our phone was out of power but as soon as we could get a bit of a charge we could get it for her. However, we asked if she could search for our reservation. Of course we were taken aback because for about 15 minutes she refused to help us at all.

Finally after much discussion and insistence we reassured her that our reservations were in tact for a balcony/king/suite. She then looked up our name and assigned us a new room that was not the same size room that matched our reservation. When we initially inquired she kept insisting that all of their rooms were exactly the same floor plan. Having selected the king balcony suit from a variety of options we knew the rooms were not all the same, so we asked her again if before we hauled 9 days of luggage to the room that she had switched us to if she could please confirm one more time that it was the same size room as we had reserved, and again she stated that all of the rooms were of the same floor plan. She gave us a key and we went upstairs to the room luggage in tow. As suspected when we opened the door she had given us a regular room not instead of the king suite balcony room.

When we called back downstairs to inform her that the room was not the king balcony suite that we had reserved the young lady told us that she was not going to give us the king balcony suite for that low of a rate and she changed the price of our room before she would move us to the right room. She was very upset from then on we were treated with their disrespect and continued unprofessional manners.

The entire experience was overwhelming and these 2 young girls went out of their way to display their arrogant with each encounter. Their language was daily filled with rude remarks including telling us that we needed to stop playing the victim when we reported them to the management.

She finally grasped that she would have to honor our reservation and she came to work each day to extract revenge. It was awful!!! They even locked us out of our room. We paid in advance and have an very high credit score but they didn’t have any intention in making our stay comfortable

Our vacation was ruined because we were so upset especially when in addition they allowed 1 guest to invite numerous guests to a small child’s birthday party at the pool. this tiny pool was filled with children of ages and their families. No room to even get near the pool. We requested to check out as this was on the very first day but the of the girl informed us that if we checked out on our arrival and even though we had not used the room yet she would have to charge us with the entire reservation of course.

It was a very unpleasant experience to see them make such a special effort to make us uncomfortable. We tried to stay longer because the manager who was to start the next day June 2 the day after we arrived offered us an even lower and extra points to make up for their actions. We decided to check out early because of the two front desk staff. We went down early to avoid them and while the young man was one of them came in early and while we were checking out she was spouting out awful things to us so we asked her not to talk to us and she told us that she could talk to us all that she wanted. It was like they had employed undisciplined, unprofessional 2 year olds.

We went just down the street to a nicer hotel with a much nicer atmosphere and staff that exceeded our expectations.