I was a guest at the Gaylord Resort in Maryland (Washington, DC) from April **th to May...
GetHuman-megcrutc's customer service issue with Marriott Hotels and Resorts from May 2018
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I was a guest at the Gaylord Resort in Maryland (Washington, DC) from April **th to May *st, **** with the ACRP conference.**I would like to take this opportunity to provide constructive criticism:****There was a loud bang which came from my window approximately four times a day. Loudly enough that I was awoken from sleep. I wonder if other guests experience the same thing.****The Market food kiosk is terrible. The cooked food is soggy, dated, and inedible. This leaves guests looking for a quick meal with that or the coffee shop. I had a cupcake for lunch, enough said.****The lack of room service options leaves much to be desired. One should be able to order from a sit-down restaurant and that brought up. Instead you are left with the dated and soggy market food if you are unable to leave your room due to working or whatnot.****The customer service at the front desk and the “Consider it Done” feature leave much to be desired. I had a financial issue which I needed cleared up. Rather than being able to help, I was passed on from one representative to another who told me of yet another option which they told me was the only option. FOUR only options. When I repeatedly asked to speak to the manager, I was refused access and only told that no one else would be able to help me. I never was allowed to speak to a manager and, at one point, was told that the representative didn’t know who that was. You may as well call it “Consider It NOT Done”.**On a positive note, Michael in Finance, was very, very helpful and a pleasure to work with. Although he was challenging to reach as the representatives did not want me to speak with anyone else.**As the Gaylord prides itself to be a top-notch resort, the accommodations are disappointing.***Sincerely,*Megan Crutchfield, MPH******@***.com
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