拉古娜崖萬豪水療度假飯店(Laguna Cliffs Marriott Resort & Spa)

Got additional charge without any notice. This is not why I gave you guys my credit card for. I called the customer service several times and got no feedback. Every time a lady will tell me that someone will call me back or send me an email. You guys made Marriott like a fraud. Shame on you. Will never visit again.

Das Hotel an sich ist sehr gut, Lage und Einrichtungen sind top, Ambiente und Essen im Restaurant "Knife" ansprechend. Schwach ist jedoch das Hotelmanagement: Während unseres Aufenthalts Ende Juli 2023 fanden in SoCal tagelang Streiks von Hotelpersonal statt, u.a. auch direkt vor dem Eingang des Laguina Cliffs Marriott. Die Streiks begannen morgens gegen 5:00 und wurden bis zum Abend lautstark mit Megaphon, Sirenen etc. durchgeführt. Meine Kritik bezieht sich nicht auf die (gesetzlich geschützten) Streiks an sich, sondern wie das Management damit umgegangen ist: Ich hätte es für geboten empfunden, dass das Hotel seine Gäste proaktiv informiert und sich entschuldigt hätte, ggf. in Verbindung mit Angeboten zur Kompensation (z.B. Freinacht bei nächstem Aufenthalt o.ä.). Ich sprach den Manager nach einigen Tagen darauf an, woraufhin dieser lediglich sagte, dass er die Situation verstehe und mir das Erlassen der Resort Fee anbieten wolle, also 35$ pro Tag, was in Relation zum Zimmerpreis von rund 700$ pro Tag kümmerlich erscheint. Auf meine Nachfrage ließ er dann nochmals einmalig 100$ auf die Rechnung nach, ich beließ es dann dabei. Ein Witz, dass bei einer solchen Beeinträchtigung des Aufenthalts jeder Gast individuell vorsprechen und eine Kompensation quasi aushandeln muss.

we were woken up at 5am by strikers outside with megaphones, horns, and chanting. we could not sleep. we were told we would get a return call from the hotel manager and never did receive one.

I had some valid complaints, and reported several shortcomings for a resort that charges $600 plus a night and the manager did not address my concerns in a fashion that felt affirming.

I had requested connecting rooms. We did not get. Carlos, the front desk clerk said we can’t do that because you booked through an outside agency. He told me I should only book through the hotel directly if I expect to get anything. Also wasn’t put on the same floor. I had to take a down grade to be on the same floor as my family.

I reserved and paid for a room with a pool view/balcony. I was told by Chris at the front desk that I did not select correctly online. I then called ********* and spoke with Vanessa who confirmed reservation was pool view/balcony she called the hotel and spoke with Chris who confirmed with her that no rooms with double beds, pool view were available. Chris told Vanessa they could move my family to a king bed, with a pull out couch pool view with balcony. I was agreeable to this room change and went down to front desk to make the room change and obtain new keys. Chris was no longer at the front desk and I was required to explain the situation again and asked to wait to speak to the Manager. I waited, then spoke with Manager who confirmed there was no king bed, pool view with balcony available. What a waste of time waiting to get the run around and be misinformed twice. As I stated to the Manager, it was crappy. Crappy service, and his attitude was clear that he could care less. He stated he was sorry that I felt that way, no apology for being misinformed by employees, or the fact that my time was wasted resulting in an outcome of disappoin**ent. I travel a great deal and have never experienced such confusion with a reservation and my time wasted standing around the front desk, re-stating my complaint and expecting to move rooms to accommodate my purchase as relayed from Chris at the front desk to Vanessa at *********. Such confusion and inaccurate info from the hotel employee