⭐️⭐️ Disappointing and Unwelcoming Experience
This was the fourth hotel I stayed at during my current West Coast trip, and unfortunately Courtyard by Marriott Santa Cruz was the only one that made me feel genuinely unwelcome. The overall impression was that I should feel grateful just to be given a room, rather than welcomed as a paying guest staying three nights.
Key issues:
No daily housekeeping
The hotel does not provide daily room cleaning. This was not clearly communicated at the time of booking or during check-in, which was disappointing.
Inconvenient process for basic necessities
Because of the alternate-day housekeeping policy, I had to queue at the front desk just to request clean towels, coffee refills, and disposable cups. This was inconvenient and unnecessary for a hotel at this level.
Poor front desk interaction regarding late checkout
On my second day, I approached the front desk to inquire about the possibility of late checkout as a Marriott Bonvoy Gold Elite member, as I needed certainty for activity bookings on my checkout day.
While speaking with one staff member, another senior staff member interjected with a blunt “Not guaranteed, subject to availability,” without any attempt to understand my situation or explain the policy in a courteous manner.
I fully understand that late checkout is never guaranteed, but a little empathy or a polite explanation would have gone a long way, especially for an experienced Marriott guest.
Rude response to a simple request
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