Courtyard By Marriott Burlington Williston

“Pool and then some...”

Checked in 7/9. I called ahead 2x Hours before check in). First call- I asked about washer and dryer. Talked to a guy 7/9 (11:22am). Asked about washer/dryer. Was told they use quarters. Fine. Called again at 2: 46pm and asked specifically if the pool was working and asked if there was a hot tub (t… more

Checked in 7/9. I called ahead 2x Hours before check in). First call- I asked about washer and dryer. Talked to a guy 7/9 (11:22am). Asked about washer/dryer. Was told they use quarters. Fine. Called again at 2: 46pm and asked specifically if the pool was working and asked if there was a hot tub (there isnt, not ideal but fine). The man I talked too assured me everything was good. I pushed through an online registration for 1 room. Checked in at 6 30p after a long day of driving. Was told dryer was broke. Was told the pool was out of order. The pool sign said it was down for routine maintenance however which indicates it having been a planned down time (vs. something breaking). My ASD kid is FREAKING OUT. Thus, why I called ahead. Super super frustrated. We would have absolutely cancelled our reservations. The dryer got fixed and we were able to do our laundry. The pool was a huge deal for our family and never got fixed. I came downstairs to get quarters and asked the woman behind the counter "do you have breakfast in the morning". She indicated that yes, breakfast was out between 6:30 and 9 30. I assumed complimentary breakfast like all the other hotels I stayed at and therefore didn't ask. This morning I came down and there was a sign out for the price for breakfast. I didn't ask and she didn't say that there was a cost. I spoke to the manager, Donna and the man who fixes the pool. At the end of the day was i upset all night after a hard day of travel with an upset family-yes. Do I understand that crap happens? Yes. In an ideal situation, where possible, I think it would have been excellent customer service for the man who fielded my calls to try and find a way to call me back to provide the latest on the state of the pool so we could have made an informed decision about admission. That, or atleast cross reference the registration numbers with the numbers that called in. I know things like this arent always practical but as a person who deals in high level service recovery at a major Healthcare system, I know the lengths that I would go through to make things right and be proactive vs reactive. I will say this: talked with Donna the manager and she was sincere and kind and tried to make as much right as possible. That's hard for a customer like me who was rooted in the frustration that came from a BAD night with ASD kid melt downs paired with a long day of driving and exhaustion. Donna's ability to see it from my perspective was key in helping.

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“Bad experience”

We assumed that breakfast was included. It was not. So we bought breakfast food and put it in the refrigerator. Which didn’t work. Heat was stuck at 78 degrees! Worst Marriot we have stayed at. Ice machine didn’t make cubes. It was like slush