4/10 Poor
Andrea
Business traveller
Nov 18, 2025
Disliked: Cleanliness, staff & service, amenities
I messaged the hotel through the Hotels.com app to let them know I’d be arriving around 3 AM. My flight was canceled, and I had to drive from Georgia overnight because I’m here to photograph a wedding — it was already an exhausting and stressful day.
When I arrived, the front desk agent told me I was marked as a “no-show” and that the hotel doesn’t receive the messages guests send through Hotels.com. The app never says guests must call, so I had no way of knowing. After a long overnight drive, the lack of empathy was disappointing.
Even after I showed her the message, she made me wait to see if I could still get the room I paid for. She then charged an unexpected $250 deposit simply because I arrived after 3 AM — a policy I’ve never encountered at any Marriott property and one that was not listed anywhere on Hotels.com.
For a three-night stay costing $584 at a run-down property, the entire check-in experience made an already difficult travel situation even harder. Clear communication and basic kindness would have gone a long way.
Andrea
Stayed 3 nights in Nov 2025