The absolute worst dirtiest room we’ve ever been in, and it was - believe it or not - downhill from there.

Late check in in person - but pre-checked in online and spoke to a Live Agent via chat early afternoon to ensure we’d have a rollaway.

Make Note #1 ….

The only great thing about this entire ordeal was the first Front Desk agent with whom we checked in in person, Nina, who was outstanding.

We did confirm ROLLAWAY but they were apparently all used? Being reasonable people we just say It’s ok, we just need it for sure on Night 2.

You see, Nina was pleasant and professional and helpful, so we reciprocated and did not make a big deal of the missing rollaway which had been confirmed in writing hours ahead with a LIVE AGENT online.

Entered room after 10PM. Saw the absolute wreck of marinara (at least we hope it was marinara) stains on the couch. Like chunks and streaks.

Documented it via text to the Chat Agent so it’s clear we will not be charged for the damage. We go to bed.

FECES

Next morning, spouse informs me there’s streaks and actual bits of feces in the guest toilet which we had not used the night before.

Clearly the room had NOT been serviced.

At this point, aside from wanting to puke, we wondered what in the name of Petrie Dish we slept in and our child slept in.

Topping it off - in the shower soaking wet as one tends to be - I got precisely 1/2 pump out of the conditioner before it’s gonzo.

Head down to FD in the AM to discuss matters, and so the odyssey began.

1. FD Agent who is not Nina listened intently. No apologies but offered a new room, higher floor, waiving of the resort fee. We say ok. They say, we just need guests to check out as it’s still early and then the room coordinator will set aside a room on a higher floor and call me on my mobile.

Make Note #2!

2. after lunch stopped by FD and checked on the room. Different agent. He provided the actual room number we’d move to, said leave all the bags next to the door and the bellman will move us, likely very soon (this was around 3PM).

BUT THEY WILL CONTACT US ON THE MOBILE ON FILE WHICH THEY ONCE AGAIN CONFIRMED.

I REITERATE WE WERE CONFIRMED TO HAVE A ROLLAWAY.

3. fam goes to the pool and mom stayed behind to pack up and get everything ready for the move.

4. by 5PM with no call or update, I call Guest Services. The gal on the line offered a lower level room and is that ok? I said No. No it is not ok.

I said we’re supposed to move to Room X.

This gal literally condescended and huffily said “MA’AM THAT ROOM IS OUT OF SERVICE”. Like it’s so obvious and what made me think we’d get a higher floor.

** it was at this point we were DONE playing nice.**

I asked for the AGM or Supervisor and further shared with this guest services agent about what we have gene through, how I am sitting missing a day of holiday waiting, how no one told us anything and hello, there is poop on the toilet.

I did not yell. I did not curse. I did not call names. I simply vented in a heated manner how disgusting this ordeal has been.

Ladies and gents, she hung up on me.

So I call back maybe 6 or 7 times before someone would pick up.

5. eventually speak with another guest services person who is at least trying to help and offers to have the Manager call me on my mobile.

FOR THE 3RD TIME I CONFIRM MY MOBILE.

Nick says room available is confirmed on a higher floor. As promised.

I CONFIRM YET AGAIN WE NEED A ROLLAWAY.

At this point it was after 6PM and we had to leave for dinner reservations.

6. around 6:30/7 I step out while my family is at dinner to call Guest Services again as we did not want to still be dealing with all this the following day - July 4th.

After bouncing around and waiting on hold - I finally get an agent.

Have to explain it all to Micah.

She confirmed the room on a higher floor, said once we get back to our current room to call the Bellman and they would come up WITH THE NEW ROOM KEYS and also help us move.

OH and by the way, we cannot have the rollaway bc it’s not allowed for a 2 Queen Room.

I explain - it’s a suite, There’s a living room, Not one FD or Guest Srvcs agent said this before - but ultimately she said OK and said it will be brought up to the new room at 9PM.

She also transferred me to the OP’s Manager

At this point for the FIRST TIME I finally speak with the Operations Manager. I explain to Jasmine everything that has happened.

6. at 9, we make it back to the old room and WE ARE LOCKED OUT.

So we go to the elevator bay and use the courtesy phone to call Guest Services again.

Helen was fine but I asked for Jasmine as she knew the whole history and how the Bellman was supposed to come up.

Jasmine confirms all and asks us to sit tight. It’s 9:20PM. My child is sleeping on one of those benches outside the elevators. He is exhausted and so are we.

By 9:40PM, no one in sight, my husband decides to go down to FD and just stand in line AGAIN if needed just to get the room key for our current room.

The FD agent wants me to come down as the reservation is under my name.

I say I can’t - what if the bellman arrives while I’m gone?

KEYSTONE COPS, People!!!

Eventually thank god once my husband explains what in the name of all that is holy in Bonvoy is happening, we get the old key and the new keys.

7. at this time it’s 9:50PM. Just as we arrive at the old room, we see the bellman arrive.

He had taken a freight elevator.

HAD WE STAYED WHERE WE WERE TOLD TO STAY PUT, WE WOULD HAVE MISSED HIM ENTIRELY.

8. by 10PM of Night #2, we finally made it into a friggin seemingly clean room.

Before we entered, husband offered to bet on whether the Rollaway bed would be there. But we both knew it wouldn’t be there so there was no bet to be had.

CLEARLY, THERE WAS NO ROLLAWAY.

9. I once again called the Borg I mean guest services for the rollaway. I was told they’re all allocated. I said please check bc I was told HK would set one aside for us. They came back on and said, Yep, they did and it’s on the way up!

HK arrived a few mins later with a sheet and a blanket.

I F’ING KID YOU NOT.

10. at nearly 11PM on Night 2, I wearily called guest services for the umpteenth time.

This time I got Prim, the hotel Ops Manager.

FINALLY HAIL THE GODS OF HOTELS Prim stepped up and said she will speak with the HK Manage directly and we WILL have a rollaway that night.

And for once - of all the people I spoke with on this Long Terrible Ordeal - I believed her.

A few minutes later we got the rollaway.

11. if only it ended there but 5AM on our final day, we are awoken by the sounds of water dripping.

THERE IS WATER COMING DOWN FROM THE LIGHT FIXTURES ABOVE THE BATHTUB AND THE SHOWER!!

As if it was a faucet. Not drips. Actual cascading water. From both fixtures.

And it smelled.

We surveyed the hallway and there were fans on high throughout so clearly there was an issue.

***

My husband is Titanium but this was booked on my Bonvoy.

He is Titanium because we do a ton of leisure travel, not because of work. Not that it matters.

None of this should have happened to ANYONE.

I bring it up because we have stayed at many Marriott properties.

We have never once seen a room as filthy as this. We have never once encountered so much inefficiency in service recovery.

It was Keystone Cops meets Who’s On First.

Not to mention the one gal who hung up on my who is not named Micah or Helen. I believe I got the bad egg when I called from the elevator courtesy phone around 9;10PM on July 3rd.

She was argumentative again and so I said I believe I spoke with you earlier and you hung up on me so please transfer me to Jasmine now.

***

As a former corporate leader for a 5 star global brand - I could recognize all the failure points as they happened.

I have never once said this because HOUSEKEEPING typically deserves an award for how hard they work BUT - the housekeeper who “serviced” that first room should be fired.

On the spot. The HK Manager should be put on notice. On the spot.

Because when we were checking in the first day - we overheard the guest checking out saying he didn’t want to make a big deal but the sink was dirty in their room when they entered.

YOU HAVE A MAJOR SYSTEMIC HOUSEKEEPING PROBLEM and occupancy at 98% is NO EXCUSE for turning over unhygienic filthy rooms.

The last time I saw a room this filthy was at a D.C. Econolodge in ‘91.

You may have a “W” on the building facade but you are a ln Econolodge at your core.

2. your SOPs are WHACK. Every FD except the first one needed to walk back to the back room repeatedly to check on every little question or need.

They were checking with Room Coordinator constantly.

The Room Coordinator is a LOW LEVEL BACK OF HOUSE ADMIN.

Your FD is FRONT OF HOUSE AND GUEST FACING.

Jesus. It’s hospitality 101.

Your processes are very very poorly set up or they are not being followed.

3. Guest services also constantly needed to check with the Room Coordinator.

Gee that’s a lot of people checking with a COORDINATOR.

Think about it.

4. train your Guest Services people to ensure consistent delivery of service - I believe it was “Jamaya” (not sure of spelling or correct name) who was argumentative, condescending and ultimately was the one who hung up on me.

5. your people:

Micah, Helen and Nick were fine. Jasmine was helpful. Prim is a rockstar.

Nina was wonderful. Sherrell and the young man with earrings were both fine. But there was never a FD Manager out behind the FD on hand to observe or be available for escalations so to the Guest, all we can see is each FDA constantly going back behind closed doors.

That is very poor management of FD.

Also FD is guest facing and should be empowered. Not checking on basic minor items with a COORDINATOR in the back.

This isn’t a Staples c 2000.

5. even though I was promised a call back from a Manager, and even though I was constantly confirming my number with multiple agents, not once did I ever receive an actual call from one.

6. we wasted an entire 24 hour period out of this long weekend on the phone and dealing with this.

Ok so you have a HK problem. Thats one thing.

Service recovery is another. You have TWO BIG PROBLEMS.

Service recovery should be simple:

1. guest goes to FD.

2. FD places guest in a new, ideally better room, or at least clean.

3. FD apologizes.

4. guest can get on with their holiday.

> the bellman goes to the room and moves the bags for the guests

> the rollaway is noted from the get go by the LIVE AGENT on the CHAT and guest never needs to follow up on it because IT WAS SIMPLY HANDLED

The above scenario plays out every day everywhere all over the world.

Except, it seems. At the W Las Vegas.

Your hotel is a shitshow. The poop is on HK. Every problem after that - that’s on Management.

***

A “W” you are not.