Guest User
March 26, 2024
Horrible experience. Do not book with this hotel. I was traveling with my 4 yr old son. Two weeks before travel, I received an email stating they were having issues with my payment information. The email stated that they would cancel my reservation in 3 days if there was still an issue. So I updated it on the same day and wrote them back. Then, I never heard back so I assumed all was well. Well, we stated our trip and traveled to London. The day we were set to leave London and start our stay in Paris, mere hours before our arrival, I received an email that our booking was canceled. I called Marriott Bonvoy who tried to contact them. They hung up on them. Then, I called and had to continue calling 10 times to get reception to pick up or stay on the line with me. They accused me of never fixing the issue and then stated they never got my email. I shared that I had proof and they stated something must be wrong with my email (although it seems like service seems to remain an issue at this hotel with emails. See other reviews below). I was, again, traveling with my 4 yr old son and was beyond frantic and panicked that we had no place to stay the night. By the 10th call, they stated that they were willing to honor the price and then stated that they couldn’t take us anyway because I indicate 2 adults instead of 1 adult and 1 child. What does this even matter? Also important to note is that this was the only hotel that had issues with my payment information. No hotels in London or my newly booked hotel in Paris had an issue. All in all, the most cruelest experience I have ever had on a trip and with hotel reception as it was clear this was done intentionally.