I do not usually write complaints such as this and especially not against Marriott, but this is the 3rd time in last 2 years I've had this same issue with Miami Marriott Biscayne Bay and their highly incompetent staff. I am a lifetime titanium ambassador at Marriott -- the highest ranking member in the world --with millions of dollars invested in the Marriott brand.
Our business flys in potential clients and I personally go to the hotel in advance to check them in for a seamless check-in process when they arrive. I provide my credit card information and give clear instructions to put that card on file so that our guests only need to give their names and are then handed their room keys. As a CEO, I barely have time to brush my teeth let alone spend my time to go and check in prospective clients, but I take this extra step to ensure there are no issues and this Marriott branch completely wastes my time and leaves a bad taste in the mouths of our clients.
Each time this issue happens, I am assured it will never happen again and it does. Specifically my staff dealt with a staff member named Lily who "lost" the reservation and demanded my client provide credit card information (against my explicit instructions). How can they lose a reservation when I checked them in ahead of time and left my credit card information? What's even worse is that when you try to call they put you on hold for 15 minutes and then hang up on you. This branch needs to get their act together. I'm sick of supporting their careless and lackadaisical branch at Miami Marriott Biscayne Bay. Their poor customer service and attitude has affected me and my business for the last time. Therefore, I cannot in good conscience recommend this branch to anyone, especially to tired travelers who prefer not to be greeted by unpleasant and incompetent staff who lose reservations and can't take simple instructions.
Ironically, after all of this, my client was given access to the wrong room and was checked in TWO HOURS after her arrival due to THEIR mistakes.