Kimberlee O.
Yelp
I am writing to express my profound disappointment and frustration with the reservation process at the 1Watson restaurant/rooftop bar, a Marriott property.
On March 4th, I submitted an email inquiry regarding a company party reservation, as instructed by the website. Despite following the provided instructions and diligently following up with daily phone calls, I received no response. On March 8th, out of desperation for a resolution, I contacted the main line and requested the contact information for the Food and Beverage Director, Amanda.
Upon reaching out to Amanda via email, I received a vague response indicating a shift away from reservations, despite clear instructions on the website and multiple prompts for reservation inquiries. This response fell far below the expectations associated with the Marriott brand, and it demonstrated a clear lack of care and concern for us as guests.
To exacerbate the situation, Amanda shared excerpts from her email on social media, further highlighting the inadequacies of the reservation process. Despite indicating that reservations could still be made for groups of 12 or more, the reservation system only allowed for selections of up to 8 guests. This discrepancy, coupled with the poorly managed internet and social media presence, lack of response to web forms, and indifferent attitude toward guests, is deeply disappointing.
As patrons who chose Marriott for its renowned consistency and high levels of customer service, the experience we encountered at 1Watson has fallen short of our expectations. San Antonio may have its challenges with customer service, but we anticipated a different standard from a reputable brand like Marriott.
In light of these issues, we intend to forward this complaint to both Winston and Marriott corporate offices. Additionally, we will be leaving appropriate reviews to caution other potential guests.
I urge you to address these concerns promptly and implement necessary measures to improve the reservation process and overall guest experience at 1Watson. Your attention to this matter is greatly appreciated.
Also, the fact that no one from the hotel even bothered to reply, says a lot about this business.