Kritthiphat B.
Google
Below-Expectation Service at the 37th Floor Bar
I visited the bar on the 37th floor after dinner, but the service did not meet expectations, especially when compared to the standard normally associated with Marriott.
A reservation had been arranged for me in advance, yet upon arrival the check-in process felt unclear, as the host seemed unsure about the reservation details and asked the same questions again, giving the impression that the information had not been well communicated.
After being seated, I was given a menu but received no further service. No one came to take my order, offer recommendations, or check on me. I waited for around 15 minutes without any interaction, which was disappointing for a five-star hotel.
I could have raised my hand to call a staff member, but having to do so would reflect a level of service that feels unprofessional for a hotel of this standard. When a staff member finally approached, I informed them that I had been waiting for a long time; however, there was still no apology.
While the bar has a nice atmosphere and a great location, the level of service was not in line with Marriott standards. With better communication and more attentive service, the overall guest experience could be greatly improved.