Ankur K.
Yelp
Basics:
-They're a new Marriott property. Booking a points reservation with them is impossible (you'll get an error on the last screen).
-A points reservation was available, and I transferred points to my account to book it.
-I tried making a reservation for 8/24 night, continued to get an error. Bounced back and forth from Drift to Marriott. Finally, the Drift asked me to book a points stay on ANY night and they'd move the night for me.
-Marriott, with the help of the "Assist" team, helped me book a reservation for 8/25 night.
-I called the Drift and spoke with Misielle (the manager). She was SO NICE, apologized for the back and forth, and moved my stay to 8/24 and upgraded me to a State Street view. (See picture)
-I got a text message that night asking me to check in digitally. I did so, and said it was my anniversary, asked for recommendations, etc. Basic stuff.
-The next morning (the morning of my trip), I checked my Marriott app and it said the stay was still for Sunday, the 25th. I clicked in, got the red error box, then immediately got an email saying that the reservation was canceled.
-I called Drift to confirm the reservation and spoke with Shelly. She said the reservation was canceled, there's nothing she could do, and that I needed to have Marriott re-instate it. I was obviously frustrated but never personally attacking (obviously).
-I then called Marriott, had them agree to reinstate the reservation and got the agent on a 3-way call with the Drift hotel.
-Shelly picks up, tells me how I was talking over her earlier and frustrated. She said she called Misielle and she said how rude I was to her as well. Then she said I was no longer allowed to stay at the hotel.
Their technical difficulties became my problem. Shelly was incredibly unpleasant and, considering how amazingly pleasant Misielle was the day before, I can assume that Shelly 1/ made up the story about calling Misielle 2/ called and lied her pants off about how "rude" I was.
I've never been told I'm not allowed to book a stay at hotel, make a reservation at a restaurant, or otherwise barred from anything involving hospitality.
EVEN TODAY it's impossible to book a points stay at this property (see picture).