Caillah Reed
Google
I had a very disappointing experience at Falls Marriott during a company trip. While the rooms were decent, the customer service was absolutely terrible.
When I arrived, I gave the staff my number to call me when my room was ready. I received two calls, returned to the hotel, and paid $100, thinking everything was settled. However, after my meeting, I was locked out of my room with no warning, no call, and no text. When I went downstairs to sort it out, they charged me an additional $66 for “fees and liability,” claiming it was due to a glitch in their system that hadn’t charged me the full amount initially. I paid it and confirmed with them that it covered my stay from Thursday to Sunday. I even updated the card on file — or so I thought.
On Saturday, after another meeting, I went to get an itemized receipt, only to be charged yet again, this time $50 more. The manager, Hunter R, at the desk was completely lacking empathy, irritated, and even huffing and cutting me off while I tried to explain the situation.
Beyond the awful service, my room had visible issues: a dent in the board under the TV and what appeared to be jam smeared on it. I asked staff to clean it, left for hours, and came back to find it still there.
Overall, the experience was exhausting and unprofessional. I absolutely do not recommend this hotel if you’re looking for a smooth or welcoming stay out of town.
Update: I learned about the overall manager not from hunter but from a coworker going through the exact same situation, they locked her out too. The only reason i updated my rating is because of Mrs. Goddard. She was kind, understanding, and took accountability. She apologized for the poor experience I had and offered me a credit for the food here. The food is delicious, tandems truffle fries are amazing. Thank you Mrs.goddard!