Alexis M.
Yelp
The hotel is a 3-star at best. It's clean and big, but gives "ballin' on a budget" vibes. Which is fine because I am ballin' on a budget.
This 5-star review is for Tom. Tom works at the front desk. He's the guy who took my call when I needed to troubleshoot some internet login issues.
This hotel is really stingy with WiFi, so you have to be a Platinum member OR pay for access. Luckily my wife is a Virgo, and she was probably the first Platinum member to sign up when Marriott started the Club.
The problem was, the Platinum code I got wasn't working so I called the front desk to complain/troubleshoot. No one picked up the first time which was annoying. But honestly understandable, given labor shortages due to The Great Resignation/Recession/Depression, etc...
When Tom finally answered, I was a bit irritated already, NGL. The convo didn't go so well initially; Tom insisted the code worked while I insisted it didn't, "Because why TF would I be calling you, if the code worked?!"
The back and forth culminates into me pulling a massive "Karen-Flex" and I politely go "What is your Name?" Shots Fired.
That's how I found out his name was Tom.
So now Tom is shook, and all of a sudden he turns into "Geek Squad" and I can't keep up with the troubleshooting tips. I say good night, and my Virgo wife asks me to recount what happened.
I was in the middle of recounting how unprofessional and rude Tom was being, when my Wife interrupts to point out that the code Tom shared, was different than the one I gave her. She tries Tom's code and BOOM. Internet.
At that moment the phone rings and I know it's F**king Tom. So I told my wife "Don't pick up!" and she ignores me and picks it up and of course it's "F**king Tom.
Right when my wife is acknowledging my "User error", I take the phone and confess to Tom that he was right all along. Tom then apologizes for losing his temper, turns out he had a rough day with someone he cares about.
We talk about how tough relationships are for a bit, and I'm insisting that the whole misunderstanding was my fault, while Tom's insisting that it was his. We apologize to each other, I wish him luck with Love and then I got off the phone to write this review.
Tom is working a front desk in the middle of the night, and has to be perfectly helpful and happy no matter how wrong or rude a Customer is being.
Because all I have to say is "What's your Name?", and he knows it's not because I care, it's because I can go to his manager and get him in trouble. And I'm ashamed of myself. Because that's exactly why I asked for his Name.
Well Tom I'm not perfect, but your professionalism and service tonight was. It was 5 stars to be exact. You kept your temper in check and even followed up with me afterwards. I'm sorry I was a Dick/Karen. And I'm glad I know your name. Marriott, you guys have a real All-Star on your team.
P.s. Tom, if the person you're having trouble with is a Virgo, give up now. They're probably right, even when they aren't