Amazing staff, always extremely professional. Cassie was fantastic especially. The valet service is always quick and the staff is very polite. Would absolutely recommend using the valet service at the Kansas City Downtown Marriott.
This review is purely about the horrible check-in experience. I arrived early and did not expect a room to be ready, but I also did not expect the bad attitude or poor treatment from Sydney, the front desk associate. She said the hotel was at 95% capacity and no rooms were available because they were being cleaned. That is understandable. She said because I was Titanium level with Marriott, that a room should be available around noon and if I used the Bonvoy app to check in it would alert me when the room was ready. However the app would not allow me to check in. Sydney had no explanation for this. I asked if I could get access to the concierge lounge so I could work. She said that was not possible. I explained I have this happen all the time at other Marriott properties so she asked her manager and magically it became an option. I came back to see if my room was ready at 12:45, Sydney looked and said no (she offered nothing else). So I asked if she could check to see when it would be ready so she tried to call housekeeping and nobody answered. She just stared at me so I asked if she had any idea of when the room would be ready and she said no. So I asked if I just had to come back to the desk and she said yes. She should have offered to call or text me when it was ready. I have stayed 80 nights already this year in Marriott properties and have to say this is the worst check-in experience this year. It is clear that Sydney has not been properly trained in hospitality management, has no idea how to treat a customer and frankly does not care. I think all of this goes to a deeper issue of poor management at this property. JW Marriott would be appalled and disgusted with this service.
Until they make changes to the front desk staff, I will never be back. A friend of mine met me there, she reserved the room. All was in her name. All she did was put my name in the comments so I could check in since I arrived before she did. But for some reason, the front desk charged me, and said they had no record of charging her. When she checked in, she had to give her card, she also upgraded our room, but for some reason, I was still charged, and the front desk has no record of her. But again....she checked in and upgraded our room so they have to have something. Also, the Bonvoy app shows her card as the primary for this reservation, but still, they charged me. This was sent to the hotel and still, I can't get refunded. This is terrible service. Do better. I shouldn't have to do all this running around to get this corrected. This was Marriotts error!
So the hotel is very nice with a full bar that serves food. and has a friendly staff who got me checked in straight away (thx Mandy?) The room was spotless with full frig and silverware and glasses and extra blankets in the closet
Hugo was the best shuttle driver I have ever had. He was knowledgeable about the area, had great advice, and got us home safe! Even in crazy event traffic he was able to maneuver the roads effectively! Couldn’t speak higher of him! Thank you Hugo!
Hugo was so very kind and very helpful, best driver i’ve ever had in my entire life. I highly recommend him and will be coming back. If you need anything just ask Hugo and he will do his very best to make any accommodations possible!!
I stayed here for almost a month and had nothing but exceptional service! From the friendliest Valet’s who assisted me with whatever I needed, to the concierge‘s at the front desk who were more than happy to assist me with any questions I had. It’s kind of hard to find the self park garage when you first check in, but Dylan was very helpful with helping me understand the parking situation and answered all the questions I had. The only reason I’m giving this hotel 4/5 stars is because I noticed that my room was never fully vacuumed and there was food left under the tv stand/dresser in my room from the previous guest.
Robin works the bell desk and was so helpful to somebody who didn’t know the area. I was in search of a “Mom and Pop” breakfast and coffee place. He sent me two block down to the trolley at 12th and Main, which was safe, timely and air conditioned and rode it down to the city market area. I picked up some fresh fruit, and got the best cup of coffee I have had in a very long time from the little shop in the North corner of the area. Thanks Robin for your direction and professionalism!
Utilize the street for quick drop off so guests don’t have to wait during busy times. Too many cars are valet parked on the street, clear those away and make that a valet drop off. The pull up driveway is too narrow
I stayed there many times over 23 years and despite being a Platinum member never got an upgrade room. The staff were wonderful but didn’t make up for the lack of loyalty to a good customer with 2,500 Marriott nights