"In Copenhagen, one cannot find modern international hotel chains in its city centre. It is not a cosmopolitan city. Being a loyal customer of Marriott, we chose Marriott despite its not so favourable location. In this city, being near the central station does not mean having the shopping and resturant chains nearby. It is just a train/metro station only. It has Tivoli opposite it but food choice is very limited. The walk took at least 15mins. Throughout not shelter. Thus, it is not near when compared to hotels in other city.
This Marriott is under franchise. One cannot get the same level of service like those of real Marriott hotels. Our experience has been below par.
During room booking stage, we asked if the room has airconditioner where there is individual room temperature setting. The reply was affirmative.
We booked 4 nights in 2 seperate bookings but we emailed the hotel in advance before travelling. The hotel replied to say they have noted we are staying 4 nights throughout. But at the reception, officer named Yole said that the hotel had treated as 2 bookings and it would be an exception for them to manage as a period of 4 nights of stay. This is unusual for an international hotel to say this.
Upon arrival, Yole gave us a pleasant surprise to say the hotel would give a free upgrade. However, after saying that, she said she needed to check with her manager first. Upon her return from manager's room, she said that her manager disallowed free upgrade throughout my stay. They could give only for the first night. For an international hotel with management experience, it will know that no guest who flew in from afar would ever want to shift room after the first night. We turned down the 1 night free upgrade, being meaningless.
This does not matter. It is the experience during stay that determined this rating.
The room is really dated. The water pressure is low. The sink trap and the trap in the bathtub did not hold water. This means, one cannot use the bathtub. Despite our reporting to reception, nothing gets done. No one cares to follow up. Worse, the airconditioner in the room did not work normally. If one sets the tempertature between 20 and 24 deg celsius, it blows warm air. When it was reported, a reception staff came to see. She said the room was too warm. She advised that the airconditioner works only if one sets at 18 deg celsius and below.
It is not a temperature that one will sleep in.
On the first night, we requested for a wake up call at 6.45am the next morning. But the reception called 5.45am the next morning. Even for wake up call, they could not manage. I highlighted to the supervisor named Benjamin and he said he was aware but did not feel apologetic.
We asked for breakfast to be included in room and pay together with room upon check-out. However, nothing was done.
All the feedback about aircon, sink trap etc did not get any response. Until the 3rd day, we were given no choice except to complain. Then a duty manager Valentin attended. He said that the hotel airconditioing system may work this way and changing room may not help. In the end, he arranged a lower floor room for us. We had no choice. We shifted all our belongings that night. The aircon was slightly better. But the water pressure was still low. On lower floor, by right water pressure should be better. In the room, the phone did not work. The sink trap is rusty. See photo. We had no choice. But I still thank Valentin as he was the only person who cares to help.
For this hotel, it spoils Marriott's image greatly. One cannot feel Marriott at all. The local community may accept its physical condition and its level of service. BUt for an international traveller, it is difficult to accept.
This review is to help Marriott to look into these areas and improve. To be an international hotel, lots need to be improved. I have travelled nearly the whole Europe including eastern europe and the Americas, on top of Asia and Oceania, but this is the worst Marriott experience. Each time, stayed in well-knowned chains, such as Marriott, Hilton and Accor group.
This hotel does not send email for guests to review."
