Exceptional

Bad

Horrible check in experience with...

Liked: The only redeeming part was during check out the following morning, when Beatrice gave us a very warm greeting and provided a heartfelt apology from the previous night's experience.
Disliked: The hotel facilities were modern and nice. The bed was comfortable. The room was huge. The bathroom was spa-like. The view of the Owings Mills metro area was impressive. However...When we arrived very exhausted from completing our moving, Shantelle at the front desk was chatting with another guest. When we came, she moved behind the counter with the guest without any welcome greeting or acknowledgement for us. We waited patiently for at least 10 minutes while Shantelle and the guest continued talking at the counter. I approached and mentioned that we just need to check in. She looked at me annoyed and responded that she is working with another guest. We waited a few more minutes when another front desk staff, Sophia, came. She also ignored us while she and Shantelle continued talking to the same guest. After a few more minutes, that's when Sophia called to attend us. It took less than a minute to check us in. I complained about the unwelcome treatment that we received and she gave a cold apology.The only redeeming part was during check out the following morning, when Beatrice gave us a very warm greeting and provided a heartfelt apology from the previous night's experience. Although, it's already late for any apologies as the "cup is already cracked". Due to this experience plus having to pay for $10 per night for basic internet, we canceled our planned 13-night stay at their Element hotel in Irving Texas. We vowed to never again stay at another Marriott hotel.

Passable

Great

Exceptional

Pleasant

Exceptional

Exceptional