My daughter got married in Minneapolis on 5/28/22 and we used Hotel,Ivy as the host hotel. We had some guests back out from reservations at the last moment and fell short of our block requirement. They kindly forgave the shortfall, anyway. The hotel is beautiful and elegant. We had booked a suite the level below the penthouse for the bridal party to get ready and the next lower tier suite for the groomsmen. The bridal suite, through no fault of the hotel, smelled of a particular flavor of smoke, and after an attempt to clean it, still wasn’t immediately acceptable. One of the managers, Ziena, worked hard to try to make it right. Ultimately, she gave my daughter the penthouse. Additionally, my hard of hearing elderly father locked my son out of the room they were sharing with the deadbolt, thereby preventing staff from being able to open it. He could not hear banging on the door. Again, the Hotel Ivy staff came through, supplying my son with a room for the night without charge. It was so refreshing to see a business look out for guests. That is the way one gets loyal customers and count us as such! Thank you, Hotel Ivy and Ziena! Monellos was fabulous for dinner, as well. Scott Westenberg
- Guest User
I am not covering this stay in great detail. One issue was so serious that everything else I might have said would be irrelevant. We stayed in a Grand Suite. It is 3:00 pm. We are dipped sitting in the lobby waiting. Hotel Ivy’s contract said that check-in is at 3:00 pm. Honoring contracts is apparently not the Marriott way. We were shown to our room at 5:20 pm. While we were waiting, they lied to us. They told us the guest occupying our suite had a 4:00 pm check-out. But funny thing, their website said they had three Suites available. All of them were occupied until 4:00 pm? Why would they do that if they had promised us that the room would be available at 3:00 pm? Let’s discuss this late check-in further. When we rented the room, Marriott sent an email summarizing our contractual agreement. That summary covered, the room rate, the days of stay, and the hours during which we had rented the room—in other words a check-in time and a check-out time. Between that check-in time and check-out time, we were entitled to occupy the room. Unbeknownst to us, Marriott also rented the same room to someone else for a part of the same time that we were entitled to the room. So Marriott rented the room to two different guests, and collected money from both of those guests for the same time. I am now long retired. But my trade when I was working was consumer protection law. The law has a term for when somebody sells a hotel room to two people at the same time and collects money from both of them. It is a harsh word. It begins with “F,” but is not four letters. The word is fraud. I find it very unpleasant when a business defrauds me. It is especially bad when I discover that fraud is a standard business practice. We were expressly told that the hotel has conflicting “policies.” (Policies is the word they use for contractual obligations.) On the one hand, if you rent the room through American Express, your contract says that you are entitled to occupy your room until 4:00 pm. But at the same time, they rent the exact same room to another customer, and make a contract that entitles the second customer to occupy the room at 3:00 pm. Obviously, they cannot honor both contracts, and they know that when they make the contracts. But that is not Marriott’s problem. That is the customer’s problem. Marriott relies on it being too much effort for customers to seek redress for the fraud. They elect to honor the contract of the customer who booked through American Express, and breach the contract with the second customer. This is Marriott’s standard business practice. Marriott has a standard business practice to cheat customers.
- Guest User
