Courtyard by Marriott San Luis Obispo

Quick and painless check in process. Standard treatment for Marriott, our home away from home. There's many reasons why I prefer this chain over all others...they're just better.

Nice relaxing Hotel. Clean rooms and friendly staff.

John Mosher opted not to leave a text review of Courtyard by Marriott San Luis Obispo

Extremely concerning businesses practices by the owner and management at Marriott Courtyard San Luis Obispo. Keep in mind, once you swipe your credit card at checkin you're at the mercy of the management and their undocumented pricing policies. First, I extended one of my rooms for a later checkout over the phone and theres's no system to confirm dates and times discussed, in writing. Be aware… Verbally communicated checkout times can change later, like they've done with me. Second, the cost/charges are completely up to the management with no published rates per hour or day. If you ask to speak with a manager, like I did, they may tell you the manager is now on vacation (I had spoken with the manager at 2 pm, 4:53 pm then 6:53 pm, minutes before I arrived); however, when I arrived at 7 pm and asked to speak with the manager, Danielle Brewer informed me that the manager was now on vacation for two weeks. At this point it became very clear the staff may be committing a planned bait and switch scam. Tell a customer one time (I was told 7 pm) then later switch it to an earlier time (5pm) resulting in a 90 charge then an additional 58 charge. It's now clear I was intentionally mislead. When I wanted to discuss the time I was told over the phone (7pm), with the person that told me 7 pm, I was spoke to in the most scolding, condescending way and denied a conversation with the manager. I'm still stunned and confused how Danielle Brewer spoke to me in the most angry tone over the phone then when I arrived she stood frozen with minimal words back to me. She wanted me angry so she could say I was the problem.

Let me be clear….
If I was told 5 pm I would have been back to checkout my friend in the room at 5 pm. I was actually on my way to pick her up and was told 7 pm on the phone so I stalled to let my friend sleep longer before we traveled back home. I had paid $90 for an extended checkout so I wanted to utilize the time I paid for. I didn't need a 7 pm checkout but if that's what I pad for then I wanted to use it.

Background on hotel & my experience:
I arrived 12/1/21 with two rooms for three nights. I extended my stay for room 348. My rooms were 348 and 359. Room 359, the triangular corner cabinet was broken, detached with two visible screws showing, layers of dirt, dust, a white pen, someone else's notes, dust bunnies and hairs. There's no coffee in the main lobby and their coffee station is closed. There's no morning breakfast but they sell snacks near the front desk that customers are allowed to touch and place back on the shelves. They have creamers, sugars, wood stir sticks on a table in the lobby but no actual coffee. Is it Covid? Their BAR is open with people sitting at it but they can't have hot coffee in the lobby? If there reason for no coffee is due to Covid then I would debate that reason due to how they're handling their bar and store in the lobby area.

I asked to see the pricing sheet or rules for extended checkouts and timeframes. I was informed it was up to the manager's discretion. There's no pricing structure, no hours and no official policy and procedures for how these charges are determined. There's no follow up system to confirm your times and it's not updated in the app. This hotel has technology they are not using. As a result, the staff is allowed to operate in this gray area which allows for fraud, confusion, and an opportunity to generate additional charges by telling one time and switching it once it's too late. Classic bait and switch

My best advice: Get everything in writing at this location. Save receipts that are charged to your room. Double check your bill.

Minimally, I'd like to see Danielle Brewer retrained, I'd like to see a sign with the manager and owner's name and phone number listed at the front desk.

Be aware, this property is independently owned and not a Marriott managed property

Lee Martinez opted not to leave a text review of Courtyard by Marriott San Luis Obispo

Perfect.

Great staff, accommodating location, and really enjoyed our stay. Highly recommend.

Great customer service, friendly.

When I arrived, unbeknownst to me the clerk was sleeping in the back office and after a long wait of no one coming out to help, I called loudly and she finally came to check me in. The place is nice, I'll give it that, except when you factor in the baying dogs that woke me up early and continued bellowing through the hallways throughout the rest of the morning, the finger prints on the alarm clock and remote, and the hair in the tub drain (Maybe the main cleaner was off the day I came in. On top of it all, when I booked the wrong dates and I called and cancelled so I could rebook, they still charged me, which is why you get the two stars that I'm leaving. Marriotts are usually impeccable, but not this time.

Clean facilities and professional, helpful, and courteous staff.