Check-in experience was "rough". First the elevator was not working (to enter you need to walk up stairs which is difficult with bags and stroller). We requested room with baby crib during booking, which was confirmed. Then, through mariott bonvoy app, on day of our arrival, we contacted front desk to make sure the room is ready for us including the crib and we also did online checkin and requested mobile key as our flight was delayed and we knew we needed to put our baby to sleep. We didn't get any response. When we arrived, the crib was not ready. They also charged our credit card twice as a security. Machine showed PIN OK and then "Approved", receptionist said that it certainly didn't go through and that due error we need to try again. It was charged twice which I showed to receptionist. She apologised and called a manager to correct and refund. Unfortunately, manager, instead of apologising and acknowledging the mistake (which would be ok), tried to persuade us that it was not a mistake and that the 1st security was for 1st night and 2nd is for 2nd night. This made no sense - we stayed more than two nights and I cannot imagine staying for example for 14 nights and charging 14 times. Of course, the charge made by mistake was released few days later (the original, correct one is still on hold, in line with expectations and best practice in similar hotels). We also struggled with breakfast - we booked room rate with breakfast - again at first they said we didn't, we showed proof we did and then we got 2 vouchers instead of 3 (we were 2 adults 1 child). The voucher said any 3 items from menu so we were assured we will have no issues. However, on breakfast they told us it's limited to one meal per voucher. In the end we got 3 meals for free but we would prefer not to have argue every morning. Honestly, probably if we would travel in two, above mentioned issues wouldn't happen and we could give one extra point.
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