I too just had my reservation for 3 2-bedroom units over Christmas break cancelled by Crystal Shores. 13 of us have plane tickets from the Northeast to come to Marco Island for the holidays and to celebrate my mom's 70th birthday. All she wanted was to have her children and grandchildren together on the beach to celebrate. Unfortunately we just had to tell her that our trip that was planned in the summer was cancelled due to a hurricane that happened in early September. Nowhere on Crystal Shores' webpage is information about the hotel sustaining any damage and no warning was given to customers that there was a possible problem. Marriott has done nothing to try to accommodate us at another property for a similar rate and has offered nothing for this inconvenience. We also have 13 non-refundable plane tickets. How are we supposed to find replacement reservations for 13 people during the holidays with such short notice?
The automated response on trip advisor is offensive. We are real customers with real vacation plans that have been ruined by the inconsiderate and disgraceful customer service of Marriott. While natural disasters are clearly out of the control of the property, the way that Marriott interacts with their customers is in their full control. As Marriott Platinum members, we are beyond disappointed. Marriott will no longer be our trusted brand in the future and we have no reason to continue in the loyalty program.
The overall rating deserves no stars!!.
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- Also Known As:
- Marriott`s Crystal Shores Hotel Marco Island
- Marriotts Marco Island
- Marriott's Crystal Shores Marco Island, Florida