"My recent experience with Hugo at the front desk was one of the worst I’ve had at any Marriott property. He should be immediately coached — and frankly, considered for demotion if this level of service is typical.
Upon arrival, Hugo remained on the phone for approximately 10–15 minutes while I stood directly in front of him, waiting to check in. He did not acknowledge me, make eye contact, or offer even a basic “I’ll be right with you.” His priority appeared to be the personal conversation he was having — which, notably, was conducted in a very friendly and enthusiastic tone.
When he finally processed my check-in, his demeanor completely changed. He was dismissive, provided no information about where my room was located (which turned out to be on the complete opposite side of the property), and showed zero effort to make the check-in smooth or welcoming. He handed me the key cards with visible sarcasm and no professionalism whatsoever.
This behavior reflects poorly on the entire property and completely undermines the Marriott brand standard of hospitality. Guests should never feel ignored, disrespected, or inconvenienced at check-in — the most basic interaction that sets the tone for the stay.
I strongly urge management to formally coach or reassign Hugo. His attitude and lack of attention to guests are unacceptable and completely inconsistent with Marriott service expectations."
