Tbilisi Marriott Hotel

As a Marriott platinum member who has stayed with the chain many times, I didn’t feel this hotel’s service met Marriott standards. My upgraded room was spacious, but very dark, with other rooms’ windows as the only view. I wonder if the street-facing rooms might be nicer. Service in the restaurants, cafe, and inner courtyard was poor. Nobody came over, so we had to keep chasing staff for anything we needed. At breakfast, tables weren’t set properly and we repeatedly had to ask for cutlery. Nothing was handled proactively, despite the high room and restaurant prices. Room cleaning was also inconsistent. There was dental floss on the carpet when we arrived, and it was still there near the end of our stay. Small hairs around the bathtub and on the bathroom floor were there too. The building is beautiful, so it’s a shame the service doesn’t match. I hope Marriott reviews the property and trains the staff properly. Two people did give exceptional service: Salome at reception and the breakfast area manager, whose name I didn’t get. They were consistently proactive, friendly, and helpful every time we interacted. I hope the rest of the team gets to their level.

The rooms and public areas at Tbilisi Marriott look fresh, modern, and premium after the renovation. I stayed here ten years ago, when it was the best hotel in Tbilisi, but this time the service felt consistently impersonal and indifferent. The doorman kept chatting when we arrived, and the receptionist promised an upgraded room but gave us a very average one. Reception couldn’t provide a bottle of water. A barman charged me 45 lari for a glass of red wine. Breakfast service was chaotic, and the food itself was nothing special, much worse than I remember. The executive lounge was dull, with a poor selection of snacks and drinks. They need to change the manager and retrain and motivate the staff. Right now, this nice property is a letdown.

The coffee still tastes like garbage, just as bad as last year. I’d forgotten how bad. The place was quiet when I walked in, but there were no charging facilities, which I hadn’t noticed on my last visit because I didn’t use any. Then a woman sat behind me even though the place was empty. She spoke Russian so loudly that it was deafening. I asked her to lower her voice, but she didn’t. I asked the staff to tell her to stop shouting because it was unbearable, and they did nothing. She ruined why I’d come in, to watch and hear the amazing military performances. It wasn’t her home, it was a public space. I left most of the awful coffee behind after paying nearly 12 gel for a tiny Americano. Marriott here is trashy and dead, not upmarket.

The location is great and the lobby is beautiful, but the service was far below what I expect from an international Marriott. It feels like the hotel has a serious HR problem. Reception was good and recognized our status, and we got an upgrade. The room was spacious but quite dark, with a constant noise from what might have been a diesel generator. At 6.3 feet, I found the bed short, and the staff couldn’t get me a longer blanket. Housekeeping and the F&B manager girls at breakfast went the extra mile for us. Most of the other staff in the restaurants and bar, though, seemed unfamiliar with hospitality and customer service. They left us waiting, disappeared for ages, and didn’t come over to ask how the food was or take orders. We had to keep tracking people down. I’ve never had this experience at another Marriott. It seems like a serious training issue, and many staff appeared unsure how to handle guest relations. The breakfast buffet was good, but tables weren’t reset after guests left, so I repeatedly had to ask for cutlery. Waiters didn’t come by to offer coffee either. Better training and hiring the right people could make this property much better.