Courtyard by Marriott Frederick

I’d hoped for more help fixing an honest booking mistake. I’d reserved the wrong date by accident and contacted Courtyard Marriott Frederick as soon as I noticed. I know the error was mine, and was asking whether a cancellation or refund might be possible. Madeline, the manager, said she had decided not to offer a refund. She then brought up changing the reservation to another date, which turned out to be the date I’d meant to book. I had originally called because I thought I’d already booked that date and needed to cancel what I believed was the mistaken reservation. Once I understood what had happened, I just wanted help correcting it. She also told me to check my reservations in the Marriott app. I found that dismissive and not useful. I’ve made plenty of reservations there over the years and never had this kind of problem before. I understand hotels have rules, and I take responsibility for the booking error. Still, I was disappointed by the lack of empathy or flexibility, and by the lack of effort to find a reasonable solution. How a business treats a loyal customer after an honest mistake matters. I came away feeling that policy counted more than goodwill. I’d advise future guests to double-check their reservation details, since help may not be available if something goes wrong. I rarely post negative reviews, but this left me wishing the experience had been more customer focused.

The breakfast sandwich was so good, especially with the vinaigrette the chef added, and I had a great experience at the Breakfast Starbucks Bar. The staff were all wonderful and went out of their way to make our stay enjoyable. It felt like the team was proud to work at Marriott and cared about its values, which is hard to find these days. Thanks to everyone for such a great stay. I hope to see you all again!

This was the best option we found. It’s quiet, has lots of parking, and sits outside downtown Frederick but close enough to get there quickly. The lobby and rooms were clean, check-in was quick, and the price was reasonable.

There’s no shuttle or other transport to the Marriott locations with pools. The hotel did suggest a couple of those alternatives, which was kind of them, but the pool was the only reason we booked here. The property had clearly advertised one, and they didn’t tell us it wasn’t available until we asked hours later.