Courtyard by Marriott Shreveport-Bossier/Louisiana Boardwalk

I had to cancel because of a sudden, unexpected illness, but they charged me even though they don't usually take payment until arrival. I'm Lifetime Gold Elite and had Platinum Elite status when my job required it; in those days, I'd always get a refund. This time, after several exchanges, customer service only apologized for taking my money. They contacted the hotel too, but it refused to refund me. That's why I switched to Hilton, which has never kept my money for a canceled stay, especially one canceled due to illness. This used to be a nice stop on my way east, though the outdoor mall beside it was abandoned the last time I visited. There are better places to stay that won't rob you. It used to be a great hotel and company, but now it's not worth the hassle.

I've been a loyal Marriott member for more than ten years and had consistently good experiences before this. I'd never booked a non-changeable, non-cancellable reservation before, so I believe choosing that room type in March was an honest oversight. Once I realized I couldn't make it to Shreveport on the scheduled date, I promptly cancelled, intending to reschedule. That's when I found I'd been charged $689. I called the hotel right away. The representative said the booking couldn't be changed, though the taxes could be refunded, and I accepted that partial refund. I still hoped to speak with someone about other possibilities, such as changing dates or getting some flexibility, but was directed to Marriott corporate. Corporate said it would document my concerns and send them to the hotel. About two days later, General Manager Nicholas Cooper emailed me. His response just bolded “non-changeable,” “non-cancellable,” and the cancellation date. I already knew those details. I wanted a real conversation about alternatives, so the reply felt dismissive and unprofessional. The message was generic, showed no empathy, and made no effort to understand my concerns or contact me personally. I've never had this kind of experience at another Marriott, and it doesn't reflect the service standard I associate with the brand. Marriott's Wonderful Gestures philosophy is about knowing guests, caring about what matters to them, and showing genuine care. I didn't feel heard, valued, or respected. The General Manager came across as indifferent, as if my long relationship and loyalty meant little. I'm a long-term customer, not someone trying to “get by.” I was only hoping for understanding and professionalism. I still hope future interactions will reflect Marriott's values, but this one was deeply disappointing.

The stay was great, starting with SHANA at the front desk. She was very polite, answered our questions, and suggested places to eat in the city. The room and facilities were very clean, with good water pressure. We also had a great view of the river in the morning and at night. Very happy with the experience.

We had a spacious room on the first floor. The decor was okay, but the room had a musty smell. The lobby was beautifully decorated, and Margaritaville was within walking distance. For off-peak travel, I thought the price was high.