Courtyard by Marriott New Orleans Covington/Mandeville

I was ready to leave a five-star review until I heard the morning manager complaining loudly about guests in our group being allowed a late checkout. She said the “wives” would just have to wait in the lobby for their husbands, even though checkout wasn’t until 11 a.m. They would have been there for hours. That was rude and unprofessional. She should have kept her feelings behind closed doors where customers couldn’t hear, especially since she might have to wait a few hours herself. The night before, we’d asked the man at the front desk for a later checkout because my husband had a conference there. He was completely accommodating and agreed. We were staying with a large group from several companies. Everything was fine when we checked in, and we went downstairs to get coffee from the hotel bistro at 6:30 the next morning.

Even as loyal Marriott Titanium members who stay more than 100 nights a year, we had to call Marriott just to add another person to our reservation. This place makes things inconvenient for guests, and I’ve never had to do that at any other property. The service was awful. I won’t stay here again or recommend it.

Lumena and Kerassa were both sweet and professional, and I want to recognize them. The rest of my experience didn’t meet the standards I expect from the Bonvoy program as a Marriott Lifetime Elite member who travels internationally. The room wasn’t clean enough, and its upkeep fell short. At check-in, the staff seemed undertrained and didn’t show the hospitality I’ve come to expect. For other Elite members, note that Platinum status and above only gets a $10 voucher per person as a Welcome Gift option for breakfast. Don’t expect a full breakfast service. The location is convenient.

After driving 11 hours, I just wanted a room for the night. I had booked online about an hour before arriving, but the desk told me it would cost $120 for my dog. I thought that was ridiculous and asked to cancel. The man at the desk agreed and said he’d email me, but no email came. Three days later, I saw a charge for the room on my debit card. When I called for a refund, I was told cancellations had to be made 48 hours in advance. If the front desk says a room is canceled and the money will be returned, but management says otherwise after charging you, that suggests a lack of leadership and employee training. I had to dispute the charge with my bank. This was just sad.