New Orleans Marriott Metairie at Lakeway

I paid over $1,000 in advance through Booking.com for a February 3-7 stay, but after unavoidable delays I couldn’t arrive on the 3rd and came the following day, expecting the remaining nights to be honored. At the desk, they said the booking didn’t exist and had been marked no-show. When I asked about the three nights already paid for, they just told me to contact Booking.com. No explanation or effort to sort it out. Booking.com confirmed the hotel had the payment and should have honored the stay, but the hotel still refused check-in and kept the money. After traveling from outside the city, I had to pay for another hotel myself. Staff were dismissive and unprofessional, nobody showed concern, and no manager stepped in or offered any courtesy. This was one of the most unacceptable hotel experiences I’ve had. If you arrive even a day late, they’ll take your money and turn you away without hesitation. I wish I could give zero or negative stars.

The hotel was clean, comfortable, and well maintained, a nice place to unwind. Aviana and Will at the Marriott front desk made the stay especially welcoming and personal. They greeted me with warm smiles each time, helped throughout my visit, and made checkout smooth and easy. Their professionalism and friendly attitude made the trip memorable. I highly recommend staying here and will definitely return. Thanks to the Marriott team, especially Aviana and Will! Edward and Indira

The crawfish pasta in the concierge lounge was amazing, and the valet service was very good and quick. During busy times like 8:00 am, a second valet would help. The guy was HUSTLING, but a long line of people was waiting. Great place to stay, very clean.

Kylie Hebert was the reason our stay turned around. She took the initiative to get us the 15th-floor rooms we had asked for months ahead, and her customer service was outstanding. We visit my wife's family in New Orleans every Christmas and have always stayed at the Marriott Lakeway, requesting those same rooms for the Lake Pontchartrain view. This time they had been given to other guests, and the 10th-floor rooms we received had the view completely blocked. The next morning, the front desk said nobody was expected to check out on a higher floor during our week-long visit. We don't know why they couldn't help at first, but we're grateful Kylie found a solution and helped us enjoy the stay.