Winston-Salem Marriott

I’ve spent quite a bit of time in Winston Salem while my husband is being treated at Wake Forest Baptist Hospital, and this Marriott has been wonderful. The facility could use a little facelift, but it’s clean and the staff really make the place. Everyone was so nice and accommodating, from the valet team, especially Tucker, the red-haired gentleman, to the front desk and restaurant staff. The chef is amazing, the food has been great every time, and the bartenders are so nice.

I stay here often, but I won’t be coming back. This is specifically about The Butcher and Bull restaurant. The staff were lovely, including the young woman from M Club who came over to help, but the food was very blah and they were short staffed, with only one server. She seemed fairly new, and I felt bad that she was trying to serve and host at once. I asked for a manager so I could compliment her, but no manager was on duty, which seemed odd for a busy Monday morning. Managers seem to be nonexistent when needed, and the housekeepers also appeared to be treated poorly.

I couldn't get any work done or rest because drilling and banging from construction filled my room. I told the front desk after a long workday, and the employee acknowledged the noise and said there was another room ready. I packed everything up as instructed, then called to say I was ready. About ten minutes later, they called back and said they couldn't move me after all. I wasted my time packing and was left with no way to relax, nap, or work. Later, I went to the bar before meeting my group and told the bartender what had happened. She apologized and said she'd speak to her manager. I heard them talking about me in the back, and she came back saying they'd take care of it. Nothing was done. No one spoke with me or contacted me, and the response to my review is full of lies. The managers treated me disrespectfully. This was one of the worst hotel experiences I've had, and it's appalling.

I've been loyal to this hotel for years, and most of the staff are wonderful. Ashley, the reservation manager, is fantastic, and the front desk and valet teams are impeccable. I still love the place despite its age, but this visit was a letdown. I'm a Titanium Elite and expect to reach Ambassador by year end. I even gave the staff, including Courtney, a holiday gift at check-in, so being brushed off felt especially unlike Marriott. The M Club had no service all week, including yesterday and today, and the coffee machine is always broken. Housekeeping also missed the mark: my suite went two days without cleaning, and out of my nine-day stay, only two days were properly cleaned. The bedroom AC has been a problem for over a year, and still is. They need to change the thermostat. I asked twice for assistant GM Courtney to call my room, but she never did. At checkout I asked to speak with her; they said she was in meetings and would call, but I still haven't heard back. There wasn't even an offer of compensation for the inconvenience. The rest of the staff were amazing, but Courtney needs to learn how to treat elite guests.