by Louisville, KY – What was meant to be a romantic anniversary getaway turned into a nightmare for a Kentucky couple when the Marriott Hotel they reserved months in advance was unexpectedly closed, leaving them out $1,000. The couple had planned a three-night stay in a king suite to celebrate their special occasion, only to discover upon arrival that the hotel was no longer operational.
Anniversary Plans Ruined
The boyfriend had booked the luxury suite directly through the official Marriott website, expecting a seamless experience for the couple’s September anniversary. However, when they arrived at the property, there was no staff, no check-in, and a shocking revelation — the hotel had permanently closed without any prior notice to the guests.
Despite this, Marriott offered them an alternative location. While grateful for the emergency accommodation, the couple was forced to pay $900 for a “worse room in a worse location,” adding insult to injury. The $1,000 originally spent on the now-defunct hotel remained unrefunded, prompting months of frustrating communication with Marriott customer service.
Confusing and Unhelpful Customer Service
The couple began contacting Marriott immediately after the incident, seeking an explanation and their refund. After a month of calls, the company was still unable to clarify why the $1,000 payment could not be returned.
“The agents are unhelpful at best and deceptive at worst,” the boyfriend shared in a Reddit post on r/mildlyinfuriating. He reported that customer service representatives misled him about callbacks, pretended colleagues were unavailable in the same room, and repeatedly hung up before returning to the conversation, creating the illusion of progress.
Marriott’s lack of transparency left the couple frustrated and confused, especially since they had booked directly on the official website.
“I have the receipt and booked directly through marriott.com. I gave them my money and got nothing in return. So where is my money?” the man said.
Discovery of Hotel Bankruptcy
Adding to the couple’s anger, the boyfriend recently discovered that the hotel had filed for bankruptcy two years prior to their booking. Despite this, the Marriott website continued to advertise the property and allowed him to complete the reservation. The oversight raises serious concerns about false advertising and the company’s responsibility to update listings for properties no longer operational.
“This isn’t just a bad customer service experience — it’s a scam,” one commenter on the Reddit post wrote. “People should not be able to pay thousands for a hotel that doesn’t exist.”
Wider Implications
The incident has sparked discussion online about the responsibilities of hotel chains to ensure their listings are accurate and up-to-date. Many users expressed sympathy for the couple and frustration with Marriott’s handling of the situation. Social media has amplified the story, warning other travelers about potential risks of booking through corporate websites without verifying property status.
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Banking institutions may need to intervene to recover the lost funds if the hotel chain fails to resolve the issue. Legal experts note that the combination of a bankrupt property, misleading advertising, and poor customer service could constitute a violation of consumer protection laws.
What Travelers Should Know
This situation serves as a cautionary tale for anyone planning a trip. Travelers are encouraged to:
- Verify that the property is operational before completing a booking.
- Keep receipts and confirmation emails for all transactions.
- Contact their credit card or bank promptly if a reservation cannot be fulfilled.
- Document all communications with customer service for potential legal recourse.
While Marriott’s brand is well-established, incidents like this can seriously damage public trust. Consumers are reminded to research and double-check all accommodations, especially when planning important trips like anniversaries or celebrations.
For more consumer alerts and local news in Kentucky, visit race-day-live.com.
