Love this hotel. Mostly for the room. The bathroom is huge. Pretty big room with plenty work space. Very nice amenities provided. You can feel it’s a luxury collection hotel in many details in the room. The only part I don’t like is the lobby. Feels pretty dead most of the time. But you can get some nice free coffee in the morning. Valet service is pretty fast too. Overall highly recommend and will stay again.

The staff is great! The rooms are nice, as you'd expect. And the workout room is top notch. I've had mixed experiences with the spa but the people always make up for it. I've had excellent experiences here!

The staff was amazing during our stay. The day that we arrived my wife was having a rough day. One thing after another topped off by dropping her kombucha on the freshly cleaned lobby floor and all over her jacket. The lobby staff could tell that today was not her day and we were pleasantly surprised when room service showed up with a complimentary bottle of wine and some fresh Kombucha for my wife to help turn it around. We will definitely be back to enjoy the wonderful hospitality!

I booked an appointment for Anda Spa. I have insomnia and several medical complications that calls for me to take sleeping medication. Which led me to oversleep for my appointment. I called to try to see if there was anything that can be done as I booked the appointment in advance. I was told that no one in management would be able to speak to me as they all left for the day at 1:00pm on Thursday Dec 1,2022. So my entire birthday experience was tarnished by lack of empathy, a cancelation policy that is unethical, and a $228.00 debit deduction for a $190.00 experience that I was unable to attend. I understand the yes it may have been my fault on missing my scheduled appointment , however the customer experience and service should never be put second to punctuality politics. Which was followed up with condescending and demeaning remarks made by the receptionist, and blatant avoidance from managerial staff on a issue that I was more than happy to reschedule and resolve which left me traumatized ,and disappointed on my birthday. Not a great representation of Hotel Ivy or the Marriott brand that advocate customer experience and understanding.

Current guest- Valet barely acknowledged us upon arrival and only did when we said hello 3 times. He and his buddy were busy talking. We had 3 rooms. We were hosting others and even though I walked the young man at the front desk several times through the room bookings he still gave our suite to one of our guests. We had to switch rooms. He was nice but confused. New maybe? Staff in general were very nice in the bar and at the front desk. Front desk does seem preoccupied with their phones, talking to each other and whatever they are doing on the computer screens rather than greeting guests as they come and go or offering assistance. They are nice enough if you say something first but otherwise don’t go out of their way to make you feel welcome. The young ladies in the bar were engaging. Tables in the bar were never really clean. The rooms themselves are dark. Very dark. Depressing dark and we have nicknamed the hotel the Dark Hotel. Bath towels feel like cleaning towels. Second day housekeeping replaced our hand towels with 2 dirty hand towels and we had to call down for replacements. The light over one our vanities does not work- still. No one has noticed or cares and it’s not my job as a guest to maintain your hotel. Towel bar came off the wall. We did let the front desk know about that. Wallpaper in the bathroom is bubbling and coming off the wall. There is mold in the shower. Housekeeping- not good. Clearly did not clean sinks, wipe down anything and barely made the bed. This is our 3rd night and the reason for this review is my husband just went to make coffee and there is no creamer. His comment if the creamer is gone then they must know we use cream - why wouldn’t housekeeping replace it? There were glasses left in our room from the night before- they didn’t bother to take them when they cleaned…(ish). Soap holder, not cleaned. Sinks and floor not cleaned. Hopefully toilet has been. Every piece of paper and crumb on the floors, furniture etc. that was here in our room day one is still here. Gross…not a prayer the room has been disinfected. Housekeeping cleaner bottle laying in the hallway. It’s weird. Highlight was the gentleman that brought our breakfast room service our first morning. Top notch and I wish I had gotten his name! Tipped him well. Second room service for late lunch was late by 20 minutes, wrong - never asked for a double cheeseburger with sautéed onions- they forgot the bacon and it was under done. Server was nice. That’s all I got folks. Not sure what has happened but the “idea” of great service and pride in work is mostly gone. It doesn’t take much to care about what you are doing. Ask the gentlemen who delivered our breakfast room service. Entire staff could take a lesson from him. Not…a luxury hotel. It’s just ok though. Update: Changed rating from 2 to 4 stars. Thank you Mark for your immediate response. I wrote the review and went to breakfast in the hotel. By the time I finished breakfast and returned to my room before leaving the hotel for our outing there was an engineer knocking on our door to find out what was needing repair. He promised he would do what he could to make it right. And he did. We’ve just returned after being gone about 8 hours. Staff were outgoing and friendly upon our return to the hotel. Our room is spotless! Coffee is stocked (husband is happy!). Everything is clean and shiny. Fresh sheets and towels. Bathroom is spotless and light has been fixed. Mark, thank you for doing just as you promised. It is greatly appreciated. Sometimes we get so busy we forget our “why” and forget to look around. Marriott is not in the hotel business. You are in the hospitality business and we are feeling it now. We walked into a very different room tonight. So did our guest in additional room. Consistency is everything. Good job. Now keep it up!