I rarely leave negative reviews, but this experience was unacceptable, especially since I had a great stay here in August 2025. The decline in service standards is not just noticeable, it is alarming.
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1. Failure to Honour Pre-Arrival Requests
Despite sending multiple emails and making several calls before arrival to request that the window be opened prior to check-in, the hotel failed to inform me of any issue in advance.
Only upon arrival was I told that engineering staff had already left and nothing could be done until the next morning.
This is not a service limitation, this is a complete failure in communication and guest management.
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2. Inefficient and Poorly Trained Front Desk
During check-in, the front desk staff could not even communicate a basic requirement, that my colleague needed to present her passport.
Instead, she disappeared to the back office, kept us waiting for nearly 10 minutes, and returned with a manager to relay something that should have been said immediately.
When questioned, the staff said she was unsure of the rules, while the manager claimed this was a standard Marriott policy.
This clearly reflects poor training, lack of confidence, and operational confusion.
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3. Basic Amenities Not Provided
Neither toothbrush nor toothpaste were provided in the room. Calls to the front desk went unanswered, forcing me to go down personally, only to be given toothpaste and told that no toothbrush was available.
It was fortunate that I had kept a toothbrush from my flight, otherwise I would have been left without a basic necessity.
For a hotel of this standard, this is simply unacceptable.
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4. Unprofessional and Embarrassing Handling of Smoking Policy
After the window was opened the next morning, I smoked a few cigarettes by the window and left an ashtray there. I was subsequently informed of a €250 fine, justified by “deep cleaning,” despite the fact that I was staying for several more days.
What was worse was how this was handled. The manager approached me publicly in the lobby, in front of my colleague and my client, and stated that I would be charged €250 per night if I continued smoking.
This was extremely unprofessional and embarrassing. Any competent hotel would handle such matters discreetly and respectfully in private.
To make matters worse, during my previous stay in August 2025, windows were opened, ashtrays were cleared daily, and no warnings were issued. The inconsistency is unacceptable.
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5. Poor Service at Lobby Restaurant
We ordered drinks and requested access to the terrace to smoke cigars. Staff refused to let us use a nearby connecting door and insisted we walk approximately 150 metres instead, claiming it was a fire exit.
No alternative solution was offered, and no effort was made to accommodate guests.
Additionally, the hotel could not even provide a cigar cutter, something that is standard in many hotels of this category.
This reflects a complete lack of flexibility and guest-oriented thinking.
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Final Thoughts
This was particularly disappointing because I had recommended this hotel to my client, who booked 3 suites and 3 additional rooms based on my previous experience.
I had to personally apologise to my client for this recommendation.
August 2025 vs March 2026 – a complete collapse in service standards.
I will never recommend this hotel again.
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“Whatever/Whenever” – Reality Check
• Whatever they can do to disappoint you
• Whenever you need something, it will not be available
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W Budapest = Worst experience in Budapest
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