Mystic Marriott Hotel & Spa

The Mystic Marriott Hotel fails at the most basic function of a hotel: providing a good night sleep. I went to Mystic because I needed a restful break for two nights, and instead I lost a lot of sleep due to the hotel's unprofessional management practices. On check in, I met with two hotel staff members behind the front desk, one of whom seemed to be in the midst of some sort of personally taxing issue (not sure what, but he has my sympathy) the other of whom acted in a professional way within the bounds allowed to her by the hotel's unprofessional management. I explained to her that I have a sleep disorder and my sleep cycle is substantially delayed, so I would like to make use of the "Guaranteed 4 p.m. late checkout" given to people with Marriott Bonvoy platinum elite status or higher, which I have (titanium elite) and I did. This was three days before my departure date. I was told by this front desk staff member that the 4pm late check out is only available "subject to availability" but she would ask her manager the following day on my behalf. I pointed out that, as per the Marriott's coporate policy displayed on the website, the language regarding late check outs as "subject to availability" is found only in the benefits for "gold elite" and lower, and "Guaranteed 4 p.m late check out" is spelled out explicitly for "platinum elite" and higher Marriott Bonvoy members. I noted, further, that while the "Guaranteed 4 p.m late check out" carries a loophole on the Marriott hotel website for resort and convention hotels, the Mystic Marriott is not classified as a resort or convention hotel on the Marriott hotel directory, so it cannot make use of this loophole. I was told by the front desk employee that they would not honor the Marriott corporate policy used to advertise their hotel - which amounts to false advertising - but would request a 4pm check out from the general manager the following day. I explained that the entire reason for my continued loyalty to the Marriott brand was this single benefit, and whether the late check out request was honored, given my sleep disorder and the fact that I was only in Mystic to rest, would decisively determine my evaluation of the hotel. I was assured that this would be communicated to the general manager. This hotel benefits from the Marriott bonvoy brand, but it refuses to follow Marriott policies for guests - benefitting from false representation. I then found that this problem was severely compounded by the hotel's inadquate air conditioning. I did not sleep the first night of my stay because the air conditioning would not adequately cool the room. This hotel advertises air conditioning, but it is only nominally air conditioned. This hotel uses verdant thermostats that are programmed to display a falsely low temperature, deceiving guests for the sake of saving money. While this is a common way for cheaper hotels to cut corners when they don't care about customer retention or presume that their

This hotel has been our go to for years while vacationing in RI because of proximity. We have never had any issues during our stays. In fact, it has been a hotel that we know we can have a comfortable night in - although the doors to the rooms could use some sound proofing because you can hear everything happening in the hallway, especially other guests slamming their doors late into the night and early in the mornings. I have not experienced that issue in any other hotel that I can recall. But that is my only complaint in years of having stayed here. Otherwise it has been great. Bathroom mirror lighting is phenomenal, the breakfast buffet always has something for each of us, and we really appreciate the hotel being a pet-free space due to severe allergies. On our last trip with guests, there was an unpleasant cleanliness issue which was disappointing since it affected our guests and was quite embarressing. However, it was taken care of quickly by housekeeping and management was notified and very professional in resolving the matter. I truly hope that the standard of this hotel is not decreasing. I guess we will see during our next stay here!

If you go make sure they are not throwing some party while you are there. The hotel is as noisy as a night club, and asking for them to turn the volume down is useless. Really regrettable decision of staying the hotel, especially for someone who always use Marriot. The rest is pretty standard, but not being able to sleep is unforgivable

Hotel is mediocre, certainly has some wear and tear throughout but not egregiously bad. What made our stay a one star experience is the staff. Similar to the other reviews, we found the staff exceptionally unwelcoming and even combative at times when asking simple questions.

As a loyal Marriott customer, I was deeply disappointed with my recent stay at this hotel. After discovering that money and gift cards were stolen from my room, I immediately contacted the front desk. Despite several attempts to reach out via email and phone, management has yet to follow up with me. This lack of response has seriously made me question the level of care and customer service at this location. To make matters worse, when I dined at the hotel restaurant, I found a piece of oyster shell in my lobster roll! The waitress only took 10% off my bill and informed me that the manager was too busy to address the issue directly. This has been, by far, the worst experience I've ever had at a Marriott property.

We had a really nice stay at the Mystic Marriott. The room was clean, and the on-site Starbucks with homemade breakfast sandwiches was really convenient. Some of the bathroom fixtures didn't live up to the renovation quality of the rest of the room, but it was not a big deal.

I strongly advise against staying at this hotel. They have horrible customer service! I had cash and gift cards stolen during my stay even with my “do not disturb sign” on the door. Conveniently., There are no cameras in the hallway to track who enters your room. There was an oyster shell in my lobster roll at dinner. This was the worst Marriott experience I have ever had.

Worst customer service experience ever. As a gold elite member i booked the room on points. Upon arrival at 9pm we were told the hotel was oversold and our room was given away. We drove 1.5 hrs in hopes to spend the next day kid free ro Find out our room was given away. After 15 years of loyalty with Mariott this has never happened to me. The hotel attempted to put us up 15 mims away at another property that is not on the same level as this one. The staff was rude and needs a leason in customer service. I stay at this property 3-5 times a year and now will never return. If you want a good experience, never ever go here!

We appreciated the opportunity to check in 2 hours early because of the timing of our flight. The gentleman who checked us in appeared to be having a bad day. Unfortunately, there were dead bugs and food particles on the floor in our room. Housekeeping addressed this immediately on request. We wiped the toilet seat to remove a couple of black particles. The drapes in our room had large rips in them. The shower was very slow to drain. We appreciated the soft water, as our home is on a well. Our teenager used the gym daily. The pool was chilly, only 2’-4’ in depth, and crowded. So we only used it once and briefly. We would have been extremely disappointed if we had paid rack prices for this room. It was okay for a conference stay but we will not return to this hotel.