We stayed at the AC Hotel Mainz as Platinum Elite members and were very disappointed with how our visit was handled. Our reservation was booked under the “Member Stay for Breakfast Rate,” which includes breakfast as part of the package. As Platinum members, we also should have been offered a Welcome Gift at check-in (points, amenity, or breakfast), but no Welcome Gift was mentioned at all. The next morning, when my husband went to breakfast, he was told he was not allowed to eat there, even though breakfast was included in our rate. Worse, both a staff member and a manager spoke to him loudly in front of other guests and asked him to leave the dining room. It was embarrassing and completely unnecessary. This was not only a failure to honor published Marriott benefits, but also a disappointing lapse in basic hospitality. We travel often and have had excellent experiences with Marriott properties worldwide, so this situation was surprising and upsetting. We have contacted Marriott Corporate to resolve the matter, but based on our experience, we cannot recommend this property until service and benefit compliance improve.
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