During my recent stay at the Courtyard by Marriott Bhopal, I experienced a mix of luxury and frustration. The hotel is conveniently located within DB City Mall, providing direct access to shopping and dining, with a Starbucks right at the entrance. While the property itself is well-maintained and visually appealing, the front desk operations left much to be desired.
Arrival and Check-In Experience
Upon arrival, the complimentary valet service was prompt and efficient, and the moment I entered the premises, I was greeted by multiple staff members eager to assist with luggage. The hotel exudes a sense of sophistication and is kept in immaculate condition.
Unfortunately, the check-in experience was where things began to go downhill. Despite only two to three guests ahead of us in line, it took over 20-25 minutes to complete our check-in process. Shockingly, the staff did not ask for any credit card or incidentals at check-in, which is highly unusual for a Marriott property.
I had booked two rooms with two beds each for a total of six guests and had explicitly informed the front desk at check-in. I even offered to pay for any extra charges upfront, but as a Platinum Bonvoy member, I was assured that everything was covered. However, just a short while after checking in, one of my guests received a call in the room stating that extra guests had not been paid for and that they either had to leave the hotel or come down to pay for the additional charges. Instead of calling me, the host, the front desk directly contacted my guest and spoke rudely, creating an embarrassing and unprofessional situation. This was completely uncalled for, considering I had already mentioned and offered to pay for additional guests.
Rooms & Executive Lounge
We were assigned rooms on the third floor, which happens to be the smoking floor of the hotel. Yes, smoking is permitted inside the rooms, which was unexpected but acceptable given the designated floor policy. The hotel features a beautiful pool area on the third floor with relaxing seating, and the fourth floor houses the Executive Lounge with a nice pool view seating area.
However, the Executive Lounge experience was another letdown.
- The lounge operates for only two hours in the morning and two hours in the evening, offering just two vegetarian and two non-vegetarian food options alongside a limited selection of alcoholic beverages.
- Outside of these hours, they don’t even provide water, let alone snacks, which is absurd for an executive lounge.
- When we entered the lounge, there were three individuals. I explained that I was hosting a guest and was okay with just sitting without consuming anything, but the staff rudely refused entry, stating that only two people per Platinum member were allowed.
- Instead of handling it professionally, they called the front desk manager, who then asked me to come down to the reception to sort out the situation. I was once again asked to pay extra, which I did – I paid for both extra guests’ stay and everything – but the entire situation was humiliating.
More Issues with Room Facilities
If the check-in drama wasn’t enough, things took another turn when the air conditioning and television in one of our rooms (Room 326) stopped working. I called maintenance, and initially, the staff assured me everything was fine after cleaning the AC filter. However, when I tried to switch it on, it still wasn’t working. When I requested further assistance, the front desk asked me to hand the phone to the maintenance person, who then suddenly changed his statement, admitting that the AC motor had stopped working and the room needed to be changed. This back-and-forth wasted over an hour of our time, but we eventually moved to another room, which had a king-size bed and a cot instead of two double beds. We accepted it to avoid further inconvenience.
Breakfast Experience
Breakfast is served on the second floor, offering a decent buffet spread with a variety of options. The restaurant space is comfortable and well-kept. However, despite having already paid for all extra guests, the staff again approached us and claimed that breakfast was only included for four people, meaning two guests had to pay extra. This led to yet another frustrating visit to the front desk. After yet another long discussion, the charges were eventually removed, but the constant back-and-forth was exhausting.
Check-Out Drama
Just when I thought the nightmare was over, checkout proved otherwise. A different front desk team informed me that the amount I had paid earlier was only for the extra beds, not for breakfast, and that I now had to pay an additional ₹5000 + GST for breakfast. I just didn’t have the energy to argue anymore – I had to pay the additional amount. This was the final straw. After yet another prolonged conversation, they finally refused to acknowledge the previous payment, and I had no choice but to pay the unnecessary charges that I had already paid for earlier. Frustrated and disappointed, I left the hotel.
Final Verdict: Never Again
Courtyard by Marriott Bhopal is undeniably a beautiful property, with clean rooms, a nice pool, and direct access to DB City Mall, making it a prime location for travellers. However, the front desk experience was the worst I have ever encountered at a Marriott property.
- Repeated miscommunication and disorganization from the staff ruined the entire experience.
- Platinum benefits were non-existent – no upgrade, no seamless experience, and constant embarrassing situations.
- The staff made their own rules and changed them at every step, leading to confusion and frustration.
Unfortunately, this is the only Marriott property in Bhopal, which makes it even more disappointing. Would I stay here again? Absolutely not. Marriott really needs to look into the incompetence of the front desk staff and provide better training to maintain the brand’s reputation.
If you’re planning a visit to Bhopal and considering this hotel, my advice would be to explore other options if customer service matters to you.
