My wife and I often stay at Marriot properties throughout the United States. We are retired and do a lot of travel in the US and abroad. The customer service at each Marriott Hotel location has been very good, however at the Marriott Bayview, Newport Beach the service we received upon arrival and all throughout our one-week stay were exceptional. Let me explain. When we arrived at the Hotel, my wife and I was greeted by Josiah Escamilla, the Manager. To say he was very professional, very polite, and very accommodating is an understatement. Josiah was excellent in the attention he gave us, his professional demeanor, and most of all the unbelievable hospitality that Josiah showed us was just…incredible. Never before have we ever been treated with such hospitality in such a professional and courteous manner. Josiah made our stay just an absolute delight. Josiah made certain that whenever we called for room service or for extra towels, blankets, etc., we got what we needed in record time. Josiah was very knowledgeable about events and activities in the hotel and the various amenities the hotel had to offer e.g., restaurant, in-room dining service, gym, outside walking trail, etc. He and his staff made our stay very enjoyable. When we left the hotel, my wife thought that she had lost her purse, we called Josiah to inform him of the loss and within just 15 minutes Josiah called us back to let us know that he had gone back to our room and found my wife’s purse. He then secured the purse in the Hotel safe and insisted that he be the one to give it to my wife when she returned the following day to pick it up. Josiah also was able to correct an error in our Lifetime Gold Elite membership points, which upon our checkout had not been added to our account. He called us to inform us that he made the correction and as a result, the points we earned during our stay, were added to our existing points balance. He and his staff must be acknowledged for the tremendous work they put in to make our visit so comfortable and so enjoyable. We really appreciate the unbelievably high level of service we received throughout our stay. This kind of exceptional service we enjoyed, thanks to Josiah and the rest of his staff, Christine, Maryam, Mariana, Stephanie, Anthony, Tommy, and Josef is why we will continue to stay at Marriott Hotels and particularly the Bayview Marriott, Newport Beach. Kudos to Josiah and the entire staff at the Marriott Bayview Hotel, Newport Beach, California. Thank you, Brian W.
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As a Lifetime Titanium and perpetual Ambassador to the Marriott brand, I choose my hotels carefully. This hotel experience was both a pleasure and a disappointment. First, the pleasure: The restaurant and bar staff is excellent. Breakfast and dinner was highlighted by professionalism, constant smiles, and delicious food. The valet and concierge (?) helping arriving patrons was a great front man. Sadly the front desk staff was ill trained or incompetent. No status recognition. Upon check in, we were informed that our reservations were for check in a day earlier, therefore our rooms had been canceled. Our confirmations and emails from Marriott proved otherwise. Upgrades weren't available, rooms were incorrect and names were confused. Staff changed so often that we rarely saw the same faces.
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