Let me first of all say that I was truly looking forward to stay at The Blackstone. I had saved all my points to put toward this stay and sadly it was ruined BEFORE I even got there! Days before my stay, I called to see if I could possibly upgrade. I spoke to Diana who was truly nice, helpful and professional. Unfortunately, it kind of went downhill froM there. The next day, I called back to confirm whether I needed to be present for the checkin. The call was answered by someone who from the beginning was very terse! When I tried to ask her if Diana was still available, she was unprofessional and unbelievably rude. So I did what any guess would’ve done in that case and that’s ask who I was speaking with. She immediately fired back “I’m not telling you my freaking name!” I was immediately taken aback and when I tried simply get a word in, she kept bluntly and blatantly interrupting and talking through me. After listening to her yell at me for minutes, I ask her for her name again and “click” the line goes dead. I called back and was put on hold. Finally I spoke to a manager named Earline. She was nice and apologetic. She informed me that the rude employee’s name was Shandjana. She was even nice enough to offer me an upgrade to a Lakeside View. I told her that if she was willing to honor that plus free breakfast, then we’re good! I ended the call happy and was looking forward to my stay again! The next day I called again because as I remembered I never got my answer for regarding whether I needed to checkin in person at a certain time. I usually use Hilton and I can check in via app so wasn’t sure about Marriott. In fact, truth be told, I had stopped staying at Marriott bc of their customer service (or lack thereof). When I called, I spoke to someone named Jacquiea. I explained to her the back story and she confirmed that my room was locked in and I wouldn’t lose it. However, when the convo came around to breakfast, she mentioned there were no notes for it on my stay. I explained to her that I talked to Earline and mentioned that it was one of my concessions for staying after my rude in encounter with Shadjana. She said she would talk to Earline and get back to me. I didn’t think too much of it. I figured Earline would confirm what her and I talked about and we’d be all squared away. Unfortunately, the situation sadly got even worse. Later that afternoon, I received an email from Jacquiea citing that she never promised me a complimentary breakfast and that I wasn’t getting one. Again, I was puzzled as I KNOW I mentioned that as one of my concessions, but perhaps she (Earline) simply didn’t remember and that perhaps there was a misunderstanding. I replied saying such and reiterating to them that the purpose of those concessions was to do damage-control for shandjana’s immature behavior. In fact, the hope was they would say “perhaps there was a misunderstanding between Earline and you, but given the unfortunate behavior of our staff, we’re willing t
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