Mystic Marriott Hotel and Spa

Broken AC, false and dishonest advertising, poor management. 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 customers are stupid, the gap between the displayed temperature and actual temperature was egregious even by cheap hotel standards, let alone a mid-market hotel. This was made even more obnoxious by the fact that the thermostat was programmed to prevent an occupant from using the continuous fan function, all while falsely displaying the continuous fan function on. This can be overridden by the engineering staff. I explained the situation to the front desk staff, emphasizing that I *really* needed to get a cold temperature to sleep well. They were reasonably professional, which I appreciated. They reported that their engineering team had gone home, but would override the 'energy saving' setting the following day. This didn't happen. No engineer came the following day, and no manager was contacted to review the late check out request because the manager did not show up that day, according to the front desk staff. So, I slept badly a second night. This was very frustrating, but I was assured by a new set of front desk staff the following night that they would contact the manager the following day to request the late check out, so I could at least catch up on sleep. The late check out was not honored and I was woken by hotel cleaning staff, getting only a couple of hours of low-quality sleep. Perhaps you do not have the same needs that I do for a hotel, so these problems might not bother you. Given that the Marriott Mystic is dishonest with customers about its features, consider that anything else that is important to you when booking a hotel might not be available should you book the Marriot Mystic. A wasted weekend that left me much more exhausted than when I arrived, not even due to the physical features of the hotel, but the dishonest management's policies.

Has been great for years 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!

Not a place if you want to rest 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, unwelcoming service 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.

Do not stay here 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.