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CX FAIL – KC Marriott Downtown

Posted on April 23, 2017 by under Funny Musings, Travel.    


The Kansas City Marriott Downtown where I’ve been consistently staying since September has failed me so many times and on so many levels that this last one didn’t even surprise me. The customer service breakdowns have ranged from minor things like not getting my housekeeping opt out points, not getting my 20% off certificate for Metropolitan KC, being scolded for asking for the free little bottles of water (which apparently only Gold and Platinum members are entitled to and I was only a Silver member at the time; everyone else, myself included, had to pay for the $4 Aquafina if we wanted water in our room), a closet door that was off track and was stuck (and I had to call three times to get someone to come up and fix it), waiting over 30 minutes for the valet to pull my car around (I think this was during one of the KC Chiefs games and they were overwhelmed) to more major issues like a grouchy valet who always acted snooty to me, a toilet that wouldn’t stop running and was so loud that Brian could hear it on the phone when we talked, a toilet that wouldn’t flush, housekeeping coming to clean my room even though I have told them numerous times to opt me out and it’s in the computer system and I’ve hung the opt out hangtag on the door, a french fry in my refrigerator and crumbs all over the furniture and carpet (this was the Monday after the Big 12 Tournament weekend so they were probably overwhelmed, but still) and a sticky desk with visible cup rings and an Iowa State sticker still on the bathroom counter (I’m baffled that the cleaner didn’t peel this off and throw it away; they must have been an Iowa State fan also – LOL)… So they are either overzealous about wanting to clean rooms or give you rooms that haven’t been cleaned at all. Anyway, I’m sure I’ve missed a few things because the list goes on an on. I’m not even joking. There’s a story that goes with each of these but we would be here forever if I told you all of them. Right now I want to tell you about the cupcake story.


On April 11, I saw this card on my floor when I returned to my room after work. I had just recently gotten upgraded to Gold status (I didn’t even know until they told me I was now a Gold member when I checked in for my stay that week – it was THAT recent) that I didn’t think anything of it. I just assumed this must be how they welcome new Gold members to higher tier benefits or something.

So I called the number as instructed and I’m pretty sure they know it’s me because they always say my last name. Anyway, the rep on the other line asked if I wanted my gift delivered now. I was like, “Sure.” Why not? Right?

Moments later a guy come up and gives me a box along with an envelope. I’m still not thinking anything is amiss. I don’t even bother checking the outside of the envelope. I just tear it open. Gifts are exciting. There is no time to waste.


I opened the card and paused as soon as I read the salutation. This “special” gift wasn’t meant for me. I went back to check the envelope. Sure enough, it had “Ms. Gutierrez” written on the outside (which I probably should have read first before opening – LOL).

So I called the number again. The same rep answered. I told her what happened. She’s like, “I will look into this and call you back.”

It didn’t take long for her to call back and inform me that they are sending someone back up to retrieve said gift and, within moments, the same guy came up and I gave him the cupcake and the card.

I was actually surprised that they sent someone up to get it. I mean, it’s a cupcake. Surely they have dozens of other cupcakes just like it. I didn’t really want someone else’s cupcake but I half expected them to just go, “Don’t worry about it. You keep this one and we will give her another.” It must haven’t been a very rare limited edition cupcake meant only for very special guests.

I was also really impressed at how quickly they responded. Usually when I have issues with my room I’ll go to dinner and come back and it’s still not resolved. It takes multiple phone calls sometimes.

Anyway, in my mind I’m still thinking there’s a cupcake out there meant for me. I wondered if Ms. Gutierrez got my cupcake by mistake and she ate it and when I got her cupcake I called and they took it from me. May I shouldn’t have called and I should have just eaten the stupid cupcake?

The universe was really looking out for me that day. The universe was like, “You need to lose weight. You don’t need to eat a cupcake. I’m going to botch this so that you get a cupcake that is not meant for you and you won’t eat it.”

I actually thought about calling the same number back and going, “That was really funny but, seriously, where’s my cupcake?” LOL. I didn’t.

What a huge Customer Experience (CX) blunder by the Marriott, though. I mean, I haven’t been satisfied with the service I’ve been receiving at this property and now, knowing that I’m not getting the “cupcake level service” that others are getting, I’m even less so. My stays have been so disappointing that I’d actually considered staying a different property in the future, despite the convenience of this particular hotel’s location (it’s only a 4-minute walk to work and most of it indoors).

On the flip side of it, we received news last week that has put my work in Kansas City on hold so I may not be back there for a while. I know for sure I’ll be in Wichita all week this coming week. In the meantime, if you want to hear other stories about my KC Marriott Downtown CX fails, put a comment down below and tell me which ones you want to hear about. Until next time!

Related Stories

  • Kansas City Marriott Downtown on September 7, 2009
  • Ambassador Hotel Kansas City on April 30, 2017
  • The Depot Renaissance on September 21, 2013
  • Miami Marriott Biscayne Bay on April 19, 2018
  • Showing Brian Downtown KC on December 10, 2016

  • Replies to "CX FAIL – KC Marriott Downtown"


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