Business ProfileforMagnolia Hotel

DO NOT STAY HERE!! Wouldn't recommend this place to my worst enemy! I booked multiple rooms and they put several of my guests in the wrong rooms even after spending HOURS on the phone with them ahead of time to ensure none of this got messed up which wasnt easy to do as no one answered the phone there for DAYS claiming "somethings wrong with our phones at the hotel". Additionally upfront and PRIOR to booking I asked if I booked all these rooms with them if I could get night credits and points for ALL of them. They said absolutely, we have to set it up in our system differently but we will make sure you get points and nights credits for ALL rooms booked. Upon my arrival I had to have people pack up their bags at 11pm at night and move rooms. All I got at the time was "oh sorry". The manager the next day was a bit more apologetic. Fast forward to the following day, I went out for lunch and came back, it was RAINING in my room! When I called the front desk they promptly sent up maintenance and he said "the person upstairs must be taking a shower" ummm... it shouldnt be raining in my room when that happens!! He said "ok well do you want to switch rooms" Uhh yeah!!! The manager took longer than I would have liked to see (about an hour) but ultimately threw me some Marriott Bonvoy points (not enough to cover even one night anywhere), and a partial refund for one night on only one of my rooms. When it came time to check out I got 15 invoices, most of which were emailed 2-3 times so you can imagine how overwhelmed I was to have 40ish emails to sort through. On top of this I did NOT get the night or points credits as promised. I got night credits on ONE of the rooms (the wrong room), and points for 3 of the 7 rooms I booked. I called a bit outraged after all I had been through and the absurd amount of time I invested upfront to ensure this would go smoothly and I would get everything as promised. Ultimately no one at the property, from Victoria D*******, to Northon H******, and Justin S****, all management, NONE of them know Bonvoys policy. Right up to my very last phone call with Justin who is the D******* of Ops there he said you can only get night credits and points for a max of three rooms... He stated hes not sure why the other two rooms nights werent reflecting on my account and advised me to call Bonvoy... Turns out Marriott's policy is still not what he had told me. You can only get night credits for ONE room and points for up to three rooms but no more. When I asked Justin about what was committed to me about getting all the credits that were promised prior to booking. He said he checked with that person and they claimed to have never said that or committed to it which is a downright LIE. But it doesnt stop there! When I spoke with the Front Desk Manager Victoria D. it was surprising that after all of this she had NO knowledge of any of this going on. She was rude, disrespectful, and talked over me. I was very upset but maintained professionalism unlike her. She accused me of yelling at her which I did NOT do. Theres a huge difference between yelling and being upset which she clearly cannot tell between the two. I asked her to please tell me Marriotts policy on points and night credits for rooms, she said she would have to look into it and get back to me because she didnt know. She called me back and said Gilbert is going to handle this, not me. I asked repeatly for her to get back to me regarding Marriott's policy and she repeatedly responded with "Gilbert will let you know". She couldnt find and was unwilling to assist a guest that just spent $2800 with her property and had a bad experience on a simple question she should have known off the top of her head?? She ended up hanging up on me!! I called back and she picked up the phone and hung it right up, I called back again and she picked up the phone and put me on hold without saying a word, I called back a final time and this awful excuse for an employee finally was professional enough to answer. I asked who the general manager was and when he'd be in. She initially responded with "its 1030 at night hes not here right now"... NOT the question that was asked. I repeated myself and she reluctantly told me hes back in on Wednesday. I asked to be transferred to his voicemail and left an upset but factual voicemail for him. Come to find out hes out until after the 1st of the year!! Misinformation yet AGAIN! BTW no out of office on his voicemail what so ever. This property is incompetency at its finest and in its purest form! I reported this to Marriott Corporate and intend to take this to the highest level possible. This property should not be part of Marriott, either that or Marriott needs to come in and do a complete overhaul on this disrespectful, dishonest, and incompetent staff. By the way Justin promised another 10,000 points which I of course never received because they are utterly unreliable. AWFUL AWFUL AWFUL place!!