Business ProfileforResidence Inn

To whom it may concern My house caught on fire on November 2017 and My wife and I were put in Residence inn by Marriott on ***************************************************************. We stayed at the hotel for one year and our insurance company paid ***** dollars for our stay while our house was being repaired.. The manager of Residence Inn told us because of our long stay ,we can come to the hotel and park our car and take the hotel shuttle to the Airport. They were showing their kindness because of our long stay. Once in a while we use to use this service and we were very grateful. I would call the hotel and they would say no problem and the next day the shuttle would take us to the airport, On May 20th 2023 we had a flight to ****** .So on May 19th I called the hotel that we will be taking the shuttle the next day to the airport and they said no problem. When my wife and I showed up at the hotel to take the shuttle,the lady behind the counter her name was ****** said what is your room number? I explained to her our situation. She got very rude and I said can I talk to the manager and she connected me to a lady that was extremely rude and said I have to leave the hotel. By now my wife and I are sressed out. We came outside the hotel and I could not get connected to uber or lyft on my phone. We were getting desperate. I talked to some people outside the hotel if someone could give us a ride, since the Airport was less than two to three miles away. We were starting to get late for our international flight. We ended up driving our car to the airport long term parking in order to make it to the flight. I ended up paying 220 dollars for parking. What the lady ****** and the manager of Residence inn did on that day caused us a lot of stress and cost us 220 dollars. If the day before our flight when I called the residence Inn ,they would have told us that this service is not available anymore than we could have made our own arrangements. The Residence inn handled the situation very badly, they were very rude .I truly would appreciate if someone could look into this matter Thank you very much for your assistance.