Dee
The hotel accommodation was perfect; the shuttle to airport was not.
The hotel accommodation was perfect, and all the staff were attentive, friendly and helpful. My mom, sister and I stayed one night since we had an early flight on Saturday morning and live out of town. I booked the Park-Here/Go-There package so I could leave my vehicle at the hotel for 8 days and take the early shuttle to the airport. My mom is elderly and needs some assistance. I requested a wheelchair at the airport and fully expected, like other trips, that we would be dropped off at the passenger drop-off curb. That's not what happened. We boarded the shuttle at 5:30a, the bus was full so the driver would be dropping off at several terminals. In all the excitement I wasn't paying attention to where everyone else was dropped off but noticed there was a lot of traffic and people around, indicating the drop-off area. When the driver arrived at our terminal he stopped and got out to unload our luggage, my sister and I helped mom get out of the shuttle and gave the guy a generous tip, I believe his name is Jose. The shuttle left quickly and as we tried to situate our luggage, we noticed that we were 3-4 lanes away from the sidewalk and hardly anyone was in this area. We made our way to the curb expecting to get assistance with our luggage and hopefully a wheelchair for mom. We discovered the driver had dropped us off in the passenger pick-up area. Jose must have known this and wanted to avoid the traffic, obviously no concern for us. Due to his inconsideration we had to walk a long way through the airport, down an elevator and quite a distance to the United check-in counter. Mom was exhausted and all three of us were aggravated at the shear disregard shown to our family by Jose. I called the hotel after getting to the gate and while waiting to board the plane. The lady who answered the phone listened to my complaint and then told me the manager wouldn’t be in until 4:00p, suggesting I call back when I could speak to him. I could not call back. I truly believe Jose knew exactly where he dropped us off, but I can’t conceive the possible justification that he had. His one job is to get Marriott customers to the airport in a timely manner. Next time I travel, I will park in one of the paid lots, as I have always done previously. The EcoPark shuttles drop me off at the curb next to the passenger drop-off door and go out of their way to assist. Traveling is stressful enough without having the morning start with such frustration.