Marriott Executive Apartments Johannesburg, Melrose Arch

I have been holding off for months - since October 28th - not desiring to write this review. However, we have had the worst experience with the customer service team at this hotel - particularly Mushaisano Mathekga the customer service agent who I’ve had at least 50 communications with since September of this year and sithembiso mkubukeli who I was told was someone in management from this location that could assist, but has not yet effectively. We booked a stay for a party of 16 people at this location for family vacation. Our initial complaint was when our rooms were given away and downsized a week prior to our arrival although we booked our reservations several months in advance (June 2024). We were never told our rooms were changed. I only learned of this a week prior to our arrival when reviewing our travel itinerary. It was an ongoing hassle to get our original rooms back after contacting corporate about the matter. It was tedious and stressful for a while as we were consistently told there were no longer rooms available with the quantity of beds we needed to accommodate everyone in our group. After days of reaching out every day until two days before our travel, the matter was finally resolved. Imagine traveling across the world with 16 people learning days before your rooms don’t accommodate everyone in your party!! We then had yet another issue the week after our check- out, which makes me conclude that this Marriott location does not value their guests. Upon checking out, I did not receive the proper points for our stay on my account. As a loyal Gold Elite member of the Marriott brand I expected to be fairly compensated with the points I should have earned for this stay. I’ve been given the runaround and there has been no loyalty or integrity from staff or management to resolve this issue in a timely manner. It’s now December - two months later, and I’m still waiting for this matter to be satisfied and my account to be credited. I am now reaching out to corporate for another intervention. This hotel may be nice aesthetically but the way they do business is questionable as their service is subpar. We won’t be returning and we don’t recommend.