‘I can’t even go to bed’: Woman claims Marriott hotel left her stuck without access to her room as there was nobody at the front desk

Just because the lights are on at the front desk doesn’t mean you’ll be able to check in. That might sound like an old proverb, but it’s actually just a harsh lesson one woman on TikTok learned after claiming she arrived at a Marriott Bonvoy hotel late at night, only to find no one there to let her into her room.

Philadelphia woman, “Ashleykjonees” filmed herself waiting in the reception area of a Marriott hotel. She claimed that it was 2:30 a.m. and that there was nobody at the desk. She had also apparently been waiting for 40 minutes before she started recording.

In the video caption, Ashley claimed that “Nobody’s coming to the Marriott front desk and they wouldn’t give me a mobile key.” Unfortunately for her, this meant she was stuck without a hotel room until an employee arrived at the front desk. 

“I called the hotel multiple times,” Ashley claimed, adding, “[I] was knocking on the door and calling for an associate, and called the titanium hotline who also could not contact the front desk.” She said she always stayed at Marriott hotels for work and had never experienced such an issue in the past. “I was taken aback by how difficult it was to contact anyone at the hotel.”

Unfortunately, such inconveniences occasionally happen when checking into hotels at night. Ashley’s experience was similar to that of a blind man who arrived at the hotel he was staying at, only to find there were no staff around to help him get to his room.

It was a long journey for Ashley

To make matters worse, Ashley also claimed that she had been traveling for the past 24 hours for her work, meaning she was no doubt tired and in desperate need of a comfortable bed to sleep in. She tagged the Marriott TikTok account as well as the Hilton account, as she wondered if she should have booked her stay with them instead.

Others on TikTok shared their own tales of terrible hotel service, showing that such experiences, while avoidable on the hotel’s part, aren’t entirely uncommon. “I had this happen once,” said one commenter, claiming the computer behind the desk was still logged in, allowing them to check themselves in without issue. Another commenter claimed they were left standing at an empty front desk after the employee allegedly left their post to get Taco Bell.

While Marriott did not respond to Ashley’s call-out post, the Hilton TikTok account did, promising her, “We’ve got your next stay sorted!”