My fiance and I stayed at the Long Island Marriott and I'm sorry to say we were very disappointed with the accommodations. During the first night the room was very warm and although the thermostat was set to 65 degrees, the room failed to cool down. I reported this to the front desk the next morning on our way out and I was told that someone would fix the problem while we were gone. When we returned that afternoon the windows in our room were open and the air-conditioning system was turned off. In addition, it was obvious that the room had not been cleaned. When my fiance called the front desk, she was told that the entire hotel air-conditioning system was in "neutral" and that there was neither heat nor cooling available to any rooms. She was also told that rooms are not cleaned unless guests requested it in advance.

Now we have both stayed in many hotels over the last forty years and this is the first time either of us has been told that a room would not have heat or cooling nor be cleaned automatically. In addition, she found his tone to be somewhat demeaning. I immediately called the 800 number and registered a complaint. The gentleman I spoke with was very understanding and a bit perplexed by what we were being told. He asked me to hold, and when he returned he advised me that someone from the hotel management staff would call me back. At that very moment, the air-conditioning came on and room service appeared at our door. Rather than wait in the room for the call while it was being made up, we closed the windows and headed for the main desk to talk to the manager directly. We informed the desk clerk why we were there and asked if we could speak to the manger. We were told that she would be with us shortly. Unfortunately, she never showed up. In frustration, we left for the evening.

I wish I could say it ends here. When we returned later that evening the room was hot again and the air-conditioning was off. No setting on the thermostat would make the room any cooler. When we checked out the next morning, I expressed my unhappiness with the room and we were each offered a free cup of coffee as compensation. Considering that most hotels (and motels) give guests coffee for free, it appeared to be a very insincere gesture.

Where we being told the truth by the hotel staff? Are the air-conditioning systems at Marriott facilities turned off and unavailable to guests at select times of the year (or only this one)? Do we really have to request room service on the Concierge level?

Of all the Marriott's we have stayed in, matter of fact of all the hotels we have stayed in, this was the worse from a customer service perspective and the only Marriott facility we have ever had a problem with. To make matters worse, we found the staff to be aloof and at times downright surly. What troubles me most is that I had to pay for two nights of discomfort.

I sent this on Marriott's customer complaint group. They never replied nor acknowledged my email.