Here’s a situation that I think would make just about anyone’s stomach turn… though there are also some important lessons here (thanks to @HWEIL for flagging this).
In this post:
Man gets key to Marriott room, walks in on woman sleeping
A woman with the handle @DrVivianS took to Twitter/X to share a horrifying incident that happened to her some time ago, for which she has been receiving counseling.
While traveling for work and staying at an unnamed Marriott, she had someone walk into her room while she was sleeping. What makes this even creepier is that it wasn’t a mistake (in the sense that someone was accidentally given a key to the wrong room), but instead, the person was someone who kept insisting on wanting a key to that exact room.
After an investigation, the hotel manager explained how exactly this incident happened:
I sincerely apologize once again for the unfortunate incident you experienced at our hotel.
After investigating the situation with my staff, I would like to explain what transpired that night. A man approached the front desk requesting a key to your room. He claimed to be your husband and stated he needed the key to return and sleep. Upon verifying the reservation, my staff informed him that he was not registered for the room and that he would need to contact you for verification. He insisted that you were sleeping and requested that we not disturb you.
The woman emphasizes that she’s not married, and that she didn’t consent for anyone to enter her room. She’s not ready to share what happened in the room, which I can understand, as this situation sounds awful.
Hotels need to do better, and this is so avoidable
First of all, I can only imagine how violating it must feel to have someone walk into your room while sleeping. Worst of all, it’s not just a random person that walked into her room while she was sleeping, but instead, someone who specifically wanted to walk into her room while she was sleeping. UGH.
I think there are two lessons here. The first lesson is exactly what she recommends, and which is one of my hotel habits — “I want to caution people to USE THE DEADBOLT AT HOTELS.” I’m always shocked when I learn that some people don’t use the deadbolt, and I just don’t get it.
I don’t care if it’s day or night, when I’m in the room, I always use the deadbolt. And yes, while one “shouldn’t have to,” the reality is that there are a lot of master keys out there, and it’s a basic precaution you can take, if nothing else.
The second lesson is that so many hotels are just really bad at verifying identity when requesting an extra key, and more training needs to take place to prevent incidents like this. I’ve had this happen a countless number of times over the years, where I lose a key, and I’m shocked by how few questions I’m asked to get a replacement key.
Sure, in some situations you may be locked out of your room and not have your ID, and in that case, they should ask several verification questions, beyond just your name or room number.
For example, I was impressed during my recent stay at the St. Regis Hong Kong, where I misplaced a key. When I asked for a replacement key at the front desk, they asked to verify my date of birth, my address, and even my last Marriott Bonvoy stay. That’s the minimum amount of information a hotel should ask before issuing a new key.
In the story above, it’s particularly wild how the front desk agent reportedly told the person he wasn’t authorized to enter the room and would need to contact the woman to get into the room, yet when he insisted it was fine, they gave him a key. What the heck?!
Bottom line
A woman has taken to social media to share a terrible incident that happened during a recent Marriott stay. She was woken up by a man who had entered her room. Worst of all, he had been given a key by a front desk agent.
The front desk agent tried to initially deny him a key, since he wasn’t registered to the room. But when he insisted that he didn’t want to disturb the woman and just wanted to go back to sleep, they gave him a key. That’s just totally unacceptable.
Hotel guests, don’t forget to use your deadbolts. Hotels, do a better job at verifying identity when people request keys.
What do you make of this Marriott incident?
The story is seems a fake, fake fake. Doesn’t name Marriott. Some of that appears to be looking for attention. If it really did happen, why not name the exact hotel?
The email is generic enough that could’ve been written or copied from anything. ChatGPT?
I hope Marriott gets taken to court and hit hard over this. Hotels need to learn the lesson of how serious this security breach is. Too many clerks out there who don't bother to verify or ask for ID when giving out a key to what could be a rando. Hell, I even had once a Residence Inn where I dropped off my wife and kids and left to run an errand, and my wife...
I hope Marriott gets taken to court and hit hard over this. Hotels need to learn the lesson of how serious this security breach is. Too many clerks out there who don't bother to verify or ask for ID when giving out a key to what could be a rando. Hell, I even had once a Residence Inn where I dropped off my wife and kids and left to run an errand, and my wife got locked out and was not on the reservation. I called the front desk, had them add her, and then they just handed her a key, no proof required, just her name. I could have easily made that phone call with any room and then show up with my ID and get a room key and have a field day.
If you don't have your ID (you're at the pool, etc), maintenance should have to walk back to the room with you and let you in and wait for you to retrieve your ID to verify identity. In the digital age just asking someone some verification questions is not sufficient. And when I go to the pool I still carry my ID and a credit card inside my swimsuit pocket. They're water proof and no reason to leave them behind.
Everybody talks about locking the deadbolt, but honestly, how many hotels have a working deadbolt? Most seem decorative. I always turn the deadbolt but the vast majority of the time, you can still enter using the key. Not sure if it is a regional thing, but I would say it has been a long time since I have stayed at a hotel with a deadbolt that would stop someone with a key.
You must be staying at different hotels than I am. I cannot remember the last time a deadbolt didn't work. I remember once the deadbolt tended to jam, and maybe once or twice when it wouldn't work properly, but you still have the manual lock just over the door handle that will disable the use of the room key. Most hotels have at least 2 forms of door security. 99 times out of 100 I've stayed at a hotel they work fine.
I was in Las Vegas staying in Mandalay Bay. I was in my room in the afternoon when all of a sudden a couple walked right in. They had a key to my room. We stared at each other and they said they just checked in and they got keys from the front desk. They left and I went downstairs to the front desk furious as you can imagine. The manager apologized and said "it...
I was in Las Vegas staying in Mandalay Bay. I was in my room in the afternoon when all of a sudden a couple walked right in. They had a key to my room. We stared at each other and they said they just checked in and they got keys from the front desk. They left and I went downstairs to the front desk furious as you can imagine. The manager apologized and said "it doesn't happen that often" and my reaction WAS NOT OFTEN? like how many times does this happen. Thank God I was in my room and valuables were in the safe even though that's not bullet proof.
Remember your whole post on the TikTok video showing all the options for blocking a hotel door and then wondering if this was necessary?
Yeah.
These tips are circulated widely in solo female travel communities. And we have so many more - not just on blocking the door but also general hotel safety. This one event is public, but most of them aren't.
Arthur Hayley's (trashy) novel "Hotel" was where I read about tricks to get hotel keys in the pre-digital days.
As a solo female traveler, I always travel the an extra deadbolt type lock that is easily inserted into most hotel doors. Even with a key, no one can enter the room. Worth $15 for peace of mind. And even deadbolts can be flipped back by experienced criminals.
I would like the hotel to have a camera attached to the computer they can use to take a picture of me (with consent) to attach to the record. Someone shows up claiming to be and the ID is locked in the room? Confirm it with the photo. Further, should it not be a policy to ask the names of all in the guest room? You can refuse, but Ralph isn't getting a replacement key unless you named Ralph as a guest.
Very happy to have you design such processes - the "option to refuse but" is so common sense.
But all too often when such controls are introduced they do not include options, and that leads to different problems.
I have *twice* been given a key at check in to a room that already had a person in it. Different hotels, different cities in the US, but both times the person was inside and they had not locked the deadbolt. It was awkward for me, but I assume much more terrifying for them. Lock the deadbolt!
I also have twice been given a key to someone else’s room, but at the same hotel. At a Sofitel in a major Australian city, after working very late, checking in near mid-night. First key card didn’t work (grrr), down to reception, then given a card for a different room and floor. Walk in on a guy sitting on the bed in his underwear - I am not sure who was more shocked. As I...
I also have twice been given a key to someone else’s room, but at the same hotel. At a Sofitel in a major Australian city, after working very late, checking in near mid-night. First key card didn’t work (grrr), down to reception, then given a card for a different room and floor. Walk in on a guy sitting on the bed in his underwear - I am not sure who was more shocked. As I rapidly apologised and exited, told him to give reception an earful. Down to front desk again, guy is indeed giving reception an earful as I walk up. No apologies, and given a card for yet again a different floor and room. At this point I am desperate to use the bathroom, rush straight in to discover clearly an occupants toiletries….and then notice the bags and clothes further into the room. Thank goodness no-one was in the room at that moment. Back down for a FOURTH time, and this stage I was desperately tired, really need a bathroom, and demanded that reception accompany me to room #4, who declined as no one else was available to take care of the front desk. Still no apology. But room #4 was unoccupied, and I very definitely put on the chain, AND leaned my bag against the door!
Next morning at check out, I was still upset, and demanded at least an apology. The (different) receptionist just shrugged and said “it happens”. Believe me, absolutely last time in that hotel.
As a former hotel manager with several major brands, this is almost hard to believe. Security breaches and awful mistakes can happen, however security and guest privacy is taken very seriously across all brands.
Even if a spouse shows ID but is not registered, employees are not allowed to give a key or room number out unless the registered guest gives permission. All guests permitted room access must be listed at registration/check in. If...
As a former hotel manager with several major brands, this is almost hard to believe. Security breaches and awful mistakes can happen, however security and guest privacy is taken very seriously across all brands.
Even if a spouse shows ID but is not registered, employees are not allowed to give a key or room number out unless the registered guest gives permission. All guests permitted room access must be listed at registration/check in. If someone is not listed as a guest/visitor but asks for a key/room number (including spouses), employees always call the guest and ask if permission is granted. If the registered guest can’t be contacted, no key or room number is ever given out.
I wonder if this was a hotel outside of the states. If it is true (verifiable with lobby cameras/digital key info), the employee will certainly be dismissed. It’ll be interesting if more information comes out.
Two tidbits.
1, Years ago I stayed at a hotel in Israel. I discovered that the room doors can be super locked in a certain way which would disable all entry except by security. I used this when packing for an airline trip as they are very concerned with baggage on flights.
2, On the same trip the doors had keycards but they also offered standard keys for Sabbath observers but there was a USD 150 deposit to cover cylinder replacement if a key was lost.
I'm always surprised when folks don't automatically deadbolt their door at hotels. This situation isn't her fault of course (first and foremost the intruder, and the hotel for not following procedure).
However, it should really be part of everyone's routine for hotel stays. Not just because of the rare chance of a security lapse like this but just because there are master keys and sometimes staff don't follow "Do Not Disturb" signs, or you...
I'm always surprised when folks don't automatically deadbolt their door at hotels. This situation isn't her fault of course (first and foremost the intruder, and the hotel for not following procedure).
However, it should really be part of everyone's routine for hotel stays. Not just because of the rare chance of a security lapse like this but just because there are master keys and sometimes staff don't follow "Do Not Disturb" signs, or you may forget to put the sign back on when you're in the room. I mostly do it so I don't have a random housekeeper or employee trying to enter when I'm in the room (a far more likely scenario than someone with bad intentions).
I recently heard a woman loudly yelling at hotel management in her room (thin walls...) about how a male housekeeper entered her room while she was in the shower despite her saying not to enter... Had she dead-bolted her door the whole thing would have been avoided.
Always keep your room number discreet especially in public spaces.
If you know the name and room number and nothing looks off a hotel employee can be complacent and give out a room key. The rule is always ask for photo ID.
What kind of hotel was it ? A franchise courtyard or a JW Marriott owned by corporate ? The latter is more likely to enforce employee rules , better trained , better paid staff , and have supervisors on duty at all times .
Just another reminder to always deadbolt and use the other latches and locks on your hotel room door.
Generally true, although there is an exception - if the chance of your needing medical help and you cannot easily get to the door is non-minimal (or indeed wanting assistance to escape in the event of a fire).
I had never considered this until this week (I am in a Marriott brand) when I sustained a sports injury.
For two nights I did not lock the deadbolt.
In many countries single woman cannot even check in without a man. I am not sexist, but feel American women aren’t grateful for the rights they already got.
What in the holy hell is wrong with you? This is use your takeaway from the story? Please never procreate.
I wish lucky added the option for down voting sh!tty takes like this one.
American women should be 'grateful' for.... being treated as equal human beings and not property or support-humans for men? But you're 'not sexist'? Really?
Maybe you didn't mean for your comment to come off that way, but...this is, at the very least, very poorly worded.
As someone who spends 250+ nights in hotels a year I start to notice the weird security quirks at different hotels. Hopefully most people don't. But I fear this is all too easy to do. You should definitely deadbolt the door at night.
So that's why you complain about your job. You can't even afford a home.
I feel you, but seriously you're obsolete. You need to find a new career.
If she wants Marriott to pay up she needs to pony up and hire a lawyer. Telling half stories to the internet about how a front desk clerk screwed up and you were an idiot who couldn’t be bothered to deadbolt your door isn’t going to do it.
In an ideal world one shouldn't need to deadbolt the door, because the front desk shouldn't be handing out room keys to somebody just because they claim to be your spouse. Is it smart to do so? Sure. Is it your fault somebody walks in on you if you dont? Heck no, the door is already locked unless you have a key, and access to additional keys is squarely on Marriott. This is just victim-blaming.
Marriott staff messed up, it is squarely their fault, and perhaps they'll find themselves on the wrong end of a lawsuit. But that doesn't mean that deadbolting the door is victim-blaming, it's just a good reminder. Even if the staff had never given this person a key, there are hotel personnel that have master keys, so someone - or multiple people - out there almost always has access to a room.
@JT It is absolutely victim-blaming when @MoreSun opines that she won't get anything from Marriott because she didn't deadbolt the door. She has no expectation of anybody coming in to her room, the door auto-locks, and even though there are people with master keys, those are employees and presumably vetted and trustworthy enough not to go creeping on guests in the middle of the night. Is anything possible? Sure. Is it generally a good idea...
@JT It is absolutely victim-blaming when @MoreSun opines that she won't get anything from Marriott because she didn't deadbolt the door. She has no expectation of anybody coming in to her room, the door auto-locks, and even though there are people with master keys, those are employees and presumably vetted and trustworthy enough not to go creeping on guests in the middle of the night. Is anything possible? Sure. Is it generally a good idea to deadbolt the door in the middle of the night? Sure. Does not deadbolting the door mean you can't hold the hotel responsible if they give a rando a key to your room, or one of their employees enter your room in the middle of the night without permission or announcing themselves? Hell no.
It is surprisingly easy.
A few years ago, I booked a hotel last minute as I forgot my key to the family home I was going to stay at. I booked a room, and went to the hotel 10 minutes after booking to check in (this was past midnight). Key piece of information, my brother who has the same last name was also staying at the property in his own room with his newly married...
It is surprisingly easy.
A few years ago, I booked a hotel last minute as I forgot my key to the family home I was going to stay at. I booked a room, and went to the hotel 10 minutes after booking to check in (this was past midnight). Key piece of information, my brother who has the same last name was also staying at the property in his own room with his newly married wife (he had been there for over 2 nights at that point). I went to the front desk to check in (which I made clear) and at first they said they couldn't find my reservation. Then, the guy said "no, wait, I found it" - and he said it with such confidence too. He quickly issued me a key card and gave me the room number. I took the elevator up, and when I got outside then room, I realized that it was my brother's hotel room. I realized this after scanning the key card, but I remembered just before opening the door. I knew because I had come earlier in the day to drop something off for him. He had upgraded to a corner suite so the location of the room is what reminded me (otherwise I had forgotten the room number). Thank god I hadn't gone in. I quickly went down to reception and had it fixed and got the key to my room.
I guess the receptionist didn't even read the first name on my ID and compare it to my brother's first name (both are very different). Thank god it was my brother, because that interaction would have been so much worse had that just been a stranger with the same last name as me (and if I hadn't previously gone to the room).
I'd think if somebody was expecting their SO to show up later, they'd leave a note with the front desk indicating such. Somebody walking up unannounced and claiming to be the husband/wife is such a red flag.
But notes not getting effectivley showed is standard !
Clearly Dr. V hasn't been watching the wave of TikTok and IG videos on soft girl safety at hotels. Literally names 10 different things from dead bolting your door to carrying a CO2 detector. Shameful.
So, it was her fault?
Yup. You gotta create your own safety first. Deadbolt the door or throw furniture in front of it.
If someone enters your unlocked car door at a traffic light, who you gonna blame? The car maker for not installing auto lock doors?
That's a terrible analogy, because all big-chain hotel doors auto-lock, nobody can get in without a room key. Access to additional keys is squarely on Marriott, and they failed to verify the person was who they said they were. That's on them, not the woman. The deadbolt is an additional precaution that wouldn't have been necessary if Marriott's front desk had actually done their job.
@Dusty
Marriott is definitely in the wrong. But when you book a hotel room, don't you take some responsibility for your own safety? Did you forget that hotels have signs everywhere about not keeping valuables in your room? It's cause they ain't taking responsibility. Even if the safe was broken into, they ain't covering it.
Think whatever you want, but jokes on you if think hotels are supposed to provide the upmost safety for a guest.
@Alonzo
Myself and everyone else who has ever stayed at a hotel has expected the hotel not to give out room keys to randos. We also expect the staff to be vetted well enough that they won't sneak into rooms to creep on people in the middle of the night. Theft by hotel employee is a false equivalence completely irrelevant to the topic.
@Dusty
You are 100% correct. But what we expect and what does/can happen are 2 different things. Hotel staff are all across the board as far as competence and training. With that being said, I'm taking matters into my own hands.
@Alonzo I've said elsewhere in this section that deadbolting is a good idea. The point is that not using the deadbolting does not make what happened the victim's fault as you and others have insinuated. The hotel staff should never have given out a room key to a rando, and the hotel should face consequences for that lapse in training/judgement. Because regardless of whether she used the deadbolt, the creeper probably wouldn't have made it...
@Alonzo I've said elsewhere in this section that deadbolting is a good idea. The point is that not using the deadbolting does not make what happened the victim's fault as you and others have insinuated. The hotel staff should never have given out a room key to a rando, and the hotel should face consequences for that lapse in training/judgement. Because regardless of whether she used the deadbolt, the creeper probably wouldn't have made it to her door in the first place if he didn't get a room key from the front desk, and certainly wouldn't have been able to enter the room without one.
"throw furniture in front of it"? And if someone still enters your room, it is still your fault because the furniture you chose wasn't heavy enough?
In your mind a woman at fault for getting raped, because she was wearing a skirt over a burka?
In part, yes, of course it is. An argument to the contrary is nothing more than virtue signalling.
Ben - interesting verification at the HK Marriott - makes me curious how much information does a receptionist have access to… they see previous visits, number of nights, locations etc… this should make for an interesting blog on “profile” that a hotel or hotel chain keeps on each guest!
Excellent point.
Bank call-centre staff should want to not have access to your whole password, so they can't be suspects when things go wrong.
We don't want hotels to be as restrictive as banks, but it would do no harm to have a bank security expert review their procedures to go "have you balanced this risk of problems against the limitaiton of helpful serivce?"
Back when I worked night audit at a lower-end SPG hotel (pre-Marriott), once had a guy get back to the hotel around 2 am and ask for a key to his room. He gave the room number and the name on his room, but it was his friend's room, not his, and his name wasn't on the reservation; his friend was apparently still out getting wasted at the bar. It sucked, but I had to...
Back when I worked night audit at a lower-end SPG hotel (pre-Marriott), once had a guy get back to the hotel around 2 am and ask for a key to his room. He gave the room number and the name on his room, but it was his friend's room, not his, and his name wasn't on the reservation; his friend was apparently still out getting wasted at the bar. It sucked, but I had to tell him that I can't give him a key for security reasons if his name's not on the room, unless I hear directly from his friend that it's OK (had no reason to doubt him, but security first). Attempted to call the number on the reservation, but no answer. Poor guy had to wait in a chair in the lobby for his friend to get back probably ~2 hours later; he was surprisingly understanding though (especially for a drunk guy). I bet in the future, he made sure to get his name added to any reservation where he wasn't the primary guest! I felt bad he had to wait...but would've felt far worse if it turned out he wasn't really authorized to be in the room.
That's one of the first things you learn in any sort of hospitality training (along with "never say a guest's room number out loud"). I just don't get how anyone working at a hotel doesn't have those rules ingrained in them at all times. It's genuinely unsettling when I go to the desk for a new key and the desk person (who I haven't interacted with before, so it's not like they remember me) just hands me one without checking ID first. I'm sure I look like an honest person, but the guy in this story probably did, too, and look where that led. Of all the things hotels should make easier for guests, getting a new key to your room is not one of them, lol; PLEASE make me confirm my identity first!
What would you have done if he had given his friend's name ?!
Standard procedure is to verify photo ID; it didn't get to that point since his name wasn't on the reservation, but that would've been the next step.
If he claimed to really be the guy whose name was on the reservation but "I left my ID in the room" or something... the general idea is, make them confirm some details on the reservation (such as address and phone number), then walk them up to their...
Standard procedure is to verify photo ID; it didn't get to that point since his name wasn't on the reservation, but that would've been the next step.
If he claimed to really be the guy whose name was on the reservation but "I left my ID in the room" or something... the general idea is, make them confirm some details on the reservation (such as address and phone number), then walk them up to their room and make them show their ID once they get to the room. I recall I was working alone that night, so I would've felt a little uncomfortable in that situation. Not sure what would've happened if he then admitted he wasn't the registered guest, or tried to slam the door in my face without showing ID, etc.; I suppose in the former case, try to contact the actual guest (then call police if he isn't authorized to be in the room or the guest can't be reached), and in the latter, call police. Thankfully I never had that happen!
In most cases I lost a key, I was walked to my room by a security agent who verified an ID once I was back in the room. All other kind of info can probably get captured by scammers.... This is for me the best safety.
Yes that's good.
This week in a Marriott brand in the USA I was unable to walk for a couple of days due to an injury, so dependent on visitors, and it is a hotel where the reception is in a separate building, so access keys are always necessary.
Two visitors were given keys:
1) the person who brought me back - they had seen him with me at reception.
2)...
Yes that's good.
This week in a Marriott brand in the USA I was unable to walk for a couple of days due to an injury, so dependent on visitors, and it is a hotel where the reception is in a separate building, so access keys are always necessary.
Two visitors were given keys:
1) the person who brought me back - they had seen him with me at reception.
2) a work colleague - they asked him to call me and pass over the 'phone - ok, not as good as calling me, but in practice I didn't need me to speak to the receptionist - they said they recognised my voice (I think they meant accent) when I answered the 'phone to the visitor.
Practical - one could cavil at some theoretical risks, but they did apply controls without makign them obstructive
This is also why hotel bartenders or restaurant waiters are NEVER supposed to ask your room number or last name. And yet, it happens ALL THE TIME.
Unfortunately, not all hotels have physical deadbolts.
What a change from the 1970s when one just charged everything to one's room on the number!
Only in Americastan
@BZ This can happen anywhere even whichever country you are at. How do you even know it was in America? It was never mentioned in this article. Also, what a lame and stupid comment to make when someone was obviously so frightened by this that she had to seek therapy.
This is not Marriott doing it, it is a front desk agent of a specific hotel. The headline is absurd. Blaming a whole group for this. It could happen anywhere. Name and shame the specific property, and if possible the company running that and probably any number of franchises. But it seriously does not reflect on the group as a whole.
@ CPH-Flyer -- I don't think I suggested the group as a whole was responsible for this? The person sharing the story didn't reveal the specific property, so the best we can go off of is that it was a Marriott. Should I have just completely left out the hotel group?
@Ben
"A Marriott Hotel" "An agent at a Marriott hotel" "A front desk agent" many options without charging the whole group.
Yes, you point to an entity that did not employ or manage the person in question.
Just talking about the headline, if that was not clear.
This is also why I really hate when hotel staff verbally ask for name and room number when a guest ischarging something to their room at the bar or restaurant. Those are often the only two pieces of information a bad actor needs to socially engineer a front desk person to give out a key to your room.
I get why they do it, so they can verify the charges are going on the right room, but they should have the guest write it down instead if they need that to look it up.
How is the hotel staff supposed to get the information required to post the charge to your room/the correct room? Would you prefer they make you pay at time of service?
They could have you write it down instead.
“They should have the guest write it down instead,” not make the guest announce it verbally.
Show them the card with your name and room number written on it? I also hate saying that information out loud when there are other people nearby.
The only time I’ve lost my key I was walked to my room by security so they could check my photo ID. I like that.
Confirming name/room verbally is correct. No one should come to front desk and ask and receive a key because they know last name and room. That is what ID is for! No idea, then as Ben said, askiother questions that a random person won’t know.
Majority of guest are going to be annoyed by making them write things down, most aren’t paranoid about one offs ( yes this has happened several times, but in what...
Confirming name/room verbally is correct. No one should come to front desk and ask and receive a key because they know last name and room. That is what ID is for! No idea, then as Ben said, askiother questions that a random person won’t know.
Majority of guest are going to be annoyed by making them write things down, most aren’t paranoid about one offs ( yes this has happened several times, but in what proportion to it not happening).
Common sense. Deadbolt and chain lock
This is something I do and remind my family and friends about which is to use all of the locks available at your disposal when you are in the guest room to be extra safe.
I remember someone on TA was upset that the hotel refused to just hand over an extra key when the guest forget his/her key and had no ID on him/her and was not happy that the hotel staff asked...
This is something I do and remind my family and friends about which is to use all of the locks available at your disposal when you are in the guest room to be extra safe.
I remember someone on TA was upset that the hotel refused to just hand over an extra key when the guest forget his/her key and had no ID on him/her and was not happy that the hotel staff asked quite a few security questions before issuing the replacement key. That was in place to avoid any safety/security issues.
I will never understand when people are annoyed by that. First of all, it's usually your mistake if you lost it (unless it demagnetizes), but in any case everyone should appreciate a hotel that has a rigorous security process in place versus handing it over immediately.
I hope Marriott will give her 5000 bonvoy points as a token of their concern.
/s
Just disgusting. I can’t imagine the terror she must have felt. Marriott will have to do A LOT to make this right.