You need internet never stay here! Want to watch a movie Forget it. Need to do a Zoom call Forget. Need to browse the internet. What takes you 30 seconds at home will take you 30 minutes due to the lag.

Dear Ryan,

I am writing to express my deep frustration regarding the persistent internet service issues at the Residence Inn Tustin Orange County, where I have been staying for an extended period for work, paying over $5,000 per month. Over the past two months, I have repeatedly reported the inadequate internet speeds, which have consistently been around 0.72 Mbps for downloads and 0.52 Mbps for uploads. Since my work requires a stable and reliable internet connection, these speeds are far below acceptable levels, making it nearly impossible for me to perform my tasks.

Despite escalating these concerns multiple times to both the engineering department and hotel management, the issue remains unresolved. I was informed by the engineering team that the problem was due to a faulty router and that it would be fixed. However, it has now been well over four weeks, and the issue still has not been addressed. I was offered the option to switch rooms, which I agreed to, but I requested to test the internet speed in the new room before moving. Upon testing, I found that the connection was even worse. When I asked the engineering team why I was directed to a room supposedly having a stronger internet connection, I was told by Jose that his team had not actually tested the connection in that room.

I escalated this matter to the hotel manager, Ryan, for the fourth time, and he assured me that he would schedule an emergency service call and resolve the issue within 48 hours. It is now 72 hours later, and not only has the issue not been addressed, but I have also been informed that Ryan will not return for another three days to look into it. This continued lack of follow-through is incredibly disappointing and has left me without the essential internet service I need for work. To add to my frustration, the management has now stated that they cannot assist me in ending my stay or help me find another hotel that meets my internet needs.

Additionally, when I contacted Marriott Rewards, I was told a ticket would be filed, but it would likely not lead to any resolution since this is a franchise hotel. When I inquired about escalating the issue to the franchise owner, I was told by the onsite property manager that the hotel is directly owned by Marriott. I then asked how to escalate further and was informed the property is managed by Apple Property Management, but when I contacted them, they stated they do not manage this property. This contradictory information suggests that I am being deliberately misled, which is incredibly frustrating. As a Platinum member, I am shocked by the poor level of service and support I have received.

The prolonged lack of reliable internet is highly disruptive, especially given the nature of my extended stay. The connection is not only unstable, causing frequent disconnections, but even when connected, the speeds are so slow that streaming or video conferencing is impossible. It is unacceptable that, despite multiple reassurances, the hotel's management has neither resolved this issue nor provided a viable alternative.

I am requesting immediate action to resolve these internet problems. If the issue cannot be resolved promptly, I would appreciate a more permanent solution. Moving to a different room with a better connection is clearly not an option, but I request that you at least provide a mobile hotspot and replace the faulty modem, as your team has indicated is necessary to resolve the issue. I have already attempted to escalate my complaint further within Marriott's corporate structure, but I am being told that they are not responsible for handling this dispute and cannot provide guidance outside of the onsite manager, Ryan. Unfortunately, Ryan has consistently failed to take any meaningful action, both during and after his working hours, to ensure that hotel guests are taken care of.

Thank you for your immediate attention to this matter. I look forward to your swift response.

Sincerely,