We made a guaranteed non-smoking reservation here. We had never stayed here before, but it was close to our new Phoenix office. We were driving in from California. At 5:30 p.m. we called to confirm late arrival for midnight and were told that they would hold our rooms. Upon arrival we were confronted by Matt the night clerk and told that they had no rooms. He said they had guests who overstayed. We demanded an explanation and showed our confirmations. He yelled at us for "berating" him. We were firm, but professional. He was not. After getting no further help, they finally decided to put us up at a nearby lower quality hotel at no charge. The room we got was on a dense smoking floor which we took because there were no other hotels available in the area. This is the high season in Phoenix. It was miserable. Their policy to not honor guarantees must be a management decision. I have never had that happen in 30 years of business travel and then be confronted by a clerk with a bad temper and bad manners. And our staff stays at Marriotts and plans conferences with them all over the U.S. If they treat us so badly, I can only imagine how they treat everyone else. We���������ll never stay here.