Marriott Cheshunt Hotel

The room upkeep was poor. There was mold in the shower, the windows wouldn't open, and the toilet kept dripping. The A/C was quiet, at least, but it didn't work in our first room, so we had to move. The next room had no shower gel. At check-in, nobody told us when breakfast was, where the elevator was, or about the other hotel amenities. I asked whether I could buy breakfast each morning at the online price and was told yes. Later, when I paid with points, I was told online breakfast pricing wasn't available and I'd have to pay full price. I called at 10:20 to check breakfast hours and was told it was closing then. Since I need food with my medication, we planned to get lunch out with family later. My wife, worried I might skip my medication, went down to ask if there were other food options. She found that breakfast actually stayed open until 11. She was so upset she didn't eat, though she had paid for my breakfast. I was upset too and didn't eat either, even though it was paid for. I used Marriott points for all six nights and, as a Silver member, expected better. This was a terrible start to what should have been a nice holiday. I lost one of the only Saturdays I'd have with my children and grandchildren, whom I hadn't seen since just before the pandemic.

I'm disabled and have mobility issues, so I was glad the room was large, though it was very cold. After I spoke to reception, Chris (heating man) came to assess it quickly. He found the heater was broken and checked whether another room was available. In less than 20 minutes we had an upgraded room with heat. Really impressed, and breakfast was superb!

The location is peaceful, with brookfield shops just a short walk away, and the staff were friendly and very attentive. Breakfast offered a good range, and they were happy to bring anything extra we needed. We had a very pleasant stay, and I'd recommend the hotel. I've stayed here before, and the refurbished rooms are a much needed improvement. They're beautiful, and the shower is great, but its design lets water spread everywhere, even outside the bathroom area. We had to mop it up with towels and ask for more. There's no fridge in the room either. We couldn't keep our drinks cold, though luckily we were able to get some ice.

The staff made my work stay especially good. I was here for almost two weeks just after the hotel opened, and everyone was friendly and eager to help. Housekeeping left thoughtful touches like fresh flannels, herbal shampoo and shower products, and did a great job cleaning the room. The newly refurbished room was very comfortable, and I especially liked the bathroom and shower. I'd recommend staying here to anyone.