Marshall Suites Bainbridge Island, SureStay Collection by BW

I stayed for two weeks on a work trip and never had to buy water or snacks, since the refreshment station was always stocked with water, juices, and sodas. Breakfast with Ms. Connie, the “Breakfast attendant” as she affectionately calls herself, made me feel right at home. The staff were kind, available, and easy to approach. Jamal and Tamera answered all my questions and shared recommendations for eating and sightseeing. The room was comfortable, spacious, and clean from check-in through checkout. Marshall Suites has become one of my best hotel stays. Heartfelt thanks to the staff for making the visit so pleasant.

We were sent to the island for work, and the reservation was messed up. They eventually fixed it, but we had no other options. Housekeeping made strange comments about my coworker’s size and build. I also left an important pillow in the room, one with sentimental value that helps with my chronic neck pain. I called right away so there would be no confusion about which pillow was mine. They said they had asked everyone, but couldn’t tell me who cleaned our room. It feels like they let staff steal from guests. Management said they would follow up, but never did. Now calls to resolve it go unanswered, and the voicemail stays full for hours. The front desk people were sweet, but incompetent. They were awful at handling conflict and maintaining future business relationships. I strongly recommend against using this place for business trips or sending workers here. Heaven forbid you forget something and expect the staff to have enough integrity not to steal from guests.

During my stay the week of Aug 27 - 29th, on the second floor with my dog, wife, and baby daughter, we found bed bugs in our bed on the first night. The hotel promised a full refund, but I still have not received it. They also said they would send inspection and pest control to examine the room, but that never happened. The beds, couch, and carpet floors smelled terribly funky. I would never advise anyone to stay in any room at this location.

I never got a room and had to change my plans right away because of this woman’s negligence. At about 1:30pm on Sunday Nov 30th, she gave me key cards twice for rooms 417 and 416, both already occupied. Without common sense, I could have walked in on people. Trying to check in was horrible: the lady kept going into my stay history and seemed not to know what she was doing. When I told her she was doing it wrong, she got nasty and shouted that she was from the Marriott in San Francisco and this place was nothing to her. She is nasty at housekeeping too, banging her cart and supplies early in the morning and making nasty grunts. Giving out keys to occupied units is a serious safety violation, and the treatment I received was critically poor. She needs to be terminated immediately.