Residence Inn Marriott Carlisle

On my second and final stay, the hotel had a water shutdown that lasted from 11 pm until 1 pm the next day. I couldn’t flush the toilet or shower, and had to leave several times to use the bathroom at the gas station across the street. I was given different estimates for when the problem would be fixed. The front desk said I’d get points on my account for the trouble. Days passed without them, so I called and was assured they’d be added within 24 hours, with an email. Three days later, neither had arrived. When I called back, someone else questioned me about my checkout time, Marriott loyalty status, and more. The woman was rude and combative, said “things happen, we can’t go around giving points out,” and hung up when I asked for the manager. I’ve been a Marriott member for over four years and have had more than 400 stays. I’ve never had a hotel go without water for over 10 hours. This is by far the worst hotel I’ve stayed at, and I wouldn’t recommend it to anyone, especially anyone who’s African American, since the staff seem biased. On my first stay, I’d asked for late checkout and was told someone needed access to professionally clean the carpet because my whole floor was being cleaned. I said I was going to the gym for about an hour and wanted to be there while anyone was in my room because I wasn’t comfortable with someone around my personal belongings. The front desk staff agreed and said she’d tell the cleaner to wait. When I got back an hour and a half later, I noticed a smell, then took off my shoes and immediately felt wetness. Someone had entered and cleaned the carpet while I was gone, despite my request. I found that disrespectful and rude.

The air conditioning only worked about half the time, and I got hot in the room at night. The walls aren’t insulated well, so every bump and knock carries through. Breakfast was the same liquid eggs and meat patties every day, with no variety. The rooms are nice, though, and the staff are friendly.

The one staff member on duty was very accommodating, but the room clearly hadn’t been cleaned up before our stay. There was so much dust on top of the fridge I could write my initials in it. Every dish or cup we used needed washing again, the bathroom floor was visibly dirty, and every bottle of body wash, shampoo, and conditioner had only one pump left. We expect better from Residence Inn. This location fell short.

Austin made a frustrating late-night booking situation simple. On a road trip, I ended up outside another Marriott that was fully booked. The app was giving me trouble, so I started calling nearby locations, and after a couple of very frustrating conversations I reached this one and spoke with Austin. He knew his stuff and was efficient, so I headed over and checked in for the night. The room was exactly as advertised and clean. Very nice, very happy, and five stars to Austin. Thanks, guys!