TownePlace Suites by Marriott Cookeville

The rooms are spacious, and I appreciate having full kitchens. The hotel is nice, though it could use some improvement and updating. Housekeeping needs training to identify and clean pink mold. The bathroom fan didn’t work, which is why the paint is peeling.

We felt like we were in an apartment, and the separate bedroom door was perfect. My hubby could hang out and go downstairs without waking me. The kitchen had a fridge, stove, microwave, plates, glasses, and mugs. We also got to join the continental breakfast each morning. Staying here was great, and I’d absolutely book again next time we visit family in Cookeville.

The room was clean and modern, and the hotel looked well maintained. Check-in was smooth, and it was what I’d expect from a TownePlace Suites. But there was no hot water. I ran the shower for over 10 minutes and got only lukewarm water, just warm enough for a very quick, uncomfortable shower. I’d driven more than seven hours and was hoping a hot shower might ease my back pain, so that was especially disappointing. I tried again the next morning, let the water run another 10-plus minutes, and got the same result. If they fix the hot water, this would otherwise be a solid place to stay. As things stood, it was a major letdown.

The general staff were nice, and I had no issues with them. This happened about a month ago during a corporate booking: when I left, I found they’d charged my personal card. I called twice over the next 10 days and was told both times that it was being processed and would take time. No issue so far. After two weeks I called again and asked for the manager. The conversation fell apart right away. She initially listened, but kept interrupting before I could finish. When I asked to finish my sentences, she made out that I was doing something wrong and said she’d hang up if I didn’t listen to her. She told me it was ILLEGAL to have a corporate card on file and that they were breaking the law by processing payment without a physical card present. I explained that others in my group had used the same system, but she denied that. We’d all booked the same way, yet only I was charged to my personal card. I said I wanted to take the issue to Marriott and have them explain it. She literally laughed and said I could try, but they’d tell me the same thing. She also said it was impossible to reverse, that she’d talk to her staff for giving me wrong Information, and that I should understand the law in the state I was traveling to. I raised it with Marriott. The manager was WRONG, and within 48 hours the payment was reversed onto the correct card. She has no business managing anything. She made no real attempt to focus on the issue or resolve it, just aggressively ran with the idea in her head without caring how it affected someone. I could have lost almost $1,000 because of her ego.