Residence Inn by Marriott Gaithersburg Washingtonian Center

We travel a lot, and my husband and I bring our service dog and cat along. I have health issues, and the staff’s kindness when our cat went missing meant a lot to us. One morning, we went to breakfast and came back to find the cat gone. We searched cabinets, drawers, closets, moved the couch, and looked everywhere we could think of. In a panic, we left without a room key, and I’d left my phone behind too. I made it to the front desk to ask whether housekeeping might have opened the door. The gentleman there patiently asked me questions and checked with the cleaning staff and manager. Soon he and two others joined in. I think one was the manager from Princeton, NJ, and the other was a lovely woman who may have been the head of cleaning. They asked what we’d checked, and I realized we hadn’t looked under the pullout couch. The manager kindly walked me back to the room. Some of our extended family were still at breakfast and overheard the woman and gentleman rallying people to help search. Our cat was still in the room. There was a small gap he could squeeze through to get under the bed. The manager had suspected that, but wanted to make sure we found him. He didn’t have to escort me back, but he did, speaking calmly and reassuring me along the way. All three of you took time from a busy day to make sure our family was safe and together. Thank you. You were so thoughtful and kind, and we’ll never forget it. Whenever we visit, you’ll have our business. I wish I’d gotten everyone’s names so I could include them here. I highly recommend staying here. The rooms are clean and roomy, the beds comfortable, the amenities fantastic, and you’re close to everything we could want.

The worst part of our stay was how we were left to deal with a possible safety problem ourselves. A faint hallway odor began on Christmas afternoon, and by Friday night it had become overpowering and filled our room. We later learned the boiler had been malfunctioning and burning metal, possibly sending soot and smoke through the vents. The fire alarm had gone off, and several guests had complained, yet there was no email, announcement or sign to warn anyone. We had to breathe it in and work out what was going on. The dates were December 24-30, 2025. Operations Manager Doris had no repair estimate and no other rooms to offer, only points. Hot water was also missing for most of the stay. My mother's shower never got properly hot, and by Tuesday morning the ops manager said the system was at just 70% capacity. We were promised full cleanings Friday, Saturday and Monday, but got one, late. On Monday, management was checking new guests into Building B without telling them about any of this. At checkout, we were told the GM would contact us about compensation. That never happened. Marriott Customer Support promised an investigation and then went silent. All we got was a two sentence thank you email and a few thousand points. As a six year Bonvoy member and current Gold Elite, I’ve never had anything like what my family went through at this property. This was a failure of maintenance, communication, safety transparency and basic accountability. To Marriott corporate, this is what happens when loyalty is taken for granted and silence replaces accountability. My family deserved better and didn’t get it. Don’t stay here. There’s a Courtyard and Marriott property down the street that are far better.

The outdoor area was rowdy and loud, and the location isn’t ideal. The hotel was quick to respond when there was a room issue, though breakfast service was hit or miss. My overnight stay itself was comfortable. The room was spacious and clean, the bed slept well, and there was a mini kitchen and lounging area. The door locked when it was closed, so maintenance may need to look into that.

Two hours before check-in, I was told they couldn’t honor my reservation for three nights and would give me a full refund. How can you do that to a paying customer? Pick another hotel nearby. Pay a little more for peace of mind instead of scrambling to find a new place at check-in.