TownePlace Suites by Marriott Las Vegas Henderson

In response to the owner: you flat-out lied to Marriott Bonvoy corporate when you said we’d been told in advance that parking would cost extra. At check-in, we were specifically assured parking was covered. You haven’t spoken to your team about this. We booked two rooms in November at the long-term stay rate, which cost $100 more per room. The policy for this hotel says stays of three nights or more include self-parking. We confirmed with Bonvoy customer service, then confirmed again at check-in, that parking was included. So we were shocked to see $75 in parking charges on our bill. We went to the front desk with screenshots and the rate policy. The person there said they needed to speak with a manager, but none was on duty. We agreed to wait, but they wouldn’t let us speak with the manager or call them back after saying the manager wouldn’t honor the long-term rate policy. Then another woman came over and said she was the manager on duty. The first person had lied. We explained everything again, but she refused to remove the charges and told us to call Marriott because the hotel couldn’t do anything. She called it an isolated incident and said $75 shouldn’t stop us from staying with Marriott again, as if that amount shouldn’t matter. We lost half an hour trying to get this addressed. We called Marriott, which agreed the policy said we shouldn’t be charged and called the hotel while we were on the line to request a refund. That showed the hotel could issue it. Still, the hotel refused to act until we sent proof of the policy, even though we’d already shown it to both the front desk and the manager there. This was petty behavior. The staff were wrong, wouldn’t admit it or fix it, and now seem to be making things harder for us because they can. That wasn’t even our only problem. The room smelled like chemicals the whole time, and there were unknown stains on the sheets and pillowcases. We’re unlikely to book with Marriott again for either work or leisure, despite having made many bookings with them before. We’ll never stay here again and recommend that others avoid it.

The only person who tried to resolve this was Amber. She worked on it as quickly as she could, stayed professional, and didn’t dismiss my concerns. I appreciated that, but the whole experience was a nightmare and I wouldn’t recommend this hotel. I’d booked a hypoallergenic room the day before. My husband, nieces, and I dropped off our things and went to dinner. Around midnight, I went to the bathroom and found what looked like dried blood splattered on the closet door, along with dried feces. I told the front desk at 1 a.m. They said housekeeping wouldn’t arrive until 9 a.m. and another room wouldn’t be ready until after noon. I had children in that room. This was a serious health and safety issue, not just a cleaning problem. The next morning, I explained everything to the housekeeping manager with tears in my eyes. She replied, “Well, it wasn’t like that yesterday,” which felt dismissive and unprofessional, as if she were blaming us. She did say another room could be cleaned hypoallergenically in about 30 minutes. I left the old room at 9:45 but didn’t get a new one until noon. By then I was exhausted and my anxiety was through the roof. I never once got to speak with a manager about my concerns. If Amber isn’t a manager, I strongly recommend promoting her, since the manager at this establishment seemed nonexistent. To the housekeeping manager, I hope you never find yourself in my position. If you do, I hope you’re treated with respect, kindness, and empathy. “Do unto others as you would have them do unto you.”

The suites were spacious, the breakfast was delicious, and the air conditioning cooled the rooms quickly. It’s an absolutely beautiful hotel, and the staff were sweet and understanding. I left my phone in the room, and a kind housekeeping woman came to help me look for it. We’ll definitely be back!

It was a comfortable, clean hotel with handy access to the highway, which was why I chose it to get back on the road quickly. I was surprised by how much noise came through, though. A loud car wash sits right across the road, and the highway is only a couple of blocks away, so it was never fully quiet.