Courtyard by Marriott Huntsville University Drive

The room was spacious and nice, and breakfast was really good. The GM was very kind to us during our stay. It was a lovely little getaway with my husband, and I liked being able to sit out on the balcony.

Every key card opened every room, and kids were able to open our door. Some people had things stolen from their rooms. We were told we’d get a credit for our room, but it never came through, and after five days we still couldn’t get anywhere. Nobody returns our emails or calls. Veronica at the front desk was the rudest person to deal with. When we checked out, she refused to print the bill and told me to contact management if I wanted it, then walked away to look at her phone. Worst hotel I’ve stayed at.

Getting to the front desk was confusing. The main entrance was blocked by construction, and bad signs and poor lighting made it hard to find the side door marked “office.” Parking was limited, and when I returned from dinner the spaces were full. I had to park on the dark, inaccessible side of the hotel. Another side entrance wouldn’t accept my key card at 8:30 pm, so I walked all the way around. At least two spaces were taken by construction vehicles, including a forklift in one of the best spots near the repurposed main entrance. The check-in agent was more interested in chatting with a friend in the lobby than helping me. She eventually checked me in, but didn’t acknowledge my lifetime platinum elite status or ask which welcome gift I wanted. When I asked, she said she’d already given me points by default, and defended that by saying most people want points, though I’m usually offered a choice of food/beverage credit or points. Inside, the hotel was a dump. The walls, elevator, and ceilings needed cleaning and refurbishment, and the lobby was a mess. I’m surprised it’s open without some kind of disclosure during booking. In my room, the shower water only got lukewarm. When I called, the clerk said she hadn’t heard of water problems and offered no help. In the morning, neither bathroom outlet worked, including the GFI test/reset outlet. This was a terrible stay, and Marriott should check whether it’s comfortable having its name represented this way. I’ll take photos on the way out and add them if I have time.

The front desk employee Emily was the only bright spot. She went out of her way to help everyone and had no support from higher management. She deserves a huge raise for handling all that stress. Our team’s stay was awful. We found clothes and leftover food in rooms and fridges, and one bed had a urine stain. Then we learned that every hotel key opened every room, which was really scary.