City Express By Marriott Gettysburg

We booked room 113 for a wedding two weeks ago, but the mildew smell hit as soon as we entered. We found two soft, dark spots in the wall, and the toilet and sink hadn’t been cleaned. We didn’t stay, but the front desk offered neither a refund nor a clean room. My boyfriend has bad asthma, and we tried not to make a fuss, but he wheezed so much from the mold that we had to drive an hour home for his nebulizer. The hotel never found us another room. We still haven’t received our $230 refund. The third-party company said it would refund us if the hotel agreed, but the hotel and “stayforless” blame each other for refusing. I’ve worked in customer service for 20+ years, and this is unacceptable. Getting a manager to respond can take days, if they respond at all. In its original response, the hotel apologized and offered a refund, but weeks later it changed its response. I’m posting that original reply too. They’re “shutting down” for remodeling, and I think they know they’ll have a big law suit on their hands if they keep this up.

We had to ask for fresh towels, and when housekeeping came, they made the bedroom bed but never touched the hideaway bed. Its blanket looked worse than a hospital blanket, with frayed edges on all four sides as if it had been cut with scissors. At check-in, one of our two rooms wasn’t ready, and the rooms ended up on opposite ends of different floors, even though I booked in early August. During our two-night stay I asked several times to speak to a manager, but never saw or heard from one. The number on the business card just connected me to the same young woman at the front desk.

We had a perfect getaway for our 23rd Anniversary. The rooms were clean, breakfast was free and great, and coffee and tea were complimentary all day. There are tables and seats outside where you can relax in the evening and watch the sunset. We’ll definitely come back.

Eric is the HOST with the MOST. He welcomes guests with a smile and friendly remarks, and even steps away from his desk to give “fist pumps.” Be sure to look down when he does, his collection of amazing shoes is quite something. The staff made a great impression.