Towneplace Suites By Marriott Monrovia

During our 10 day stay, housekeeping brought towels only twice, and the Wifi was very weak, so those both get two stars from me. Kim, who serves the delicious morning breakfast at Towne Place Suites, gets five stars for being professional, efficient, and friendly. The front desk staff also deserve five stars for being helpful, efficient, and professional.

I’m really disappointed. Every time we come here, there are billing complications, and last night they charged me twice for the stay. I prepaid $181.83 on February 22, then the hotel charged me the same amount again when I arrived. The manager, Ty, said it must be a system glitch. Brian and Ty were the only people I gave my card to at the front desk, and they told me the charge would just be a security hold. This morning I saw another $181.83 charge on my American Express card. Ty said prepaid bookings aren’t charged again, so I don’t understand how it could be a glitch when only those two had my card. They disrespect my wife and me every time we stay, and we never get the platinum experience we receive at other establishments. I’m tired of being mistreated here. I give staff gratuities and try to make sure they’re happy, but they still disrespect us and make fools of us. Management needs to look into Ty and Brian and train them to treat customers respectfully. We’ll never stay here again. It’s sad that people have to be so terrible to make themselves feel good.

The hotel is fairly new, and the room layout is great. We asked for a quiet room at check-in, but the walls are so thin that we could easily hear the person next door talking on the phone as soon as we entered. We asked to switch rooms, but the manager said he couldn’t move us because we had a service dog, which is against the ADA law. He said it would be quiet, and it did get better, I guess after they spoke to the person next door. Still, at night we could hear lots of noise outside our room, including doors slamming. We couldn’t sleep well, and the experience was very disappointing and completely ruined our stay.

The room had plenty of space and was clean, and the staff were very nice. Breakfast was pretty good too. I was pleasantly surprised by the softened water, and it made the stay even better.