Residence Inn Mt. Laurel at Bishops Gate

Cathy deserves a big shout-out. Her energy is contagious, she's always smiling, and she really goes above and beyond to make guests feel cared for. She embodies the Marriott brand. I was here at the Residence Inn for a wedding, and, as usual when I travel, I chose Marriott. This stay reminded me why. Justin made check-in smooth, welcoming, and top-notch. Outstanding service from the whole team. They know how to make a stay memorable, and I'll definitely be back.

I appreciate how the manager handled things and am satisfied with the resolution. At checkout I explained how inconvenient it had been to go without a microwave. The manager understood, apologized right away, refunded one night's points, and added a few extra points for the trouble. I was staying for three nights on reward points, but my room's microwave was broken. The front desk said maintenance would come, but nobody ever arrived. The manager was disappointed that they hadn't offered me another room, especially since they knew the maintenance person was on vacation. Things happen, and I'm grateful for the excellent customer service at the end.

There has been no hot water since I arrived. A guest six doors down, who had already been there a few days, told me to check mine, so the hotel knew about the problem when they put me in the room. When I called, they said it might not be fixed for another 28-48 hours. They offered another room, but I'm here for an extended stay with 13 boxes and other heavy items. Unpacking and moving all of it alone again would be too much. It took me 3-4 hours the first time, and the hotel didn't help. They could have let us use a shower in another room while they fixed the hot water, but instead expected me to move everything. That's selfish and ridiculous. It's 17 degrees outside, the room doesn't get warm enough, and the bathroom is freezing. Guests shouldn't have to worry about utilities failing with no useful option beyond packing up and starting over. I explained that and just got a 'sorry.' Getting into the building has also been a problem. The entry door nearest our room hadn't been shoveled properly, which is a serious safety hazard, and I couldn't bring my things through it. I asked for a first-floor room near that door because I was traveling with a young child with disabilities and was concerned about medical or other emergencies. They only accommodated me after I called again to confirm the room was ready. The room they'd originally set aside had been given to someone else, who wasn't leaving until two hours after checkout, and nobody told me. If I hadn't called, I'd have arrived with no room ready. They did put me in the room next door straight away and before check-in time, which I genuinely appreciated. I've had nothing but issues since checking in.

The toilet wasn't secured and came completely loose. The bath faucet wouldn't drain, and the tub faucet nearly came off too. Management gave me no help. It seems people are living on the property. This falls far below Marriott standards for carrying the brand.