Residence Inn by Marriott Oakland Downtown

We were relocating from Florida and stayed three nights at the Residence Inn in Oakland while waiting for our apartment. The repeated room problems and the way the hotel handled them left me extremely disappointed. On the first night, none of the room lights worked. I had to join a Zoom meeting in the dark while we waited for maintenance. They eventually got the lights on, but around 10:00 PM they began clicking on and off. We called maintenance again, but they couldn’t fix it. Our daughter was asleep, and we didn’t want to wake her or move everything late at night, so we agreed to switch rooms in the morning. We were told that night would be comped, and briefly thought things might improve. The next night seemed fine until we ran the dishwasher. Around 10:00 PM it started leaking badly and soaked the room. Maintenance came back but couldn’t repair it. We were exhausted, our daughter was sleeping, and we didn’t want to move all our belongings, so we turned the dishwasher off and dried everything ourselves. The following morning, I was told we’d move to another room and that the second night would also be comped. Neither happened. We stayed in the same room, and the promised compensation didn’t come through as explained. At checkout there were no bell carts. Since we were in the middle of a move and had a lot of luggage, we carried everything to the car ourselves in three trips. I reported the issues at checkout. The front desk representative said the day manager had already contacted the GM and they were waiting for final approval to issue Marriott points for all three nights, due to the broken rooms and inconvenience. I was told the points would arrive within 48 hours, but they never did. When I contacted the hotel later, I was put on hold for 30 minutes. Then I was told nobody remembered making that promise and I’d only get a refund for one night. This was an absolute disgrace to the Marriott brand. The repeated room failures, late-night maintenance calls, broken promises, and poor customer service destroyed my trust in staying with Marriott.