Towneplace Suites by Marriott Rock Hill

We booked this particular room because its amenities clearly listed a full kitchen with an oven, and brought groceries accordingly. There was no oven. We were told a manager would call about the false advertising, but no one ever followed up. There was no accountability or customer care. We were also put in an accessible room where every shower flooded the whole bathroom, and had to use every towel to keep the water contained. Management seems to have left a known problem unfixed. The room was filthy and poorly maintained, with stains on the ceiling over the bed, broken cabinets, dirty blankets, and a general sense of neglect. It felt like a rundown roadside motel. Management's silence made a bad situation worse. Allowing places like this, especially Econoline-level accommodations, to operate under Marriott's name without basic standards damages the brand. If you expect the usual Marriott quality and professionalism, stay somewhere else. This property and its management should embarrass the brand.

The room felt run down and badly in need of a serious refurb. The air conditioner barely worked: set to 65°, it took from our arrival until we left to cool the room from 80° to 69°. A broken desk lamp, falling-apart bathroom cabinets, a sticky faucet handle that seemed broken, and a toilet that started running randomly all night added to the problems. The king bed was too soft with a huge dip, and my husband and I barely slept, waking with horrible back pain. Though listed as a studio suite, the room was barely the size of a regular hotel room. The pullout couch was tiny, with our son's feet sticking out past it to the king bed. The couch was crammed into such a tight space that I had to crawl over my husband to get out of bed and reach the bathroom. We didn't get to eat breakfast, and what we saw didn't look good. Egg and cheese English muffin sandwiches were coming apart and sticking to the serving pan. We couldn't get to the waffles because hotel guests were standing in front of both makers, and the person using one was struggling to get batter from the dispenser. We'll never stay again. For only a couple of dollars more, we should have stayed at the Fairfield Inn & Suites next door.

I had a good stay here two years ago, so I was looking forward to returning, but this visit was different. Check-in was fine, though I had to switch rooms because the curtains in the first one didn't fully cover the windows. The next room smelled bad by the entrance, and the TVs kept turning on by themselves after I switched them off. The room photos don't match what you actually get, and the appliances need updating. Only two of the stove's four burners worked, and the shower knob had to be turned the opposite way to get the temperature I wanted. The worst part was finding that someone had entered while I was out on the fifth day. I kept the do-not-disturb tag on the door because I worked evenings. They changed the towels and toilet paper anyway. I called management, and they said guests could only refuse service twice. I never refused it, and nobody left a note at or under the door saying I had. Since I left for work at 3 p.m. every day and nobody knocked for five days, I assumed they were respecting the sign. I could have said I wanted the room cleaned on my day off, but I was leaving sooner than the original period anyway, so didn't bother. It felt like an invasion of privacy, and I was glad to leave. I don't know what changed in two years, but don't trust the room photos.

The room was clean and nice, and the price was budget friendly. Breakfast was a little disappointing, but I'd still recommend staying here.