Residence Inn By Marriott Hartford Rocky Hill

I stayed here twice, on different months a few weeks apart, and saw some of the same people smoking marijuana on both visits. The smell was everywhere, and I don’t believe it was just guests. Room cleaning wasn’t done daily even though they said it could be requested. This place could be perfect with better management, but unfortunately I won’t return.

The location was the only good part of our stay, close to the places we planned to visit. At $270/night, I expected the suite with a queen bed that I booked, but we were given one with a full size bed. The rest of the experience was poor from the start. We rang the desk bell several times and waited nearly 15 minutes for anyone to come check us in. We had to ask for extra bedding and towels because, although we’d listed four guests, there was no bedding for the pull out couch. When I asked at the front desk, they looked at me like I was crazy. The areas we walked through were dirty, with bits of stuff in the hallways, cobwebs, and what looked like pink bacterial growth in the shower. The hallways smelled like weed most of the time. The pool was murky, and its stair handrail was broken and pulled out of the floor. I wasn’t expecting a high end hotel, but I did expect the room I paid for, and a clean one.

I don’t usually stay at places like this, and I checked the hotels near #newbritain before choosing this #residenceinn in #rockyhill as the cleanest option. I’m glad I picked it. I had to go back and forth to #Connecticut for five weeks straight, staying several days each week. The hospitality from the front desk to the GM was second to none. Everyone was amazing, including the friendly cleaning crew, who weren’t intrusive. Jon, the GM, really surprised me. I’ve met a lot of GMs while traveling, but he was outstanding. He even did vacuuming and laundry himself. When I asked why, he said, “we are fully occupied and I can’t let my crew feel pressured”. We built a relationship pretty quickly. When I had a small issue with the curtains, Jon ran to Walmart to get me a new set because he said ordering them would take too long. I don’t usually eat hotel breakfasts anymore, but this one was on point. If you need to visit this area or #hartford, I highly recommend staying here!

This was the most unprofessional, chaotic, and disrespectful hotel stay I’ve had. I’m giving this Residence Inn Marriott in Rocky Hill one star only because zero isn’t an option. People should know what they may be getting into before spending their money here. The billing was a disaster. I was charged 30 dollars, then 1200 dollars, then 600 dollars, and then suddenly checked out of the system without any explanation. Manager Willie couldn’t explain how their own system worked. There were no receipts, documentation, or clarity, just confusion and excuses. There was no written payment policy, structure, communication, or consistency either. They escalated situations instead of resolving them. I’m a mother going through a difficult transition and paying over 1400 dollars a week for a room, but I was met with hostility instead of compassion or professionalism. Staff repeatedly threatened to lock me out while my service animal was inside. The housekeeping manager started multiple confrontations and even involved the police as her first response, rather than speaking to me. When I asked the front desk for a printed copy of my charges, employee Mindy gave me attitude and accused me of being rude for asking for basic documentation. My school, Capital Community College, tried to help by calling to make a payment. The staff member they spoke with was so rude and dismissive that they had to end the call. This hotel brought unnecessary stress, fear, and instability at a vulnerable time. The lack of training, compassion, and leadership was shocking. I’d never recommend this location or return. Marriott should be embarrassed to have its name on it.