Residence Inn by Marriott San Marcos

The room was comfortable, clean, and in good condition, and parking was good. The staff were very nice, and check-in went smoothly. Thanks! The technology could use work. Internet was clunky, the TV remote and signal had problems, and the gym equipment was poor. I had to reset the cardio machines several times during my workout, and there was no way to connect audio or earbuds.

Will first approved my late checkout, saying there was no problem and that the hotel allowed up to four a day. He said he had no other requests. Later, he called to revoke it because I'd booked at the Explorer rate. When I followed up, he said that guests on that rate couldn't check out late. I'm a Platinum Elite Member of Marriott Bonvoy, and a late checkout is an earned membership benefit. I've been loyal to Marriott for years, with countless stays in the US and abroad, and have never been asked to sign a disclaimer about special Explorer rules or had elite benefits denied because of my rate. This rule appears to come from this particular Marriott location. It's not in Marriott's corporate elite benefit terms or on the Explorer form. Being told to follow a rule that Marriott hasn't established, published, or recognized raises serious concerns for me about fairness, transparency, and how the hotel is managed. I felt disrespected, undervalued, and singled out despite my long loyalty to the brand. Taking back a confirmed benefit at the last minute and supporting that decision with information I believe is inaccurate and unsupported is unacceptable. I expect consistent, professional treatment and corporate policy to be followed, rather than selective rules or subjective decisions at individual properties. I want Marriott leadership to review how this was handled, correct the misinformation from staff, and make sure Platinum Elite benefits are honored consistently at all locations. I hope they take action so another loyal member doesn't have to go through this.

The room was spacious, and the bed was very comfortable. I was here for work and would have stayed longer, but this Residence Inn has a roach infestation. I was told they were working on it. They also said points had been given for my stay, but two months later my balance was still zero. Minus five stars.

This is a lovely modern hotel. The room was clean and smelled good, but the bed and pillows were the best part. I slept better than I have in years, they were that comfortable.