Teresa C.
This used to be my regular hotel for my daughter’s specialist appointments. I had stopped booking through third party sites and joined Marriott rewards so I could book directly, and I’ve even sent family and friends here. Usually it’s clean, quiet, and safe, and we have no problems. This visit has me seriously reconsidering our next stay later this month. The room itself was a problem from the start. I paid almost $500, yet room 106 had sticky stains on the floor, so I cleaned it myself for my comfort. The shower door was broken and poorly repaired, and the paint was peeling from the toilet handle. Housekeeping came only once in three nights, changed towels, and made the bed with the same sheets and covers. They didn’t sweep, mop, clean, or refill the toilet paper, and after midnight I had to ask the desk for some. That man was polite. The room is near the pool, fitness room, bar, and lobby, so we also heard loud yelling and laughter from the bar and pool table late into the night. At check-in, a young woman verified my identity and the card on file for payment, then asked for a card for incidentals. I asked if it had to be the same card and was told no. I handed her a different card and said clearly it was for incidentals only, not the full amount. She agreed. I also requested a late checkout. As a Marriott rewards member, I’d been offered one for free on my last visit, but this time she said it would cost $50. Later, I realized she’d charged the incidentals-only card for the stay instead of the card on file. When I called the desk, a man said he could only refund the incidental fee, even after I explained that the card was for my rent and the charge would cause serious inconvenience. I had to search for banks, drive around, and make transfers to avoid problems, instead of focusing on my daughter’s Cardiology Specialist appointment, which I’d driven nine hours to attend. At checkout, another man kept looking at his computer and didn’t greet me or even check me out. They really dropped the ball this time. I didn’t see the employees I usually see, so maybe that’s the difference, but after this visit I’ll have to think hard about coming back.
