Towneplace Stes Staff Marriott

I only learned the hotel had canceled my room when I called to say I'd arrive late, while I was already driving the five hours from home to Stafford, VA. They never emailed to let me know, and then still charged me. I had to book another hotel at the last minute, which cost a lot more. I wrote to the manager asking to come in and discuss the charge, but she never replied.

Kamran at the front desk is a real asset. He's polite, pleasant, and always greets you with a smile. The comments about the AC are right, though. It's very loud.

The room was okay once I got there, but the windows were broken and there was almost no soundproofing. I could hear every bump and step in the neighboring rooms and above me, so I wouldn't stay here again. Check-in was a bad first impression after I'd driven for hours. My corporate card asked for a PIN I didn't know, and when I asked whether it could be run as credit without one, the desk employee immediately got short with me. The card issue wasn't his fault, but the way he handled it was unprofessional. Even after I sorted it out with my card provider and checked in, he was still rude, curt, and unwelcoming.

Kamran at the front desk wouldn't let my spouse check in, even after my spouse called him. He was completely unhelpful. I've been a Marriott customer for 20 years and am currently a titanium elite member, and I've never had a front desk experience this frustrating.