Residence Inn by Marriott Hartford/Windsor

I stayed three nights in room 422, and the room and bathroom smelled strongly of urine. A towel had what looked like feces on it. The in-room phone didn't work, so I had to go outside into the cold to reach the front desk. I told the manager on duty, Mike, and asked for cleaning or service. He said, “we don’t clean rooms for 3 nights or less; we only clean on the 4th day.” He said he'd have it cleaned, but nothing was done, and he offered no other room or meaningful help. That response left me feeling that basic cleanliness and guest safety weren't being taken seriously, regardless of how long someone stays. This was one of the worst experiences I've had at a Marriott property. I expect a reasonable level of cleanliness and service from Marriott, and this fell far short. I strongly advise against booking here for a business or family stay.

I spent over a month at Residence Inn, and the clean, comfortable room helped it feel like home. The staff were consistently kind and welcoming, and their help felt personal. One especially difficult night, my door lock stopped working and left me outside in the cold. Because the Residence Inn entrances are outdoors, this was a real problem. The team couldn't get the door open straight away, but they stayed out there with me for hours trying to fix it. I really appreciated that care. When you're away from home that long, those small and big gestures matter. I'd happily stay again.

The breakfast was disappointing: paper thin bacon, no cooked eggs left, dried out yam bites and silver dollar pancakes, and no honey or syrup for the prepared pancakes. The orange juice machine had a handwritten label saying it was blue raspberry juice. When I asked about syrup or honey, the front counter attendant said no truck had come since Thanksgiving, five days earlier, so supplies were running low. For an extended stay Marriott, that's hard to accept. We also overheard another guest say his shower drain had backed up, leaving four inches of water that took 45 minutes to drain. The staff were all very nice, but the room situation was awful. Our first room had fecal spots on the toilet seat, remains in the bowl, dirty towels, an awful smell, and short loose hairs on a hand towel. I asked for another room, got a key, and checked before moving our things. That toilet also had fecal spots on the seat. I went back and requested a clean room. The next one looked and smelled cleaner, though it still had a small spot on the seat, so I gave up and planned to wipe it myself. The studio is a long rectangle, with the bed against one wall, a couch in the middle, and the kitchen at the far end. The property is made up of separate two story exterior buildings, with four rooms on each side, much like an apartment complex. Parking is open, uncovered, free, and around each building. I'm a Titanium Elite member and loyal to Marriott, so I know the brand can do much better. This place missed the mark. It's cheaper than nearby options, but there's a reason, and even for that price you don't get what you'd expect. I'd never stay here again.

The staff were mostly very nice, especially the sweet housekeeper. One employee had such a heavy accent that I struggled to understand him. I don't usually stay here when I'm in the area, but couldn't change the reservation after I realized that, even though you'd think another Marriott hotel could make that possible. The room smelled bad. They offered Febreze, which would only cover the odor, or wiping the already-clean counters. I have a poor sense of smell, so the fact that I noticed it tells you how bad it was. I was too exhausted to move rooms, so I found my own disinfectant that didn't gas me. Someone upstairs paced around until after midnight. I called her Thunder foot in my head, and the soundproofing could use work. Parking costs extra, with no guarantee your car will be safe, even though the lot was nowhere near full. Three other hotels in the chain don't charge for parking, and the fee wasn't mentioned when I booked. I was told the pet fee would be $50, but the bill showed $100. When I questioned it, they said that had always been the fee. Compared with the other Marriott hotels nearby, this is last on my list. I'm a Marriott girl and know what to expect, but this place doesn't meet the standard and keeps adding little hidden charges.