IRVINE, CALIFORNIA -- After a three-day stay at this hotel, we discovered that someone from the hotel staff had stolen an iPod from our gym bag in one of their suites. Although we tried to work with Marriott to resolve this issue, they steadfastly refused to take any responsibility and hinted that I was lying, despite conclusive evidence that the iPod was taken while in the hotel's possession. I will never again stay at any Marriott-owned property, and urge anyone who values their possessions to do likewise. This hotel in particular cannot be trusted, and the corporate management refuses to accept responsibility. Here's what happened.
We checked out from the hotel on a Monday morning and discovered that evening that we had left a gym bag behind. We immediately notified the hotel. The next day, we were informed that our room had not been re-occupied and that the staff had recovered the bag. The management agreed to hold the bag at the front desk for us to pick up. This was great news, or so we thought. Two days later, our daughter retrieved the bag, and while our smelly gym clothes remained, the iPod was missing.
We immediately notified the hotel manager, who sounded willing to help. By Marriott's own admission, the gym bag never left the hotel premises and hotel staffers were the only ones with access to it over the entire three days. No one else had access to it. But in the long run, all we got was a litany of excuses. The manager said he checked with the staff and, surprise (!) no one fessed up to taking the iPod. He offered to file a claim on our behalf with the corporate offices. In the meantime, I filed a theft report with the Irvine police.
Four days later, I received a call from the corporate offices. What started out as a polite conversation quickly degenerated when the staffer said they couldn't verify that the bag contained an iPod. "So you're telling me you don't believe me," I said. "No. We just don't know that there's an iPod," was the lame reply. I informed Marriott that I'd filed a theft report with the local police, and that filing a false report would make me a criminal. She didn't care. Because we had accidentally left a bag behind in a locked hotel room, all bets for safe return of its contents were off. Apparently, the official policy is something like: Finders Keepers.
Finally, the representative offered me a $100 gift certificate, good for my next stay at a Marriott. (Does anyone know a Marriott where $100 covers even one night??) I asked why I would want to return to a hotel where the staff had stolen my property and the management refused to take responsibility. The irony was apparently lost on them. "That's the best we can do," they said.
No, that's not the best you can do. You can take responsibility for the theft of my property from your hotel. You can replace my iPod, and not tell me that it's two years old and that a $100 gift certificate, which costs you nothing, is a fair settlement. You can stop questioning the honesty of a long-time customer. And finally, you can cancel my family's membership in Marriott Rewards. We won't be back. Ever.
ORLANDO, FLORIDA -- I had my magazines and books thrown in the trash without my permission - were more than 10 magazines and a book. I complained for two days at the front desk and nothing was resolved, no satisfaction or compensation was offered. On leaving, SURPRISE: The amount of the hotel appeared in 31 films during the period of 8 (eight) days, plus 4 films per day. I checked with my daughters, minors, what they had done and was told that only linked to a TV and, without pressing the buy button, movies and attractions available.
I talked to the manager, thinking it was understood and I was again surprised with the quality of care of a manager Marriott. She only speaks English, absurd in the case of a tourist town. She was imbalanced emotion, perhaps because of pregnancy, the more I do not know speak English tried to explain that it is very easy for a child making a purchase - no security code moreover - and my magazines and books?? How I get the loss of money, and the reports I have read and would like to save, and I and my wife does not read??
How much is the dissatisfaction of a customer to the network Marriott?? According to his manager the answer is NOTHING! After nothing was resolved, I received a visit from Mr. ** - Executive Housekeeper who spoke to the person who cleaned my room and found that magazines really thrown into a trash; nothing could do but apologize! Why to access the internet we have to use passwords, accept...and the movies just click on the button and select the movie?? I await a solution quickly and efficiently, to avoid being filed actions authorities.
To compensate for the loss of magazines and books, plus the lack of safety codes and alerts the purchase of films - preventing children have easy access - return of amounts paid by all films. I would like that the hotel, as well as many already do, put warnings on television and access codes to buy programming and movies.
POUGHKIPSEE, NEW YORK -- -- TRAVELERS BEWARE -- DO NOT STAY HERE --
My family and I checked into the Residence Inn at 2525 South Rd. in Poughkeepsie, NY on a Thursday for a long weekend stay. The property looks nice and seems to be well-maintained, but what we did not know, nor were we informed when we made reservations or at check-in, that this hotel is contracted to the local college, Marist College as dorm rooms for their students. They have so many students here that they have a number of Resident Advisors for various groups of students living at the hotel. Can you imagine booking a hotel room that is located in a college dorm?
If we had known this was a dorm for the college from the start, we would not have ever stayed at this hotel. Yes, everything you can imagine happened to us during our stay, every night: students running up and down the halls all night long; students yelling and screaming throughout the night in their rooms and in the hallways; students slamming doors closed throughout the night as they went from room to room partying; students jumping up and down on the floors in their rooms, etc.
Did we complain? Absolutely. Was Marriott/Residence Inn able to control those college kids? Absolutely not. The second night we went out into the hallways telling the college kids to knock it off and to be quiet, our own kids were trying to sleep. And the third day we were assured by the Day Manager that she had taken care of the problem, though she did not seem very assured of this.
The third night was no different than the previous two and the night manager at one point told us she had done all she could do and did not know what else could be done to rectify the situation, as the lamp on the table and the picture on the wall in our room shook violently from the constant thump, thump, thump coming from somewhere on our side of this property. This is at 1:00 a.m. in the morning.
If you want to have a peaceful, quiet night's rest, do not stay at this hotel. If you want to party with the college kids all night long, you have found your perfect hotel. Did they comp. any of our nights? Yes, two of the three nights, but they would not comp. all three nights. Why? I am asking Marriott the same question. Why did we not just move to a different hotel? Our schedule of activities and also hopes that the manager actually would be able to take care of the situation.
FREDERICK, MARYLAND -- On Monday, 11, 2012, I checked into the Residence Inn in Frederick, MD (Confirmation #**). I was in good health when I checked into the hotel on Monday. If I had prior knowledge to making my reservations, that the floors and the furniture cushions would be shampooed, I would not have selected the Residence Inn in Frederick, MD. On Tuesday, 06/12 in the evening, I returned to my (#111) and the floors and been shampooed and the furniture cushions were damp. The manager, ** instructed me to turn on the air conditioner to speed up the drying process. This is when things turned for the worst.
After 2 hours or so of staying in my room, my throat began to get sore and my feet felt wet because my house slippers were damp from the wet carpet. Ever since Tuesday, 06/12/12, I have not been able to get a full night's sleep because of a sore throat, headaches, runny nose and congestion. I have been coughing periodically since Tuesday as well. Due to this condition and my unfortunate experience while staying the Residence Inn - Frederick, MD, I have had to spend monies on medication, a visit to the emergency room and doctor's visit.
A prudent person have considered the comfort of the guest first and shut down the entire floor before shampooing the floors and furniture.The Residence Inn management in Frederick, Maryland was negligent in insuring the comfort, health and safety of their guest. That being said, I am requesting full recompense of all monies paid during my hotel stay and medical expenses as a result my physical condition.
PADUCAH, KENTUCKY -- Be very careful when booking reservations to this hotel. Despite having a confirmed reservation, your reservation could be cancelled due to the facility allowing existing patrons to extend their stay despite their 'sold out' status. In my 10+ years of traveling for business, I have never had a hotel do this to me. My reservation was cancelled on the day of my check-in when I had already arrived to my destination. The other name-brand hotels in the area were sold-out so the Residence Inn booked me a reservation at a non-name brand hotel for my stay. The hotel booked reservation was not the same type of accommodations reserved at the Residence Inn.
When Marriott Rewards contacted for assistance, was told that since I was the only one of four persons checking in that day that did not hold 'Platinum' status, I was chosen as the one patron to be chosen to have their reservation cancelled. Whenever I have attempted to extend a stay at a hotel that is in 'sold out' status, I have been told that there are no rooms available and I would be unable to extend my stay. Not the case with this facility. Be very careful when you book a reservation at this hotel as you may find yourself without a reservation upon your arrival!
GREENSBORO, NORTH CAROLINA -- I stayed at the Marriott Residence Inn in Greensboro North Carolina and the first night I was there I noticed three itchy red spots on my leg when I awoke the next morning. I assumed that they were spider bites because they were sore and itchy. The next night I stayed at my sister's house in Asheboro and did not notice any new bites. The next day I returned to my room to shower, change clothes, and have an afternoon nap. When I awoke I noticed more bites on my other leg, back and arm. I then informed the manager at the front desk. He informed me that he would send someone in to spray for bugs. No one ever showed up.
That night I slept at the hotel again. When I woke up I noticed even more bites on my scalp, legs, buttocks and waist. I immediately informed the front desk, but the lady said there was no way it could have happened there. She said I should go to the hospital and get treated. I insisted on changing rooms. 175 dollars later (E.R. visit), I have made up my mind that I did not pay all that money to be bitten by bugs so I am going to demand a refund for the entire stay plus the hospital bill. My sister works in an attorney's office so if they do not refund my money I will take legal action. I have plenty of video documentation as well as the hospital bill so I guess we'll see what happens.
HOUSTON, TEXAS -- We have stayed at the Residence Inn on Dallas St. in Houston, TX a few times. Our last experience was in January 2006. We had to leave for an early flight and went to bed around 10:00 pm. The folks in the next room to ours had friends that kept banging on their room constantly. My husband complained to management, but the noise did not stop. On the second complaint, the manager told my husband that security had been in the hallway but had not seen anyone banging on the room and they offered to send security again.
The second time security came up, they saw people in the hallway making noise and they told them that this was not allowed--it was either be quiet or leave. All noise stopped after this episode. The next morning, along with our bill was a note explaining that we were not charged for the last night due to "a noise problem".
This hotels staff had their children behind the desk. I could barely hear what they were saying over the children's crying. Then later that evening there was a cookout and the staff was drinking. Really? Is this a hotel or someone's house? Also I watched the driver leave from the party drinking to taking guests in the shuttle. I will never go back to this hole again.
Watch out for these guys, don't give them your credit card, just pay in cash the security deposit. Went there for a company trip that company paid for; they charged my card twice for the entire 2 week stay, plus 2 other mystery charges they know nothing about. I reported fraud on my card, still trying to recover funds.
GAITHERSBURG, MARYLAND -- I was attempting to reserve a block of rooms for a church function and I called the hotel sales rep. He lied and said that block of rooms must include 20 rooms or more and that he would call me back with rates. I called him for three weeks and never received a call back. Finally after speaking with a rep. at the Group Sales office, he called them back (with a 72-hour and the turn around time is supposed to be 24 hours). He gave them rates that were higher than the rates on the internet. Poor customer service and I would not refer anyone to this hotel.