"My experience at this hotel was so unacceptable that I feel obligated to warn future guests.
I changed rooms four different times because each room I was assigned was filthy. One room was so disgusting that it had what appeared to be bodily fluids and hair all over the floor. Two other rooms had what looked like bodily fluids all over the top of the desk and chair. Another different room had smelled of strongly smoke and musk. Staff went with me to verify these things before they moved me to a different room. Instead of receiving an apology, I was repeatedly made to feel as though I was being unreasonable for expecting a clean room.
What makes this even more frustrating is that even the fifth and final room I stayed in was not properly maintained. When I arrived, there was string and debris scattered across the carpet, and a moth flying around near the window. Under normal circumstances, I would have reported these issues as well. However, after being repeatedly treated with hostility and made to feel like I was the problem every time I brought concerns to the attention of the front desk or management, I chose not to report them. I simply did not want to endure another uncomfortable interaction with staff who consistently made me feel unwelcome for raising legitimate concerns.
The housekeeping issues were not limited to my rooms. Throughout my stay, guests' dirty towels were routinely left sitting in the hallways at all hours of the day, not just around scheduled housekeeping times. Seeing piles of used towels outside guest rooms day after day created an unclean and poorly managed atmosphere that reflected the overall lack of attention to cleanliness throughout the property.
To make matters worse, one of the bartenders told me very rudely that I should not be upset because they do not have enough staff to clean all the rooms.
The front desk employee, Laura, was consistently hostile and dismissive both times I checked in and whenever I had questions. Rather than helping resolve the many issues I encountered, I was treated consistently with contempt.
The Manager, Maria, was equally hostile and dismissive when I raised my concerns. It took repeatedly reiterating the numerous issues I experienced—including being moved four times because of dirty rooms, internet outages, and ongoing key card problems—before she finally offered any compensation. She specifically stated that she would provide enough Marriott Bonvoy points for a two-night stay at another Marriott property. However, when the points were actually deposited into my account, they were only enough for a single night. Not only was I forced to repeatedly advocate for myself to receive any resolution, but the compensation ultimately did not match what was promised.
This begs the question, “Why is she and Laura working in hospitality?”
The hotel's internet was also completely unavailable for the first two days of my stay. This disrupted an important business meeting because I was forced to rely on my phone's hotspot, which was not capable of supporting video conferencing reliably.
Additionally, my room key repeatedly deactivated throughout my stay. On at least three separate days, I would return to my room only to discover that my key no longer worked. I was not storing it near my phone or anything else that could have caused interference. Each time, I had to take the elevator back down, walk to the front desk, and have it reactivated. Instead of apologizing for the inconvenience, staff continued to act as though I was somehow responsible for the issue.
Between the filthy rooms, repeated room changes, internet outages, constantly deactivating room keys, dirty towels left in hallways throughout the day, hostile treatment from both front desk staff and management, and compensation promises that were not honored, this was beyond unbelievable.
I cannot recommend this property and would strongly encourage Marriott Corp. to take a serious look at this franchise."
