TownePlace Suites by Marriott Montgomery EastChase

Howard S6 months ago

I booked a stay at the Towneplace Suites Eastchase in Montgomery, AL, from 11/9/2023 to 12/16/2023. Here is everything my family (myself, wife, baby, and dog) experienced during our stay: ||1. Unclean/unsafe hotel room (e.g., dirty walls, filthy air filters in the AC, broken drawers that almost fell out once opened, stained couch, black/yellow stains on the wall by the fridge). They're supposed to clean rooms every other day but they weren’t. My wife had to take out the trash, change sheets, and ask for the vacuum to clean the room herself every few days.||2. At least a dozen cockroaches coming from underneath the kitchen sink. There was a new cockroach almost every day. They sent exterminators twice but the issue persisted. They offered to move us to a new room, but the new room was also dirty even after they assured us they would do a deep clean (e.g., food trash around the bed, carpet stains, dirty air filters, possible mold under kitchen sink, damp carpet). Although, I do have to give credit where credit is due; the temporary manager, Tyler, did impress us when he took it upon himself to clean the stained carpet with the carpet cleaner.||3. Awful customer service. When we notified front desk of the issues, they either made false promises that they will take care of the issues or they bluntly stated that they cannot do anything. We've had three employees refuse to call housekeeping or emergency maintenance to help us get rid of the cockroaches. Many employees also told me that they only work there twice a month so they don’t know anyone and they don’t have any phone numbers to call for assistance.||4. Housekeeping, with permission from the manager, entered our room when we had the Do Not Disturb sign on and woke up our baby during his nap. When my wife went to the front desk to speak to them regarding this incident, the manager insisted that my family leave the hotel because we made too many complaints. This hotel tried to retaliate against us for bringing up issues which the manager later that night agreed were all valid concerns.||Most of the staff are unprofessional and not motivated. My family has overheard many of the employees complaining about their jobs. I spent over 20 hours dealing with cockroaches, an unclean room, and unacceptable customer service. I spent time calling Marriott but the customer service phone line was also unhelpful saying that the responsibility to take care of guests lies with the hotel. We are completely unsatisfied with how Towneplace Suites and by extension, Marriott, handled everything, and we will not be staying at Marriott hotels in the future. Marriott did offer the following: 10,000 points, waived pet fee, and $10 off the nightly rate, but it does not come close to fairly compensating us for the time this hotel has taken away from my family nor does it make up for the emotional trauma it inflicted on my wife.||I do want to note that there were some employees who were helpful during our time there, but the only person who went above and beyond consistently was Miss Heather. She was amazing and we looked forward to interacting with her daily at breakfast. In addition, Ms. Monique (the sales manager) did try to advocate for my family to receive fair compensation but she was not able to get a resolution from her higher ups before we checked out of the hotel.||All in all, while this hotel is in a nicer area of Montgomery, the unmotivated staff and absence of hospitality has provided adequate evidence that Marriott does not care about its guests nor its staff.