I have stayed at this hotel on many occasions as well as other Townplace Inns. This is the worst place I have stayed regarding customer service and I am a Marriott Platinum Elite member, which was the highest status for Marriott before the SPG merger. If I had not had a child and stopped traveling for a little last year, I would be the highest tier that they now offer.
Management is inept, staff doesn't provide basic hotel needs such as clean towels in the room (which I ask for my room to be changed over every other day or so), the one girl on the staff has called me "hun" on a number of occasions (which is rude considering she is younger and also not from Baltimore), the staff is always standing outside smoking whenever I come or go, and they ignore phone calls to the desk. On one occasion, I called the Marriott Platinum hotline after being unable to reach someone at the desk by phone and by walking to the front desk. No-one was in sight! The hotline wasn't able to reach the front desk either!
The final straw was when they tried to place me in a different non-Marriott hotel when the place was supposedly full. I stated I was Platinum and that I am guaranteed a room so long as I have a reservation. The staff and the manager did not care that I was Platinum, stated they had no record of my previous stays (even when I was there two weeks prior and the manager was the one who checked me in). She tried to say it was the way I booked the hotel, which I never had this problem with not having my rewards number on file in the past when checking in here and have always booked the same way. I pulled up my app to show her my previous stays at this exact hotel that she "had no record of." She was still unwilling to honour my reservation that I had for a over a month even after telling her all of this. The manager even downgrade my status by saying in a condescending tone that they have "many platinum premier members checking in." Which May have been true, but again I have high status as well and am still guaranteed to have my reservation honoured. The manager was acting like this was all my fault that their hotel was overbooked and that they didn't have my information in front of them!
What type of manager argues with a guest about their previous stays and status, then continues to argue with them even when all the evidence is in front of them? I am in awe that someone would continue to argue with a guest. Even if some technical glitch happened, which it may have, the manager should not have argued with me. She should have apologised and honoured my reservation upon realising the error. Plain and simple. I called Marriott to which not only did they agree with me, they made hotel honour my reservation, and opened a case on them. I can't believe that it took me calling Marriott to straighten this out.
I've complied many transgressions and I have addressed everything with Marriott, so they are aware of how they treat the guests. If it was not for Marriott correcting this situation I would have probably would start earning more status with Hilton Honours. However, I do like most Marriott properties and the rewards program. I will not let this terrible establishment ruin that for me. read more