Courtyard by Marriott
Alexandria Old Town/Southwest
2700 Eisenhower Avenue
Alexandria, VA 22314
GM Bobby [--]
703.329.2323 Ext. 6601
Stay- 7th and 8th
On 10/8/2013 ‘Someone’ entered our room while we were out. Upon return a bloody Kotex was noticed lying on the sink counter of the bathroom next to my toothbrush and ALL of my wife’s make-up.
My wife summoned two housekeeping associates from the hall and showed them the bloody Kotex and was met with accusatory stares of disgust. One then removed and flushed the bloody Kotex.
My wife called the front desk and explained the situation. The front desk attendant said she would have the manager call us.
Ten minutes later the housekeeping supervisor knocked on the door and asked my wife to show her the bloody Kotex. She explained the associate flushed it. “Sorry for the inconvenience.”
Thirty minutes later my wife and I went to the front desk to speak with the manager. The attendant explained that the manager was in a meeting regarding this situation. We would have to wait.
Monica? Half-heartedly apologized and offered to” buy us dinner”. No. “Cocktails”, no. Breakfast? What else could we do? I was disgusted and we went to the room. NO-ONE had offered to clean! I asked!
As we were leaving I asked to speak to the manager again. I explained we were not satisfied and I would like to take up the matter with someone else. She gave us a card, Bobby [--]. I could not reach him.
I called customer care. The person I spoke with wanted my Marriott Rewards number. I asked if it was needed to file a complaint. I asked to speak to a supervisor.
The customer-care supervisor noted my complaint and said she would notify the Hotel’s General Manager. She took my contact information so the manager could call me. (My cell phone)He did not.
On 10/9/2013 At 3:29 A.M. I awoke and went to the bathroom. A piece of paper was on the floor. This was a notification that $1.60 was charged to our card. (My attempts to call Mr. [--])
Around 8:45 we went to have the Breakfast the night manager had offered us. A menu was offered with our Limited options. I had a brown banana and my wife had a bowl of cereal.
We went to the front desk and asked for Mr. [--], who ‘talked’ to us in lobby. He took a phone call during our conversation. Mr. [--] said he was willing to comp. one night’s stay. We would not have stayed two nights had we had other options.
My wife asked for the entire amount. Mr. [--] declined. I asked if he wanted his name attached to this incident. He replied, “I’m comfortable with that.”
We have travelled extensively all over the world, including developing nations. Never have we been more disgusted nor have we been treated so badly. We were assured that housekeeping staff did not use the rooms' bathrooms, but we have seen irrefutable evidence to the contrary.
Not only will we not stay at this Marriott again, we will certainly explore every available option before choosing to stay at any Marriott property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Curl1 –
Report response as inappropriate
Thank you again for your comments to our staff and here on Trip Advisor. As we said previously, all feedback is welcomed and helpful. We are very serious about enhancing each guest’s stay and resolving any issues. We are truly sorry that your experience did not meet your expectations.
When these claims were brought to our attention, we immediately investigated. As a prudent measure, we will always question any guest and associate involved so that we may learn more about the facts and move towards a satisfactory resolution. Due to our numerous conversations about the concerns that were brought to our attention, we offered fair compensation despite our inability to verify your claims through our investigation. We are truly sorry that this did not meet your expectations.
We hope that we have an opportunity to serve you again in the future so that you will have an exceptional experience as noted by several other Trip Advisor reviews.
Thank you again for your feedback.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.