I'm an occasional contributor to TripAdvisor. I'm a frequent consumer of the views shared by other contributors. I'm frequent customer of Marriott's properties also a Marriott Platinum Premier Rewards member. My wife and I just completed a one night stay at this Marriott property on the University of Maryland's campus. We went into this reservation with our eyes open, after reading many of the negative comments shared by other contributors. Frankly, I had my doubts about the reviews. I'll never make that mistake again.
In my opinion, this is a very challenged property. I'm afraid we shared virtually every concern shared by other reviewers. Black hair all over the bathroom floor. An unattractive, damp, strange smell greeted us as we entered the room. No available local transportation around campus or local businesses. Additional laundry bags were not available when needed at the front desk this morning (bags were available when we checked out). Both the restaurant and lounge were closed until 4pm on a Friday afternoon (fortunately, the lounge manager offered to open early after we had to make the request in an adjacent building - why did we have to initiate this request? Shouldn't the front desk clerk offer to do this when we inquired during the check in process?). I read about each of these issues in previous posts - they shouldn't have been a surprise, but they were. I guess I expected the existing issues to be addressed.
I'd like to share few additional shortcomings we experienced. First, I guess I've become accustomed to being greeted during check in by a clerk that goes out of his or her way to mention a customer's status (Silver/Gold/Platinum/Platinum Premier) and thank you normally follows. None of this happened during our check in yesterday. Secondly, the Concierge lounge at this property was not open during the weekend. That's not uncommon for Marriott properties. What was unexpected was absolutely no offer to make up for the inconvenience - typically free breakfast or some other accommodation I've received at EVERY Marriott I've visited across the United States. I guess I've been spoiled. When I asked about this issue, the check in clerk stated "the management of this property has decided not to offer any accommodation for the unavailable Concierge lounge". I then asked for the manager's business card. I was told a card was not available, but the clerk did write his name on an unused key card carrier for me (another first - no business card). Third, my wife visited an on-site Starbuck's store. It took 15 minutes to purchase two regular coffees. A line formed. The clerk at Starbucks could have cared less.
I do have one last overall comment. It seems to me this property is very concerned about maintaining their LEEDS designation - more concerned about "being green" than taking care of their customers.
This morning, while checking out, an employee - he may have been the manager, I don't know, he didn't introduce himself, did hear me say our stay had not been a pleasure. He said, "Talk to me", no introduction, not, "can I help", not, "I'm sorry", not, "help me understand and let me make it right". I wasn't pleased when approached in what I perceived (maybe incorrectly) as a disrespectful manner, and asked him to check with his front desk clerk and read TripAdvisor for my detailed explanation.
purchsae the executive room, not the cozy room
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.