2.5 stars would be more accurate.
"Everthing Rises or Falls on Leadership" was the motto of my college president. This Courtyard is lacking leadership. Front office staff while very friendly and courteous, is basically not trained properly. I was staying at the hotel (yes, another soccer tournament) and was to have a comp room. When I called ahead of my arrival to confirm we had two beds, they had trouble finding my reservation. I gave them the confirmation # and right away was told "Oh, that is why we couldn't find it. It's a comp room. Would you like to put it in your name?" Figuring it would be easier to check in, I said yes. BIG MISTAKE! When the front desk clerk changed it to my name, she took it out of comp status. When I checked in, the FD Clerk had me sign a paper, no smoking and no pets. It was folded over. She did not show me the other side which typically has the room rate on it. She asked for my credit card and I said what for? For incidentals. Fine. I am used to that. Next day I go to work and ref my games. I get a text message from my bank that I am almost out of money. What??? I check with the front desk and am told the room is not comp,and I will get my money back from my company after the tournament. NO NO NO! That is NOT how it works. I asked to talk to a manager and was told I couldn't talk with one until Monday. They just kept insisting the room was not comp. RUINED my whole weekend. Then I checkout on Sunday and Sunday afternoon they hit me up again which I find out from my bank which texted me that I was now overdrawn. The front desk kept saying it was just a hold, but I still had no access to my money. Well, here it is a week later. One charge has been removed, the second is still there. Front Desk needs to be better trained and managers need to be available for situations like that.
That said, the hotel was decent. Not great, but certainly better than the last couple of hotels I was in. The Good: enough electrical outlets for all our modern day technology that needs to be charged up. Very clean rooms and common areas. Everything worked in the business center. The bad: Bed and pillows way to soft. No microwave. Poor Wi-Fi Reception. FD had to keep resetting. Front desk seems to love to point people in the direction of their rooms (think courtyard, desk at SE corner- " Your room will be that way on the west wing" failing to tell you the only elevator is in the NE corner. So everyone takes off towards their room looking for an elevator and walks 3/4 of the way around the hotel before finding it.) A better way would be to tell people that their room is on the west wing and the elevator is in the NE corner. We weren't the only ones. Most of the people complaining all had the same desk clerk we did.
One other bright spot was Jorge. He managed to stay calm and polite as i was getting increasing frustrated with the FD. and not having any available money to go out to eat,etc. Working the other half of the tournament this weekend. I hope we have a different hotel as I can't afford to spend the weekend with promises of you will get your money back. I am still waiting for my $300 from last weekend. And also Leslie who is trying to straighten out the mess.
- Official Description (provided by the hotel):
- Restaurant serves breakfast and dinner. Starbucks on site. ... more less
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- Also Known As:
- Courtyard Rockville Hotel Rockville
- Rockville Courtyard
- Rockville Marriott