As part of our Christmas, our family decided to book a room at the Residence Inn on the plaza. We enjoy staying at Residence Inn hotels and have always had good experiences and enjoyed the stay. The lobby and main tower building are attractive buildings and appeared well kept. When I made the reservation online, I noticed we had an outside entrance. What I wasn't aware of, was that we would be in an adjacaent building that had been renovated from a previous apartment building. For starters, the key had to be scanned multiple times before the door opened. Once the door was open, a staircase led us up to two rooms. Our room was on the left and another tenant was to the right. We have an 18 month old so we packed her and all our luggage up those stairs.....no elevator. We had requested a crib (pack n play) and once we were inside a young man brought it to our room. My husband started putting the pack in play together and it was broke. We didn't request another because when checking in they weren't sure they even had any left but thought there might be "one". We had requested a crib when making our reservation but understand they are not guaranteed. Other issues with the room included a vent in the bathroom hanging down by 1 screw, doors on bedroom closet were not on tracks, a drawer in the desk was hanging and I think the only thing holding it up was the chair pushed underneath, the furniture was quite worn and as far as the mattress goes....well it was worn out.. My daughter was wearing new white socks and in no time at all they were no longer white from crawling around on the floor. Not long after we arrived to our room I tried calling guest services as well as the front desk....no one answered our calls. We went ahead and left the room to visit the plaza which is within walking distance. This was the best thing about the hotel. When we came back to our room, I called the front desk again and asked about room change. My husband did not want to change rooms but I did. I did not want to stay in this room. I didn't have to coax my husband in to moving as the young lady told us she did not have any rooms to move us to. Perhaps the icing on the cake was the next morning when my husband was washing up our daughters cups in the sink and it would not drain. We complained to management when checking out. He was apologetic and gave us a discount on the room. Unfortunately, the money isn't the issue. We as most families lead busy lives and had adjusted our schedules to get away for a couple of days as a family. The time you don't get back. We will NEVER stay here again. The manager asked about switching rooms and told us he didn't know why we weren't switched because there were other rooms available....which was not what we were told when we contacted front desk.

We checked into this hotel after immediately checking out of another hotel with similar rating...highly recommend this one! Very clean and we got a two bedroom suite with a full kitchen, living room, two bathrooms, and fireplace! This was great for a family! Staff was very pleasant and breakfast buffet was very good. Highly recommend!

On December 6, my husband and I stayed at this Residence Inn and we were very disappointed. We had stayed there a couple of years before and had a really nice room, so I was looking forward to visiting again. However, I was really disappointed. It seems Marriott bought some old apartment buildings in the surrounding neighborhood to convert to Residence Inn rooms. The building we were in had six "apartments" that had been converted to rooms. The first problem was when we walked in, there was a horrible odor, and the carpet was gross. Then, because our room was on the third floor, we had to carry our luggage up all the stairs to get there. (There were no ramps or elevators.) When we opened the door to our room, we flipped the light switch but nothing happened. It turns out you had to fumble your way around in the dark until you found a lamp to turn on because the light switches at the door and the bedroom don't seem to control anything.

We had trouble locating trash cans. There were two--one under the sink in the bathroom and one under the sink in the kitchen. Not a huge deal, but it seems like they are easier to find in other Marriotts we've stayed at before. Also, the bathroom was TINY. You practically had to step in the tub to close the door to the area where the shower and toilet were, and only one person at a time could get ready at the sink area. It was even difficult for two people to try to stand there. Oh--and there was mold or mildew or something on the caulk in the bathtub. Gross.

In the bedroom, one of the closet doors was off its track. Looked tacky and made it hard to use.

We are part of the Marriott rewards program, so we have stayed at quite a few Marriott properties around the world. This is only the second bad one we've had. The worst was a really dirty Fairfield Inn in Gainesville, Florida. Almost any other Marriott we've ever stayed in has been really, really nice. Rarely are either of us this disappointed. And the service at all Marriott properties (including this one) has always been outstanding. They have great employees. However, because of the condition of this property, we will think twice when we have the option of staying at this one again.

Probably would have given it a better rating if A: you didnt have to have your shower in by 8:30 a.m. in order to have hot water and B: the room would have been cleaner. Called about the water heater he said it would take about 15 minutes to recover. We opened the top drawer of the dresser and found a sanitary napkin in it. NOT the way we wanted to start are stay. Found a housekeeper in the hallway and he removed it for us. Breakfast was typical for a hotel hot breakfast. Location was perfect for Country Club Plaza shoping and parking was free. Granted it was a very busy weekend for the area. Did not utilize the pool area.