My husband and I were in town to elope and stayed for one night. As an employee with Marriott, I'm given a special rate provided I have my paperwork. Sadly in our rush and excitement, I left it at home. Upon arrival, we only had an hour to shower and get ready so it was really frustrating when my employee system was down. The front desk agent, Troy, could see that I was logging in under my valid and current username, but the system was not pulling up what we needed to print out. After a dozen or so tries, we checked in under a regular rate with my husband's credit card. Troy was unhelpful and made a bad situation worse with his smirks and helpless comments. Even his directions to the room were useless as he sent us to a building across the street instead of simply telling us to go to the right.
Fast forward a few hours, we're married, we're elated and we came back to the hotel to get it all situated. Troy had gone home, I'm assuming for the day and no one was at the front desk. I could see two women sitting on the desk in the back and only came out when I asked. The woman, Danielle, was hopefully new because she didn't seem to know or understand anything. We again tried to print out my information and gave up when we realized the system must have been down. I asked her if my General manager could send proof of employment to the hotel from ours proving that I was still an employee and she said that was fine. I then gave her my debit card to pay for the room since the rate would have been lower. I later found out that she ran both his credit card and my debit for the rack rate and not my debit for the employee rate as she said she would which caused a hold to my account.
We left for dinner and came back to the room, and as a precaution, I called the front desk to see if everything went smoothly. She admitted that she received the fax from my GM but she was not allowed to use it as proof. After it was deemed alright earlier in the evening. After an hour on hold with my employee help desk, I was able to receive my paperwork and print it out in the lobby. Danielle seemed unsure of how to proceed but made a copy of my printed out card. The woman in the back, who I believed to be a manager or supervisor never came out to offer assistance of any kind throughout the whole ordeal.
The only silver lining to the front desk's utter lack of empathy and politeness was from the night audit person, Adrienne, Adrienne was a breath of fresh air and restored my faith in the training the staff receives. She was the only person we spoke to at the hotel that was genuinely nice and helpful and knew what they were doing.
Besides the service, the room was a nice size but smelled heavily of strong, old take out cuisine. The freezer even had a hole in it that was covered by a pile of ice-cube trays. It was emitting fumes and some kind of liquid so we opted not to use it and let the front desk be aware. Danielle offered to transfer us but we were already settled and didn't want to endure anymore time with her.
All in all, we had a great time because we got married and no amount of awful service will take that away. I really hope the staff was just in a bad mood or feeling under the weather because if this is the service they normally give...I feel bad for the long-term stay guests.
- Also Known As:
- Towneplace Suites Mt. Laurel Hotel
- Towneplace Suites Mt. Laurel Hotel Mount Laurel
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Priceline, Marriott, Travelocity, Booking.com, Orbitz, Tingo, TripOnline SA, Asiatravel.com Holdings, Hotels.com, Agoda, Venere and Fareportal so you can book your TownePlace Suites Mt. Laurel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.