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I've always been a fan of the Residence Inn until our "stay" here.
We planned a trip to Maryland for my mom's birthday and booked a one-bedroom weeks in advance. After checking in, we got to our room to find that it was a studio instead of a one-bedroom. We called the front desk, who said that another guest asked for an extended stay and that the hotel downgraded us to accommodate him. They had not contacted us in advance to inform us or even tell us when we were checking in--they just left us with this unpleasant surprise when we got to our room hoping we might not notice. We canceled our reservation and ended up having to leave at midnight for the 3 hour drive back home, on my mom's birthday no less.
We filled out the survey afterwards and still were not contacted by anyone. So disappointed by the treatment of what we always considered a respectable hotel.
This is a really nice place. We stay here every time we come to visit family. It's our home away from home. Always clean, staff is VERY friendly. We always stay in a studio, in bldg A. It's perfect for 2 people. Also we get the first floor. Breakfast is good, and a very relaxed atmosphere. This hotel is an easy and lovely walk to all of the shops and restaurants in the Washingtonian and Rio center. The staff is really committed to making your stay great.
For a So called Marriott property this was awful, beginning with our check-in. Desk clerk did not know what she was doing or had no idea what customer service is. Had used my Marriott points for our stay but she refused to check us in without our certificate even tho the email I received from Marriott stated it would be sent to hotel. After 40 minutes and making me use my cell to call Marriott Rewards and putting her on MY cell phone she still was reluctant but said ok will check you in until my managers comes in. In my Marriott profile we asked to be near an elevator.......really? We could not have been further from the elevator. We have been in and out of our car for 8 hours, this did not make our day. NEVER HEARD BACK FROM ANYONE DURING OUR STAY, not sorry about the mix up or hope your room is ok or anything. The property was out dated and not as clean as we expected. The breakfast bar had out of date yogurt which tells me their standards and customer service training are way below where they should be. What is so amazing I called Marriott when we retuned home and only received a email stating we would hear from the property soon. WOW! WILL NEVER USE THIS HOTEL AGAIN.....will stay down the street at a real Marriott where we have stayed many times.
I’ve stayed in Residence Inns all over the country and this place was a complete let down. I reserved online and used a couple of reward certificates for a 2 night stay. I checked in via the mobile app and received notification that my room key was ready. When I arrived at the hotel, not only was my key not ready, but the desk clerk kept asking me to give her the certificates for my stay or a credit card to pay for the room or she couldn’t check me in. After about 10 minutes, she finally called her manager and received instructions on how to check me in. I’m a Marriott Rewards member and my membership was never recognized during the check in process and I got a half-hearted apology about the “misunderstanding” about my reservation. The facility itself appeared clean, but outdated and the lighting was very dim and dark both in the hallways and the room. On the morning I checked out, I heard what I thought was a car alarm. As I was packing, before taking my shower, I realized that it was actually a fire alarm from on of the rooms. I quickly dressed and finished packing and left the room without showering as the alarm had been going off for at least 10 minutes and I had to assume it was real. When I got to the front desk, I informed the same desk clerk who had checked me in 2 days earlier about the alarm and the room number from which it was coming. She laughed and said they knew about it and “assumed” it was due to a low battery and that someone would get to it eventually. What kind of hotel management does not ensure smoke detector batteries are changed on a routine schedule to ensure they are never low? Also, how can you assume the reason for the alarm is a low battery without checking it out? Of course the manager was not available for me to speak to about this issue. I absolutely cannot recommend this property and will not be returning. If I need to stay in the area again, there are 2 other Marriott properties on either side of this one that I will check out next time.
I'm usually pretty easy on my reviews. Check my other reviews, lots of them and very little poor ratings. I didn't like this stay because of the customer service. The room was okay and reasonably priced for the area. I liked the location. We were staying in the hotel for a tournament weekend, which naturally everyone wants to go the lobby in order to hang out together. They turned off the light in the lobby and made us sit in the lobby in the dark, and told us we would have to "book the room" in order to turn the lights and TV on. The reason given was they had to get ready for breakfast. Totally ridiculous. Made a whole team with lots of young girls sit in the dark for no reason at all. It wasn't a private room, it was the lobby area. Never had that kind of problem before. Clerk was rude. I think the room was okay, however my experience in the "lobby" really left a sour taste in my mouth.