We had a great room at the Springhill Suites while attending our son's UC orientation. On our last night, the hotel lost power and we had to relocate. The Springhill manager called this hotel on his cell phone and requested a room. A room was available and we requested it be held for 30 minutes or so while we drove over. We did not receive a confirmation number and it was our understanding that, if power was restored, we would not need to relocate.
We piled in the rental car, plugged Courtyard Airport (the only info we were given) into the GPS and drove south. When we arrived at the Courtyard, we learned there was more than one Courtyard near the airport. Since it was late, the hotel staff offered us a room, which we accepted, provided they were able to square things with the other Courtyard hotel. They called the Erlanger location and were advised it was taken care of ... so we checked in.
We were quite surprised to see a room charge from both Courtyards on our Visa. When we initially contacted them to resolve the billing error, we were advised they did nothing wrong and we needed to pay the bill for a room we did not use. Marriot customer service advised us to dispute the billing on our credit card, which we did (twice unsuccessfully). A BBB complaint has been filed and remains unresolved.
It's important to note this isn't about the money ... it's about being treated fairly and with respect. Based on our experience, we cannot recommend staying at this hotel.
- Official Description (provided by the hotel):
- **NEWLY UPGRADED! Beautiful and refreshing...new lobby and bistro added. Its a New Stay! For outstanding comfort and service look to the Courtyard by Marriott Cincinnati Airport- located just 2 miles from the Cincinnati/ Northern Kentucky Airport (CVG) and 10 miles from downtown Cincinnati. Our Erlanger hotel is within minutes of major corporations including Toyota, DHL, P&G and Kroger, as well as two conference/ banquet centers- the NKU METS Center and Receptions Banquet Facility. Perfect for the business or leisure traveler, our hotel offers rooms with either a king size bed with sleeper sofa or two double beds and spacious ergonomic work areas. All guests enjoy free wireless internet, relaxing in our indoor pool and breakfast/dinner is available at the Courtyard Bistro, we have Starbucks in the lobby for your convenience. Plan your next meeting in our 780 square foot conference room or executive boardroom- our on-site catering makes planning a breeze. Also perfect for families our central location and packages to area attractions including the Creation Museum and Newport Aquarium put you in the middle of the action. ... more less
- Reservation Options:
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- Also Known As:
- Courtyard By Marriott Cincinnati Airport Hotel Erlanger
- Courtyard Erlanger
- Erlanger Courtyard
- Erlanger Marriott