It started when we walked into the room, turned on the TV and it didn’t work. It had huge stripes of green across and the channel numbers appeared to be programmed wrong. We called the desk and they said they would send someone. We waited about half an hour and had to leave to make an appointment. As we walked out the door we saw the maintenance person tutoring the front desk person on how to “fix these kinds of problems with the TV”.
When we returned 3 hours later the TV still wasn’t working. We called the desk again and there had been a shift change and both the maintenance person and the desk person on duty had left and no one knew anything about our problem. SO the new desk clerk got the assistant maintenance person to check out our TV and he too confirmed that the TV was totally hosed. We were tired and wanted to relax so I asked the maintenance person, could we just change rooms? It was Thanksgiving night and the hotel was empty so even though we had a lot of luggage we figured, no big deal, maybe we could make a close quick move. After much confusion (the front desk person was trying to call us on the bedroom phone and the ringer wasn’t working) the front desk person and the maintenance man finally connected on the radio and he went down to get us keys to another room. We waited for another half hour. They moved us to another floor on the other end of the building.
After repacking (we were staying three nights for a special occasion), loading everything on the cart, going back up the only elevator, dragging everything to the new room and unpacking again, we were finally in place for the night and ready to relax in our room, 5 hours into our special occasion vacation.
In the room they moved us to there was a problem in their TV setup. The TV in the bedroom is separated only by a thin wall from the TV in the living room so you can’t use the remote on both TVs because if you change the channel in the bedroom the channel changes in the living room, and vice versa. You can’t even change the volume without it affecting the TV in the other room. It’s funny but can be frustrating when there are two of you trying to watch different channels.
At this point we were still O.K. with the property overall. We were wary because of the confusion on the part of the staff for dealing with problems, but they were friendly and the location was as good as we had hoped and the room had a certain charm. The rooms are smaller than the pictures indicate but you have your own dishes, glass wine glasses, a cooktop, microwave, even popcorn for your enjoyment. We loved that. The room décor colors are very nice and the room is homey, not as cutting edge as their promotional pictures indicate, but cozy and … homey.
Unfortunately we found the bed to be uncomfortable. My husband and I kept tossing and turning and waking each other up, for three nights. We are used to sleeping in a king bed and this hotel only offers queens which I suspect was a big part of the problem. I was also disappointed in the balconies that I had seen in pictures of the hotel. We enjoy sharing a glass of wine on the balcony but the balcony windows in this hotel all say, “Only for emergency use”.
We had special plans for Friday and Saturday night. We were celebrating our 30th wedding anniversary so we wanted something special. This property is a Marriott Reward Level 5 which is supposed to be a superior hotel. However, I think the level in this case the rating is based on location. The property is very convenient to the ballpark, aquarium and all things downtown but there are no river views from this property, all views are blocked by the Courtyard next door. I now believe Marriott has awarded a Level 5 to this property based mostly on its location. Outside of location, the property and its amenities is somewhere between a Level 3 and a Level 4 compared to other similar Marriott properties.
Saturday morning we got up and there was no hot water. The front desk told us that they were driving to Nashville for a ‘part’ and hoped to have hot water by that evening. We had plans for the day so my husband washed his hair in cold water and I did a sink bath, both of us looking and feeling our very best. That night they still didn’t have the hot water up before our planned special dinner.
After dinner we wanted to enjoy the hot tub but it too was down. Hot tubs should be able to generate their own heat so I called the front desk to inquire. He told me that they have been having trouble for many weeks getting the hot tub to work.
The hot water came back on for a few hours late Saturday night. My husband was tired and chose to wait until Sunday morning. Big mistake. Sunday morning, after another restless night, no hot water. We drove home from our special vacation, exhausted, stinky and unshaven.
We called Marriott.com to complain and they promised that the manager would call us to discuss our complaint. He emailed us instead, a very indifferent email. He didn’t give us a chance to discuss with him the problems that we had besides the hot water; it was like he just brushed us off. He said he would send us a certificate for one night at Residence Inn but made us feel like we were being petty and that the management of this property doesn’t care about its guests.
We love Marriott properties and have stayed in them all over the world. This property isn’t THAT bad but it’s not really a Class 5 hotel.
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- Also Known As:
- Residence Inn Chattanooga Downtown Hotel Chattanooga
- Chattanooga Residence Inn