We pre-paid our room (reserved through 800#) as it was nearing Gem Show time. We arrived after 6 hours on the road, with our 16-year old dog, and were given a paper to sign about having a pet (I disclosed the dog at time of arrival). At no time were we told of a $100 pet fee, until the bill appeared under the door on checkout day. I called the front desk and was told "it was in the document you signed" - my bad for not reading it. (Our dog did no damage, never barked either). I stewed a couple of days and then, after receiving a standard email inquiring about my stay, I called the manager. I did not expect him to remove the charge - I just wanted him to know that I minded not being verbally informed, but he removed it just the same.
Now, about the hotel: clean, quiet, convenient. Although it's right off of Broadway, it's set back so you don't get the road noise. Our room was kept fresh and clean, and the common areas are all very well taken care of. Nice amenities, indoor/outdoor fireplace, nice pool...
Will definitely stay here, or at the Courtyard next door. Both are by Marriott, so I know they'll take good care of me.
But a special shout out to the general manager of the Residence Inn, who really "gets" customer service!More