Residence Inn Toledo West

Subject: Disappointing Experience with Assistant General Manager Kelly at Marriott Hotel I recently had an unfortunate experience at a Marriott hotel, specifically with the Assistant General Manager, Kelly, that has left a sour taste in my mouth regarding the brand as a whole. My party and I made an online reservation for the night of September 23rd, only to be informed upon arrival that our reservation was mistakenly logged for the previous day. Although we asserted that the error wasn't on our part and could have been a system glitch, Kelly insisted that we would still need to pay for the prior night that we did not book or utilize. Faced with this dilemma and already present in the city, we felt compelled to go ahead and pay for an additional night on September 23rd. My intention was to address this issue with the front desk the next morning, hoping for a resolution. However, Kelly maintained her stance that the duplicate charge would not be reversed. What was even more concerning than the financial setback was Kelly's attitude during our interactions. She was not only unaccommodating but also displayed rudeness and condescension. Astonishingly, she even smirked while stating that we would not be refunded. It's disheartening to witness such a lack of customer service proficiency, particularly from someone in a leadership position at a renowned hotel chain like Marriott. This experience has not only influenced my decision but also that of my business; neither will be utilizing Marriott's services in the future. We will be actively seeking a resolution through our credit card company and are considering other channels to voice our concerns. It is crucial for Marriott to understand that while the issue of double payment is significant, the larger concern here is the grievous lack of professionalism and courtesy shown by a senior staff member. For a brand that prides itself on hospitality, this incident has been a stark contrast to the standards one would expect.

As a former consultant I have stayed hundreds of nights at Marriott brand hotels and a variety of different products (Fairfield, Residence, M, Courtyard, etc.) so I like to believe I have a great deal of experience with Marriotts. We stayed here about a month and a half ago and it was okay, but I cannot believe this is the same hotel I stayed at 6-7 weeks ago. This time the experience is was not good, but as we were in town for a family funeral we did not have the time or energy to try to find a new place. Both elevators smell like urine. They have smelled since Saturday, I know we reported this to the front desk Monday. On Wednesday they were trying to use a residential rug doctor to clean the carpets (the kind you rent from the grocery store). I know that if you have urine or other bio spills that you need to clean it using commercial extraction for bio messes When we stopped in the lobby and asked the managers whether they were going to clean the other elevator the man seated said “no” while the woman at least explained that they couldn’t do both at a time: Additionally; the first room we had, 521, smelled like rotten eggs. We left and came back and it was so offensive we started to gag. Here is my concern: if housekeeping isn’t catching this, it’s a real problem. It draws into question how clean the rest of the hotel is and the job they’re doing. The conveniences of a kitchen is nice, but the cleanliness really concerns me. I would have hoped that they would have had a professional cleaning company out to clean the elevators ASAP.

I am aware of the earlier negative reviews, which almost made me skip this hotel, but it was the best option for us and I'm glad I chose it! It was sparkly clean and seemed like a brand new hotel. Maybe it was remodeled or something over COVID but everything about it was pristine. Super-nice breakfast, spacious rooms, quiet, very clean rooms and public spaces. But best of all was the front desk staff, particularly Silk Foster, who were so super-nice, friendly and welcoming. Would definitely stay in this hotel again if I were in the area. It may be our new base of operations in Toledo.

They are not good to follow up for mischarges in my card .Called twice but no solution. They also closed the pool. Room is clean and big. Shower drainage is not good. Its not a big deal but needs to be unclogged. Breakfast is average.

Due to a power outage at my nearby home, I walked in and booked a room. AAA discount saved me $9. Hotel is fairly new and I loved the outside patio, with cafe lights, grill, basketball court, and gas fire pit. It was nice to sit out there and have a glass of wine that we purchased from their little store. Studio room was modern and spacious. I loved how the tv pivots, so you can watch from the sofa or the bed. Even though we were on the freeway side, it wasn't too loud. Breakfast was better than you get at most hotels, with pre-made omelettes and breakfast sandwiches. Don't stay here if you don't like dogs, as half the guests seemed to have them. My only complaints were that one elevator was out of order and the pool is still closed "due to covid".