Residence Inn by Marriott Customer Service Issues

In October, I booked a room at Residence Inn Lexington KY (Airport/Keeneland) for April [redacted], but I had to cancel in November. Despite canceling, the hotel still charged my credit card. I called them, but they requested a cancellation number which I cannot find in my emails. I tried to speak to a manager without success. I need the charge reversed as I canceled the reservation. I just want fair treatment and for the issue to be resolved promptly.

I am a bookkeeper for a company, and one of our employees, C.Y., had a reservation booked using SPG points for 4/7/19-4/10/19. He canceled on 3/14/19 as required, yet we were still charged. The initial agent mentioned it was due to the cancellation policy, but we followed the guidelines. The cancellation number is [redacted]9, but subsequent agents claimed it doesn't exist. The latest agent promised to discuss reimbursement with the GM but never followed up. We are seeking a prompt resolution to this matter.

Hello, my name is Tony D. and I recently stayed at the Residence Inn on the oceanfront of Virginia Beach, VA on June 12th. We didn't have a hotel booked for the weekend, assuming there would be availability due to the pandemic. However, we had trouble finding a hotel room, especially with our dog. Eventually, we found a room at Residence Inn and checked in around 9:24pm. The front desk offered us a room for two adults, a twelve-year-old child, and a dog for approximately $[redacted]. We checked out the next day at 11:00am and stayed at the Double Tree the following night. Upon checking my online banking, I noticed a pending charge from Residence Inn for $[redacted], then later for $[redacted].06, which I found to be excessive for the short stay. I reached out to inquire about the charges and seek clarification. Thank you for any assistance in addressing these unexpected fees.

While my wife and I were at the front desk during our stay here since the 5th, we encountered a staff member who acted extremely rude and out of line. I politely requested a late check-out for Friday given our situation with apartment remodeling, and the staff member abruptly interrupted, stating that all late check-outs were already assigned for the next day. This unpleasant experience has left us unimpressed with the level of service at this hotel. As loyal Wyndham VIP guests, we had high expectations but were met with disrespect. Such behavior is unacceptable, and it has influenced our decision to not choose this hotel for future stays. The lack of professionalism and courtesy displayed by the staff member reflects poorly on the establishment as a whole.

I stayed at Residence Inn Kingston on August 8th. The condition of the room was disappointing as it had leftover food in the oven, and it hadn't been cleaned properly. My daughter called the front desk to address the issue, but they only removed the food and didn't clean the room despite our request. This lack of cleanliness is concerning, especially during the pandemic. The front desk didn't offer to switch our room or ensure proper cleaning. We were left with no choice but to stay as we had already paid for the room and had to be in the area overnight. I felt compelled to sanitize the room myself using lysol and other cleaners to safeguard against any potential exposure. The front desk's unhelpfulness was a letdown. This experience has left me questioning the standards of the Marriot brand.

My husband and I recently had an unpleasant experience during our stay at Residence Inn by Marriott on Saturday, October 14th. Our reservation was under Confirmation #[redacted]8 for Residence Inn Wilmington Landfall. On Saturday morning, a housekeeper unexpectedly entered our room without prior notice, causing an uncomfortable situation as my husband was not fully dressed. Subsequently, around noon, despite having a "Do Not Disturb" sign on our door, we were disturbed by another housekeeping visit. Considering the high cost of our two-night stay, we are requesting a refund for one night due to the inconvenience we faced. Unfortunately, we are disappointed by these incidents and have decided not to stay at this establishment in the future. Sincerely, Lisa & Alan D.