4/10 Poor
Elena
Travelled with family
24 June 2025
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Disappointed and doubtful we will come again
We booked our stay on Hotels.com for 20-22 Jun. Having stayed in a TownePlace Suites many times before, we were looking forward to our stay. When we checked in on Friday, we were informed that our room (114) had a small water problem in the bathroom. Water was seeping up from the wood planks. We were told that all rooms were booked and that we would get another room on Saturday, as well as a 50% discount for our stay due to the inconvenience. The staff did what they could to control the water, wrapping towels around the base of the toilet and along the shower stall. However, that did not keep the water from being a problem; many towels got soaking wet. Furthermore, the shower doors would not stay closed when taking a shower. We had to stuff a hand towel between the door rollers to keep the doors from sliding open. Additionally, although the bed was comfortable, the pillows offered little-to-no support and were extremely uncomfortable; just going flat when you laid your head upon them. We woke up each day with sore necks and stiff backs. When we inquired about a replacement room on Saturday, we were informed that all rooms were booked. When we checked out on Sunday, we were told that since we booked through a “third party” we could not receive the discount that was promised to us by the manager. Instead, we were offered 20k points to our Marriott account. This is not proportional to a 50% discount. Not the experience we were hoping for from a Marriott affiliate.
Elena
Stayed 2 nights in Jun 2025