I am a loyal Marriott business traveler. I had work in Indianapolis so I booked at this location. I knew that I was coming in late-so when I made my reservation with Marriott I noted I would be late check in. When my plane landed about 11 pm, I had a message from the hotel-asking if I was still coming-seriously? I called back and said Yes I am-they asked if I was interested in staying somewhere else-I responded no. When I got to the hotel the desk clerk was extremely pleasant and noted that the hotel was oversold-sorry but not my issue. I was given a key to my room and headed up. When I opened the door to my room, I immediately saw a used towel by the door-eeks. I also quickly saw the imprint of what had been someone lying in the bed and the TV remote was on the bed. I backed out quickly. I called the front desk-they were not aware that anyone had been in the room. What was obvious is that AFTER the room had been cleaned-someone had used a key and taken a nap-watched TV and showered. The room was not recleaned and the desk and night supervisor swore up and down they knew nothing about it and it was not authorized! That means that random hotel people make and access guest rooms without their knowledge or they were lying to me-either way it is absolutely not safe for guests! They moved me to another room-all of this going on after 1 am in the morning. Shame on you Courtyard for this obvious lack of security. I don't know if it is your policy to allow employees to nap in rooms or what-but if you really don't even know who is access your guest rooms you are compromising securing and the overall cleanliness of rooms-disgraceful! I called the hotel multiple times over 4 days and did not get a call back from a manager until 1 week later and just a message "I understand you want to speak to a manager-you can call back at...." that was it-totally unacceptable for a Marriott property. I also called Marriott HQ and filed a compliant.
Not knowing who has access to rooms or allowing the room to be used AFTER IT IS CLEANED is not acceptable, comprises safety and is disgusting. There are many options for hotels in this area-I would NOT STAY HERE. Shame on you Courtyard for this practice and not even caring enough to return my call for days.
- Official Description (provided by the hotel):
- The Courtyard Indianapolis Downtown hotel is located in the heart of the Circle City and overlooks the beautiful White River State Park and historic Canal district. Connected to the Convention Center via skybridge with many major companies within a 2 min. taxi ride or 7 min. walk including Simon Malls, WellPoint, JP Morgan Chase, & Eli Lilly. Our downtown Indianapolis hotel is a TripAdvisor Certificate of Excellence Winner for our great location and outstanding service. Guests enjoy such perks as our upgraded free WiFi, self and valet parking options, room service and media library with boarding pass printing station. Families appreciate our guest rooms with pull-out sofas as well as our indoor pool and the IMAX Theater right across the street. A downtown Indianapolis hotel just 15 minutes from the airport, we're a great, easy option when in town next!m. ... more less
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- Also Known As:
- Courtyard Indianapolis Downtown Hotel Indianapolis