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“Front desk poor customer service”

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Courtyard Rocky Mount
Ranked #7 of 28 Hotels in Rocky Mount
Reviewed 1 April 2014

After a long day of driving I was looking forward to a swim, but arrived to find the pool heater was off. The front desk staff was so unconcerned that they refused to call anyone to discover how to turn on the pool heater. They front desk staff fabricated different reasons why the pool wasn't working and insisted there was no one that could be called to address the issue. Of course once the engineer arrived on Monday morning he was able to turn on the pool heater but it was too late as we left at 9.

Stayed: March 2014, travelled with family
Thank Katrina H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lauren M, Front Office Supervisor at Courtyard Rocky Mount, responded to this reviewResponded 3 April 2014

Dear Ms. Katrina H,

Thank you for taking the time to provide us with feedback about Our Courtyard. We value your opinions and we apologize that we did not meet your expectations. We strive to provide our guests with excellent customer service and we are truly sorry that we failed you. We have addressed the issue with our staff and working hard to make sure excellent customer service is given to our guests each and every day.

Again I would like to apologize on behalf of Our Courtyard!

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148 - 154 of 270 reviews

Reviewed 31 March 2014

The lobby has been modernized but the rooms from carpet to furniture to torn drape in one of the rooms needs updating to the same level of other Courtyards. Although the rooms were clean they felt dingy. The front desk attendant did her best to make things right regarding the cafe staff being less than eager to tend to customers as they were nearing the end of their shift. Marriott in general is our go to hotel, I think at time of booking we need to start asking when the last update to the rooms were made.

  • Stayed: March 2014
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Thank Gsateri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lauren M, Front Office Supervisor at Courtyard Rocky Mount, responded to this reviewResponded 2 April 2014

Dear Gsateri,

Thank you for taking the time to review our Courtyard. We truly value the opinions of our customers and we apologize that we did not meet your expectations. Providing our guests with the best possible hospitality and service has always been our mission. We have addressed the issue with Bistro employee in question. We want you to know that we truly enjoy sharing our passion for customer service with visitors and want you to walk out the door feeling excellent!

If you come back to our Courtyard, I would love to have the opportunity to speak with you directly, so please ask for me. We hope to see you again in the future and wish you the very best.

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Reviewed 25 March 2014

Back to what we always say - you get what you pay for... This property is just Ok. Elevator, hallways, wallpaper in halls, all seem very worn and rough around the edges. Employees are friendly but don't necessarily give you a high degree of confidence. Some basics:
-Equipment in fitness room old and worn
-No towels in the pool area
-Hot tub looked cloudy and dirty (I decided against using it as did the other guest that happened to go there at the same time)
-Room was simply average - not bad, not good. Bathroom counter top was dirty so I cleaned it myself
-Front desk workers were nice and friendly (but I always seemed to have to wait on them to come out to the desk from the back)
-Ample parking
-Low prices
-Good selection of restaurants nearby

And there you have it!

Room Tip: MAKE SURE you stay away from the end of the hotel where you go to the left from the lobby entrance...
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  • Stayed: March 2014, travelled on business
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Thank Netedge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lauren M, Front Office Supervisor at Courtyard Rocky Mount, responded to this reviewResponded 27 March 2014

Dear Netedge,

Thank you for taking the time to post your feedback about our Courtyard in Rocky Mount. I will let our Front Desk Associates know that did a great job! Also, I would like to apologize for the inconveniences you encountered while staying with us! I have spoken with our Maintenance and Housekeeping departments about the pool area, fitness center, and hallways - they are working to correct the issues you faced! Again, I would like to apologize on behalf of our Courtyard!!

Thank you for staying with us.

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Reviewed 21 March 2014

Stayed overnight on our drive home from Florida. Great location, helpful and well intentioned staff, but the hotel itself is tired and in need of a refresh. We chose this as our stopover so my boys could swim. We were disappointed to find the hot tub out of order and the indoor pool insufficiently heated. Bathrooms are adequate but again could use a refresh. Ok for overnight/pass-thru but wouldn't want to be stuck there on a week-long biz trip

  • Stayed: January 2014, travelled with family
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Thank LizWaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jamesmichaelwhite, Guest Relations Manager at Courtyard Rocky Mount, responded to this reviewResponded 23 March 2014

Dear LizWaz,
Thank you for taking the time to post your review. I apologize for our pool and spa being down during your visit. We now have both of them back up and working.
We are also now working on a time frame with Corp Marriott to schedule our next renovation.
Thank you for stay with us.

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Reviewed 19 March 2014

Recently, my wife and I stayed at this hotel. We had a spacious king size bed. The staff were very helpful and friendly. James at the desk recommended a great restaurant "Lou Reda's". Only a short drive from the hotel. They serve an excellent breakfast that is convenient and a reasonable price. I highly recommend this location.

Room Tip: We stayed on the ground level in the front. It was very quiet.
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  • Stayed: March 2014, travelled as a couple
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Thank Sailor-NHYC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jamesmichaelwhite, Guest Relations Manager at Courtyard Rocky Mount, responded to this reviewResponded 23 March 2014

Dear Sailor-NHYC,
Thank you for taking the time to post such a positive review. We truly appreciate the wonderful comments about our breakfast and about me.
We look forward to your many returns, thank you for choosing us.

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Reviewed 27 February 2014

We usually stay at Marriott hotels and stopped at this courtyard on our way to Williamsburgh Va driving from Atlanta. We have a very nice room with a king sized bed. The staff was very pleasant. Tyler at the desk gave us a great tip about a local restaurant (Lou Reda's) that we found to be an excellent choice that was not on our radar to visit. We would definitely stay here again.

  • Stayed: February 2014, travelled as a couple
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Thank kati518
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jamesmichaelwhite, Guest Relations Manager at Courtyard Rocky Mount, responded to this reviewResponded 3 March 2014

Hello Kati518,
Thank you for such a positive review, we appreciate the wonderful comments you made about us.
We are very lucky to have Tyler representing our hotel and I will make sure he knows you spoke highly of him.
Thank you for staying with us and we look forward to your many returns.

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Reviewed 22 February 2014

the huge flatscreen tv that angled any direction was great. We had a fridge and microwave to use. The beds were small (doubles), but the chair pulled out into a single bed. We had 2 adults and 2 kids, and it was more than enough room. The beds were comfortable, and the linens were clean. In the morning we went swimming in the pool and enjoyed the hot tub. We ate breakfast at the highway diner down the road, it was very filling!

  • Stayed: February 2014, travelled with family
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Thank TheSchu's
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jamesmichaelwhite, Guest Relations Manager at Courtyard Rocky Mount, responded to this reviewResponded 24 February 2014

Thank you for such an awesome review. It was our pleasure to have you and your family with us.
We are very pleased our hotel was suitable for your travel needs and you had a change to enjoy our pool and hot tub.

Thank YOU for stay with us and we look forward to your many returns.

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Additional Information about Courtyard Rocky Mount

Address: 250 Gateway Boulevard, Rocky Mount, NC 27804-6015
Region: United States > North Carolina > Rocky Mount
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #7 of 28 Hotels in Rocky Mount
Price Range: £66 - £166 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Courtyard Rocky Mount 3*
Number of rooms: 87
Official Description (provided by the hotel):
We have finished our renovations. Our new Bistro is open for breakfast and dinner. We also have a cocktail lounge for your relaxation. We also serve Starbucks coffee!! ... more   less 
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Also Known As:
Courtyard By Marriott Rocky Mount Hotel Rocky Mount
Rocky Mount Courtyard
Rocky Mount Marriott

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