On our way to Florida, we stopped in late December to stay the night as Nashville is the midway point. We booked our reservations both ways months ago.
Last year, I wrote a fantastic review. We were really happy with our stay. We bring our dog with us, so we always look for a pet friendly hotel. We reserved a package that included the pet fee, dog toys, treats and a bowl for our puppy.
First, when we checked in, I was told the hotel no longer did this package and the person checking me in said she didn't get the memo the hotel was still doing this. I proceeded to show her my rate details on my phone. It was a little concerning to us, because we had left our dog food bowl at home...we had a water dish...and of course could use the bowl in the room, but we don't like to do that. The person helping us said she would bring a bowl, toys, etc. right up to us. It didn't happen. We waited for hours...and we made 3 calls before the bowl was brought up and we could feed our dog. It was frustrating...but nothing to call or write a complaint about. The night was tough for me...the room had clearly had cats in it previously and not cleaned thoroughly. In 12 hours, I ended up taking 6 Bendryl to stop by allergeis from bothering me. Again, it's part of staying at hotels that accept pets.
I thought this was the end of the issues, but then I got my bill that had a pet fee charge. I called the front desk in that we were trying to get an early start the next day for the remaining trip to Florida. The person I talked with was unhelpful and told me the fee still applied. I tried to reason with her and share with her the regular rate for our room was $179...and the package accounted for the pet fee. I offered to show her what was on the Marriott site...and she was unhelpful and said I could wait for her manager. I asked her to call the manager since I was checking out...and after a lot of pushing she did this.
The manager was apologetic for the issues we encountered...and assured me we would not encounter these issues if we stayed the following week. I was reluctant at this point because I already paid over $200 for this room...paid the highest price even though i was a Marriott Platinum member and was entitled to have a free upgrade of room...and rooms were available. I didn't need the hassles of paying a premium for an airport hotel when I could stay at a hotel at a fraction of the cost that accepted dogs. She assured me we would have a problem and as a good will gesture offered to give me some points for the inconveniene. I accepted her apology and decided to give the hotel anothe try since we had good experiences previously.
On a positive note, since I had been taking so many allergy pills, I left my wedding at the hotel and called. The manager retrieved the band and called me and told me she would hold it for me...this is why I'm giving the hotel 2 stars instead of 1.
We returned the following week, checked in and our room was much cleaner. The items for our dog weren't there...because the manager had not gone shopping yet. (I just assumed they would have had them there)...but it was not worth the hassle so I told her to forget about it. I did mention to her, however, the points she had promised had yet been credited to my account. She seemed surprised and said she would take care of it immediately and follow-up with me.
Two weeks after I was promised the points, they are not credited to my account. No follow-up as promised. And when I called yesterday to ask about it...and left a message, no return call. So, I was duped. I gave the hotel another chance and they failed. I didn't ask for the points...but I was asked to give them another chance. They failed. I'm very disappointed in the manager's (Chelsea's) ack of follow-through. Don't promise what you cannot deliver on. Regardless of whether I'm a Platiinum member or not, I expect the decency of keeping commitments.
- Official Description (provided by the hotel):
- TownePlace Suites by Marriott® is an extended-stay hotel where you can balance work and life as you like with the comfort, flexibility and affordability you require. Relax and feel at home with a fully equipped kitchen and high speed Internet access. ... more less
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