TownePlace Suites New Philadelphia

We faced an unforeseen schedule change, and while I understand the policy about cancellations, I reached out to the hotel with the hope of an exception considering the circumstances. However, instead of empathetic assistance, what followed was a series of unprofessional and negligent actions by your front desk staff. During my first call to the hotel, the receptionist left me on hold indefinitely, without any explanation or follow-up. I waited for a staggering 25 minutes, wasting my time and patience. When I called back immediately, another receptionist finally picked up, promising to consult the manager and call me back. To my dismay, three hours passed with no response, forcing me to make another call. The second receptionist appeared unaware of the situation and provided no resolution, merely repeating the same promise to consult the manager and call back. This lack of communication and accountability on behalf of your staff led us to decide to proceed with the reservation despite the inconvenience and environmental impact of driving an extra 300 miles. It is disheartening to see Marriott, a company committed to sustainability, contributing to excess carbon emissions of approximately 270lbs in CO2. Upon arriving at the hotel, our experience did not improve. The receptionist showed no remorse or accountability for the previous mishaps and seemed untrained and inept to handle guest concerns. This individual's personal hygiene issues were not only unprofessional but also unsanitary, creating an extremely unappetizing atmosphere for guests. It is concerning that his issues went unnoticed or uncared for by hotel management. To add insult to injury, one of our reserved rooms was in an appalling condition with feces on the toilet seat, as evidenced in the attached photograph. This blatant disregard for basic hygiene standards is unacceptable and raises serious concerns about the cleanliness and overall quality of your establishment. Upon lodging a complaint and requesting a full refund, the senior management later called mentioning that the owner would be willing to refund one of the rooms’ charges and asked whether I was okay with it. The hotel completely missed the point that this was not about a negotiation but the property completely missing the mark on caring for their customers in the most basic way.

The hotels was so clean, the bed and pillows were wonderful. Alexis at the front desk was so sweet and helpful. Breakfast was very good, a big variety of items, Beverly was very attentive to what was needed on breakfast bar, she kept the breakfast area very neat and clean. Thank you for the great stay. M.Bridge