Courtyard by Marriott Toledo West

Nothing bad to say.

I expected a hotel operated by Marriott to be updated, clean, and cool (temperature). Instead, the carpet was dirty, the room was not entirely clean, and it took about three hours to cool down; the humidity was awful. The rooms are poorly ventilated, too, as we were offered another room that had the same issue. To top it off, the shower dripped all night, and I didn’t get a moment of sleep after driving five hours through storms to get there.
We were supposed to have a continental breakfast included. The first morning, a staff member kindly let us into breakfast a few minutes early, as we had to leave before it opened; however, the second morning, we were told the breakfast was reserved for a baseball team, so my kids did not get to eat breakfast there.
The staff was helpful and made sure our room was cleaned while we were out, and they did cover the cost of one night. I appreciate that; however, we will not be staying here again. There are better options in the area for comparable prices.

I would like to file a formal complaint regarding my experience during check-in at the Courtyard by Marriott Toledo West.

When I arrived, I informed the front desk receptionist that I had a reservation. She asked for my ID and then stated that I had two reservations. I explained that I had originally booked one reservation but later found a lower rate through Hopper, so I booked the cheaper reservation instead.

Her response was, “Actually, I shouldn’t even be giving you a room because you have two reservations.” I found this comment unnecessary and unprofessional, especially since I was simply trying to check in to my valid reservation.

She then informed me that because the address on my ID was within 25 miles of the hotel, I would be required to pay a $200 cash deposit in addition to the $303 room charge. I explained that I have stayed at Marriott properties before and have never been required to pay a cash deposit. I have always used the credit card on file for incidentals. I also explained that the address on my ID was an old address and was no longer current.

I mentioned that I had previously stayed at another Courtyard by Marriott location and had never been subjected to this requirement. Her response was that the other location was “a lower class hotel,” which I found to be extremely disrespectful, inappropriate, and unprofessional. No Marriott employee should refer to another Marriott property in that manner, especially in front of a guest.

Throughout the interaction, the receptionist’s attitude was rude, dismissive, and made me feel unwelcome. I understand that hotels have policies regarding deposits, and I have no issue with following legitimate policies. However, the way I was treated and spoken to was unacceptable.

I am requesting that this incident be reviewed, that the receptionist’s conduct be addressed, and that I receive an explanation.

I paid for room through Booking.com and used another card at hotel for incidentals that they said was $20 for just a hold. That card was charged for a nights stay that I already paid. So we were double charged. Now have to go through trying to get that back. Frustrating ! And Check in Hosts needs to smile and be friendlier. Hall carpets could use cleaning.

Bed had hair on it, an empty booze bottle was under the bed. We booked 4 guests and were supplied 2 towels. It was $150 a night and didn't include breakfast. I'm 6 foot 1 and my feet hung off the end of the bed.

There was a security event in the parking lot the night we were there. It appeared to be a safe area though.

The room was nice and comfortable. We were very disappointed in the breakfast options as were many others. The Starbucks girl could barely speak English and was clearly understaffed. When booking the room it said breakfast was included but that was not the case. We had to pay for everything on top of the expensive room. The mariott next door will definitely be our choice next time around.

Fantastic

I paid for Breakfast but got only $20 coupon for the entire family. Very disappointed.