Was very disappointed with Marriott Suites. Posted 19-Aug-2014
First time I ever booked a hotel with a discount website (Expedia). That was my first mistake. Arriving at the hotel and going into the room it was not what I thought I had reserved. I went to the lobby where two other people where complaining about the same thing. The gentlemen just said "sorry, we're booked. You will need to take that up with Expedia". Really, that is your customer service. You would go outside and people were yelling out the window like it was a frat party. Then later that night looked for a extra blanket, which most places have in the closet. Didn't find one. The next day when checking out the lady asked if everything was OK and when I said no, she got this dumb look and asked if she could do anything to help me check out. I didn't need help, I'm out of Marriott and going back to Hilton. Never will book on one of these sites or stay at Marriott Suites again.
Comment from Hotel Management
26-Aug-2014 by Manager, Hotel Management
Dear Sherri: Thank you for sharing your experience at the Towneplace Suites Arundel Mills. We apologize for all the inconveniences that you experienced with the lack of customer service, the room not meeting your expectations, no blanket in your room and the other guests yelling out the windows. We certainly strive to take care of all of our guests and we did not meet your – or own expectations. I have addressed your concerns with my front desk team and I have provided them additional customer service training that focus on apologizing and quickly resolving a guest issue to their satisfaction. I have also addressed the lack of an additional blanket in your room with my Housekeeping Supervisors and all rooms now have blankets in them. Thank you again for your feedback.