“Don't choose here if you want a good night's sleep”
May 16, 2013
travel195409, Nashville | Trip type: Business
I am a lifetime Platinum member so I stay in a lot of Marriott hotels.
When I checked in here and went to my room, I called down to express...
more »
I am a lifetime Platinum member so I stay in a lot of Marriott hotels.
When I checked in here and went to my room, I called down to express my concern that the room was right next to the housekeeping room and I was concerned about the noise. I was assured that they are not in there and there would be no problem.
For the first two nights, it was fine. Tonight, it sounds like someone is moving furniture next door to me. I called, I think five times, and was told that it would stop-- that the people using what was a "service elevator" would be gone soon. Several calls and 90 minutes later the sound continued and nobody called me back, so I finally got dressed and walked downstairs.
The front desk manager said he could go up there and listen, but as I pointed out, he is welcome to do so, but I need the sound stopped, not confirmed.
He then wanted to look up the timing of my first call when I checked in. It seemed important to him to confirm that I called about the sound when I arrived. (I hope he found it because he stopped talking to me and just searched and searched.)
He said they had no other rooms and he could not guarantee the noise would stop.
His focus seemed to be on searching for a record of my past calls and making down my current complaint... and he typed a lot. ;-)
I don't yell or swear, but I expressed my deep disappointment. Actually, I am disappointed enough to take the time to write this review, and I just about never do that.
Hotels know where the noisy rooms are. Everyone knows that. And, they don't generally put us frequent "stayers" in those room (not that they should put anyone in there). But, when you call and ask, let's at least be honest.
And it is midnight as I write this... and there is the rumbling sound again.
Management response from Bobby Bellinger, General Manager
Dear travel195409 –
I really wish I had been able to speak to you before you left, however, the information was passed on to me after your departure. First, I’d like to apologize that you experienced the issue that you did last night. The last thing we want for any guest, especially a Platinum, is for them to have a sleepless night.
I personally went to your room and sat in the room for nearly 45 minutes hoping to hear what it was that was making the noise you heard. I was unable to hear any noise other than the sound of the exhaust fan in your guest room.
After seeing your review on Trip Advisor I also realized that this issue may have happened at the beginning of your stay. I had our engineering team working on another issue today and when I mentioned your situation things clicked. The noise you heard was the hot water booster pump above your room malfunctioning. Earlier in the week we had a few guests complain about water temperature fluctuations… when the investigated further today they found the booster pump had come apart and there were metal pieces rattling and making very loud noise. We have replaced this part and the sound you heard has been repaired.
I truly am sorry that you had this experience and hope that you’ll give us another shot next time you’re in the area.
« hide
“I Guess Your Experience Depends On Your Room”
May 11, 2013
TravellinMofo, Raleigh, North Carolina | Trip type: Couples
I only stayed here one night. First, the positives:
--room very clean
--free parking
--nice front desk staff
--large lobby area for sitting, etc.
--large rooms
--wi-fi worked well
Now,...
more »
I only stayed here one night. First, the positives: --room very clean --free parking --nice front desk staff --large lobby area for sitting, etc. --large rooms --wi-fi worked well
Now, the bad: --not a ton of parking, and there were 2 air force trucks with trailers taking up most of the parking during my stay --super thin walls - could hear the ppl next door talking loudly at 2am --ice machine across the hall...dropped ice all night long --bed hard as a rock --housekeeping door directly across from my room and they started making lots of noise at an ungodly hour --the AC was finicky - wouldn't always come on when it needed to and the room get really stuffy when it is off...then there is the terrible smell that comes from it when it is on
I was in room 316 - avoid this room to avoid all the noise issues in my review. I had asked to be away from the elevator, but that clearly did not work out so well for me. That being said, I suggest you try the same because you do NOT want to be near it, the ice machine or the housekeeping door.
You should also know that there is zero free coffee in the lobby, the coffee/bar/food area apparently closes before 11 pm. They do have a little snack pantry area where you can buy some packaged food stuffs, but that is it.
The hotel is close to an area where there is some restaurants, movie theater, Whole Foods, but not really close enough to walk.
Overall, the hotel was nice and would have gotten an excellent rating if it could have done it's one basic job - provide a place for me to get some sleep. The sleep I was able to get was minimal. So, you might luck out on your room or you might get as little sleep as I did. « less
Read management response to this review.
Management response from Bobby Bellinger, General Manager
Thank you so much for your valuable feedback. In reviewing your comments we definitely have some areas we need to improve upon and will be using your review as training for our team. We strive to make every guest’s stay the best it can be, and we obviously failed at our number one job… helping you rest.
Just a few notes for yours (and future travelers) reference:
1. Parking at our hotel is beside, behind and under. We also have access to additional parking just across from our front entrance. If you ever find yourself searching please just stop by the front desk and they will be happy to assist! 2. Please let us know if a guest in a neighboring room is making too much noise so we can address the issue. We have staff on hand 24 hours a day that can assist with this. 3. Our housekeeping team begins at 8am Monday – Friday and at 9am on Saturday & Sunday. We will use this review to continue our training efforts on minimizing the noise in the morning when they begin their work. 4. Our engineers are on the HVAC issue! Thank you for letting us know. Our HVAC units are cleaned annually and more often when needed. We will be taking this unit apart to ensure there are no other issues going on. 5. Our Bistro is open Monday – Friday from 6am – 9:30am and Saturday and Sunday from 7am – 10:30am for breakfast. We are open every day from 5pm – 10pm for dinner and bar. While we do not have complimentary coffee available in our lobby we do provide you with complimentary coffee in your guest room. If you run out, we will be happy to refill it for you! Also we brew Starbucks coffee from 5am until 11pm daily. It is available for purchase in our Bistro or at our Front Desk. For the off hours when the Bistro is closed, we have the Market located adjacent to the front desk where we sell beverages, snacks, fresh sandwiches, salads, fruit cups and more. 6. Our hotel is located .4 miles from the Hoffman Center which houses several great restaurants & a movie theater. Also, just across the street is the Eisenhower Metro station. This is a very close walk and there are sidewalks and cross walks the entire way. We also offer our hotel shuttle from 6am – 10:45pm to and from these areas.
Again, thank you so much for your great feedback! We will work very hard to fix the issues you encountered!
« hide
“3 Rooms in One Night”
May 2, 2013
Kibamf, Babylon, New York | Trip type: Couples
The hotel staff is great, very friendly. But that's the only good thing about this place. My first trip to my room, the key cards weren't working. After getting settled...
more »
The hotel staff is great, very friendly. But that's the only good thing about this place. My first trip to my room, the key cards weren't working. After getting settled into the room and going to take a shower, I noticed a large puddle of water behind the toilet bowl, there was a leak. I told the front desk and they offered to change rooms. On my way to the second room, the key card didn't work again. After another trip to the front desk, I opened the door and immediately noticed the room was half the size. Then as I went to load my drinks into the fridge, I realized there wasn't one (yet there was one in my previous room). So when I got settled into the third room, everything was good for that night. When I was leaving the next day at about 8:00 AM, I noticed the cleaning ladies in the hallway. After walking around all day in DC, I returned to the hotel at about 4:30 PM to take a breather and relax before going back out. As I'm walking down the hallway, I see the maids still in my room. My mood then drastically changed. It was about 80 degrees out all day and I had to have walked about 5 miles and was dying to lay in bed. I got to the door and the woman told me she'd be done in 15 minutes. I then had to walk back downstairs to the lobby and wait for them to be done. I still don't understand how it could've taken them that long when I left in the morning and they were directly across the hall. Definitely wasn't happy and never going back again. « less
Read management response to this review.
Management response from Bobby Bellinger, General Manager
Dear Kibamf –
First, thank you so much for your candid and honest feedback. I will be using your review as a valuable training piece for our entire team so that we can better improve upon future guests’ stays.
I’d like to apologize about the issue with your key cards. This sounds to me as if it is a training issue more so than a mechanical issue and we will be addressing this right away with all of our desk team members.
As for your guest room I can only speculate because I do not know exactly what rooms you were in. However, we do have a few types of rooms. Our rooms with 2 double beds are going to be larger than our rooms with king beds. Guest rooms with balconies are going to be a bit shorter than other rooms as the balcony space does take up part of the guest room. Lastly, all of our guest rooms do not have refrigerators. We do have several rooms with them and we encourage our guests to request one if they need one and we will do everything in our power to provide one at the time of check in.
Finally, our housekeeping team cleans rooms for 8 hours a day. They arrive to work at 8am and depart around 4:30pm and clean 16 guest rooms each day. Some rooms are first and others are last but we try and clean the rooms that are staying over as early as possible. The housekeeper that was in front of your room that morning at 8am may not have been the one assigned to your room as some clean split floors. Our housekeepers do try and keep an eye out for guests who depart early so that we can clean those rooms first, but they do not always know. We suggest that any guest that would like their room cleaned at a specific time, either early, late or a designated time to please give us a call and let us k now. Our team is very happy to accommodate! The last thing we want is for you to come back at the end of a great day of sight-seeing and have to wait!
I truly hope that we are able to have you stay with us again and I hope that your feedback and my response will help other travelers in the future enjoy their stay!
« hide
“Do NOT stay in room 812”
May 1, 2013
dianeandlarry, atlanta, Ga | Trip type: Couples
Although the room had a nice city view...
1. The vent in the bathroom *roared* loudly 24 hrs a day. We had to keep the bathroom door
closed all the...
more »
Although the room had a nice city view... 1. The vent in the bathroom *roared* loudly 24 hrs a day. We had to keep the bathroom door closed all the time, very inconvenient. 2. the ice machine directly across from us roared most of the evening
I was told... 1. all the rooms with 12 vent upwards, so it is loudest at the top, and 8 was the highest floor. 2. that is the way the ice machine is - no attempts to do anything
I wish I had been told this at check-in, so I could have asked for another room, as my husband does not like to change rooms once we are settled. « less
Read management response to this review.
Management response from Bobby Bellinger, General Manager
Dear Diane & Larry –
Thank you for taking the time to provide the very valuable feedback that you did. I can assure you that the information you have provided will be used to diagnose and come up with a solution to the noise issues that you reported.
It is true that the vents do vent up and through the room on the 8th floor. However, there is no reason that the vent noise should be so loud that it is bothersome. Our engineering team will be looking into this immediately to ensure there is not a mechanical issue with the vent fan.
As for the ice machine, we are looking at solutions to reduce the noise. Ice machines such as the ones we have operate on a use basis. If there is room for ice to be made, then it will make ice. We have tried timers in the past and they have not been successful, however, we are looking into other technology that may assist in minimizing the noise in the evening hours.
Thank you again for your feedback and we hope to see you again some day soon!
« hide
“Good Value for a budget vacation”
Apr 30, 2013
hooliganmom | Trip type: Couples
We were in the DC area to see the sights and catch a baseball game. I looked for a property that was under $100 a night, had free parking and...
more »
We were in the DC area to see the sights and catch a baseball game. I looked for a property that was under $100 a night, had free parking and was close to a Metro train stop. This property fit the bill, and we didn't even have to walk to the Metro thanks to the shuttle. The hotel decor seemed updated, with a large information monitor and a coffee station in the lobby. Our room was fresh, and I appreciated the comfortable, but very washable bedding. The hotel was truly smoke free...no lingering scents or staleness. I ate once in the restaurant, and it was good, but the level of staffing was inadequate to handle the weekend breakfast rush. If you are looking to eat nearby, there are several restaurants to choose from in walking distance, plus a theater with IMAX. I wouldn't hesitate to stay here again, especially because it was so clean and comfortable. « less
Read management response to this review.
Management response from Bobby Bellinger, General Manager
Dear Hooliganmom –
We are so happy you had a great trip to the DC area! It looks like you stayed right in the height of Spring Break season which was a beautiful albeit chilly time in the area. I wanted to let you know that I have made a note about the Bistro staffing…. I can assure you that I am aware of the staffing challenges we had as I was most likely the one who took your order at the counter!
This was my first spring break season in the area and I have NEVER seen a Bistro jam so much. We will be much more prepared for future family travel seasons because of your feedback and our experience this past spring break!
Thanks so much for staying with us! Come back and see us next year!
« hide
These reviews are the subjective opinions of individual travelers and not of TripAdvisor LLC nor of its partners.
Details
Policies / Expenses
Testimonials: Why use Hotel Planner?
"Great website, easy to use, wonderful follow-up (thanks Ryan!) All around a great experience for me and a huge help as this is the first time I have been involved in planning an event like this!" S.K. - Tacoma, WA
"I like the service. It makes life much easier for the appointed meeting planner." B.M. - Miami Beach, FL
Based on 152 traveler reviews 
Value
“Don't choose here if you want a good night's sleep”
“I Guess Your Experience Depends On Your Room”