Residence Inn Toledo West

I am very disappointed with the residence Inn Toledo West! I booked one night before a doctor's appointment that we had waited over a year to get, so sleep was VERY important. The room's AC was either running way to cold or way too hot. We would turn it down one degree and suddenly it was burning up, same when we tried to adjust due to the warm room. Additionally, the fridge motor made a loud sound throughout the night cycling on and off, keeping us up much of the night. I stopped by the front desk to speak to the manager in the morning and was told Kelly, the assistant general manager would not be in until 10-10:30. Since we had to leave for the doctor's appointment, I left my name and number ( and my husband's who is a Platinum Elite member in the Marriott Convoy program, who booked the room). It is now 5 days later and I am still waiting for someone to call. I had made a video of the fridge running to share with them and played it for the lady who was working the front desk. Obviously, she didn't pass the message to Kelly or Kelly doesn't care about their customers. The breakfast was also not up the standards I would expect from a Marriott. They had premade cheese omelets which were just awful and Jimmy Dean microwaved sandwiches which were chewy and awful. I do not recommend this hotel.

Subject: Disappointing Experience with Assistant General Manager Kelly at Marriott Hotel I recently had an unfortunate experience at a Marriott hotel, specifically with the Assistant General Manager, Kelly, that has left a sour taste in my mouth regarding the brand as a whole. My party and I made an online reservation for the night of September 23rd, only to be informed upon arrival that our reservation was mistakenly logged for the previous day. Although we asserted that the error wasn't on our part and could have been a system glitch, Kelly insisted that we would still need to pay for the prior night that we did not book or utilize. Faced with this dilemma and already present in the city, we felt compelled to go ahead and pay for an additional night on September 23rd. My intention was to address this issue with the front desk the next morning, hoping for a resolution. However, Kelly maintained her stance that the duplicate charge would not be reversed. What was even more concerning than the financial setback was Kelly's attitude during our interactions. She was not only unaccommodating but also displayed rudeness and condescension. Astonishingly, she even smirked while stating that we would not be refunded. It's disheartening to witness such a lack of customer service proficiency, particularly from someone in a leadership position at a renowned hotel chain like Marriott. This experience has not only influenced my decision but also that of my business; neither will be utilizing Marriott's services in the future. We will be actively seeking a resolution through our credit card company and are considering other channels to voice our concerns. It is crucial for Marriott to understand that while the issue of double payment is significant, the larger concern here is the grievous lack of professionalism and courtesy shown by a senior staff member. For a brand that prides itself on hospitality, this incident has been a stark contrast to the standards one would expect.

I am aware of the earlier negative reviews, which almost made me skip this hotel, but it was the best option for us and I'm glad I chose it! It was sparkly clean and seemed like a brand new hotel. Maybe it was remodeled or something over COVID but everything about it was pristine. Super-nice breakfast, spacious rooms, quiet, very clean rooms and public spaces. But best of all was the front desk staff, particularly Silk Foster, who were so super-nice, friendly and welcoming. Would definitely stay in this hotel again if I were in the area. It may be our new base of operations in Toledo.

They are not good to follow up for mischarges in my card .Called twice but no solution. They also closed the pool. Room is clean and big. Shower drainage is not good. Its not a big deal but needs to be unclogged. Breakfast is average.