TownePlace Suites by Marriott Aiken Whiskey Road — Hotel in Aiken County

Stayed 8 nights. Woke up 5am on Sunday to no electricity. Had zero answers and had to get clothed and ready in pitch dark and no amenities. Walked down stairs in pitch dark to talk to desk because no answer on phone. They had no idea what was going on. Workers at desk friendly but chaotic. Returned that evening and they moved us into one of a few rooms that had electricity. Lobby and all amenities without electricity still. Moved a days worth of stuff into new room. Still no hot water, no tv, no internet (a HUGE problem). We had light and air. No towels...asked for towels and they gave us unfolded towels. Finally to bed after COLD shower and woke up to no breakfast, no internet, no washer and dryer that we needed. No lights in hallways or lobby. HOT. and then the new room electricity went off for the day and we left til that evening. That evening, we went back and electricity restored. They had us move back into our original room. It was warm in room but we recovered by bed time but realized we had lost food in fridge. It took several days to talk to "General Manager" which was a waste of time. She was rude, she was defensive, never apologized and refused to even consider any compensation refund for the two days we were massively inconvenience. I have to add that every single person in the hotel we encountered other than the General Manager was very pleasant and were trying to hold it together while sweathing and working from a pencil and pad and flashlight. I paid my bill thinking that SURELY I would have better luck with Mariott Customer Service and/or Mariott Corporation, but turns out these hotels are franchised and will not overturn their General Manager decisions no matter how unreasonable they find them. And most everyone I talked to with Marriott found the General Manager's decision unreasonable. Everyone I talked to outside of Marriott found the decision to be theft because they did not provide us with the service we were charged for. I agree and had zero desire to speak with the General Manager again as her only reply was that they couldn't help what happened and tried to do their best. Well...the workers did work hard to figure out the chaos. They relocated an entire parking lot full of people to another hotel but we were not offered that choice. I did get 10,000 points from General Manager. Enought to buy about a half of a night at a hotel. You do the math and create your own acceptance of this situation. We were MASSIVELY affected by not having services two days and it took several days afterward to get their food service back and their towels folded -- we never got roomservice or new towels again. A huge company like Marriott should be ASHAMED and take an account of who and what they have representing their name regardless of the fact that it's a franchise. I have reached out to the Franchise owners, SYCAMORE Investment group...

The hotel was clean but I would not recommend solely based on my experience with front desk and issues I had. First of all, the front desk manager checked me in. She wasn’t friendly at all. She didn’t tell me about amenities, check out time, and she didn’t even tell me that there was going to be a hold on my card. It wasn’t until I asked my my total and why it’s more than expected that she told me. Aside from all of that, I was charged for two rooms & I only stayed in once, I booked 2 because their website has no pictures so I didn’t know which I wanted. I booked 11:15 pm the night before and according to Marriott rules, I needed to cancel by 11:59 pm so when I got there, I was told she couldn’t cancel it so I stood in front of her & cancelled the room I didn’t need. I still didn’t know what I was walking into because not only was there no pictures, but I wasn’t allowed to see the room. I have a newborn and 2 older kids abs I needed to get make sure the room was not only up to par for my infant but also big enough for my teenagers and I.

Anyways, I was charged at checkout in for the room I checked into. The other room was booked with a totally different card. But when I got my receipt that morning, I had been charged on the card I used at check in, for both rooms. Policy or not, it was unfair and misleading when I explained that the only reason I did it wa a because their website has no pictures & not only that, I booked at 11:15 that evening, now could I have cancelled by 11:59 pm? That morning I spoke with front desk manager who checked me in and she said she didn’t charge me. She only charged me for the one room and she and I discussed at check in and wasn’t sure how I was charged twice. I asked for a refund and she said she can but she needed to speak with her GM to make sure she should. She called him then gave me his number and told me to call him. All he kept saying was policy this, policy that. I am a supervisor at my job and yes we have policies but if there’s an issue with a customer, I can use my own judgement to decide if I can or want to make an exception for this person. They both sounded like robots, not humans. Showed no empathy or understandIng. I was told to call Marriott so I did and they told me they would refund me . Then Monday I get an email from hotel telling me they will not. I don’t get why tell me to call them if it was up to the hotel anyway? They just wanted to push me away on someone else. also no sheets...

Roaches, dirty room, poor plumbing and even worse customer service

Beware, do not book this hotel. Despite several poor reviews I booked this hotel with the mindset that everyone’s experience is individual and we could make the best of it. I have learned that I should take heed to reviews and avoid places like this at all costs.

Upon entry to my room I pulled back the sheet for one bed and found a stain. It was 3am and in exhaustion my family of 5 decided to huddle together and sleep on one bed. The next morning my son tinkled in the toilet and it overflowed. I viewed each as isolated incidents until my daughter screamed and came running to me. I looked behind her to find a cockroach crawling on the carpet.

I went down to speak with the general manager. The operations manager Ciara Murphy approached me and insisted that I could not speak to the general manager and she did not know when she would be available. I told her my experience was horrific to experience and I did not want to relive it. I explained my experience to her and with no empathy she told me there’s nothing that she could do and that I would have to speak to the general manager. This woman lacked professionalism, courtesy and customer service. I am shocked that she runs the front desk.

The general manager Owillinda Brooker called and after butchering my name asked how can she help me. I described my experience with the room and with Ciara to her. Also with no remorse she said I’m checking out of the room (because we previously planned to switch rooms). I asked if she can do anything about my experience and she said she would take twenty dollars off of my first night. I asked if she could do anything more and she said “what did you expect me to do”. I told her that the customer service of herself and staff is poor and the yelled that she “will not have me insulting her”. Her poor attitude is the reason her staff was so rude. She was nothing short of disrespectful and she refused to tell me her superior.

Please take my advice and find someplace else. This place is a thorough dump and the managers...