TownePlace Suites by Marriott Ann Arbor — Hotel in Ann Arbor

Great extended stay hotel with a pool, offering adult & child swimming lessons thru British Swimming School, a good size pool, breakfast/dinner (depending on day of the week), small store, and staffed with kind, friendly people.

I have not personally stayed at this location (only same brand at another city), but I go to the pool often with my kids as we all receive swimming lessons there. The pool area is very neat, with two family/single stall bathrooms available, plus a shower on deck. My few interactions with the staff and assistant manager have been great - they have been super friendly and polite.

What really sets this hotel apart, in my opinion, is their commitment to customer service and accessibility. As you may know, all public pools, including hotel pools, must comply with ADA accessibility standards. There are no longer "grandfathered exceptions" allowed as we are over 30 years after ADA becoming law. However, many hotels violate ADA by not installing or not maintaining chair lifts in their pools (for people in wheelchairs). My family has found at least 95% of hotels we have been to do not have a working chair lift, as they never get maintenance and fixes. This hotel was no exception. However, when the swimming instructor told them that they had a family coming in who needed the pool lift, management rushed to order the necessary parts to fix it. Within a week and a half, they had not only fixed it but also tested it with the instructor to ensure it worked appropriately and safely.

This is the kind of business we should all want to support. This hotel actually cares about its customers, and goes out of its way to ensure special needs are met.

To Marriot: please take notice that this is how your hotel's should handle accessibility. ADA complaints shouldn't be needed to comply with federal law and ensure everyone is welcome regardless of physical ability. Please follow the example of this hotel!

Highly...

Where to start? We stayed 6 nights in Feb 2022. The staff at Townplace Suites Ann Arbor are the only thing better than the facility itself. We haven't experienced a staff this friendly this pre-COVID cruises. They go way beyond.

Reasons the staff are awesome: Each person was friendly and greeted us, asked about our stay (not intrusive) They are actually pet-friendly. They asked about our dog, and provided a welcome bag with dog goodies. Took the effort to get us a ground-floor suite convenient to the side entrance near pet area The room was spotless, front desk provided any items needed and arranged mid-stay room clean upon request Breakfast was awesome, and hot dishes changed daily (eggs/bacon etc. - not the nasty watery stuff). We never had to leave for breakfast. If something ran out the breakfast staff was standing behind you with a new tray. We got 8"+ snow over a few days, several members of staff took turns cleaning off guests' vehicle windows (what?!) We forgot an item when we left. I called that night and the front desk team (who actually care) immediately checked the room. The next morning our item was 2-day shipped to our home. Must I go on?

Pet Details: $150 fee per visit; no size/breed restrictions listed We love Towneplace Suites for 2+ night stays because they provide a combination most hotels don't - an affordable pet-friendly hotel with that still feels clean and well maintained. This location is the best we've seen. Pet area is large and convenient, people seemed to actually pick up after their pets here

The suites are clean and well-maintained. Stove but no oven in our studio suite. Smaller than some Townplace rooms, but tons of storage. 2 of us and a large dog worked remote in the room for 4 days. Plenty of restaurants/stores/etc. nearby

Interstate noise was definitely present, but not bothersome during the day/evening. White noise to us unless you're...

Horrible second time around. We stayed here once and it was great. Stayed a second time, went to go to bed, pulled the comforter back and the mattress was soaked in urine. Huge circle of wet pee on the bed...HUGE. Not only were the sheets not changed the bed was never checked! Sara moved us to a different room immediately, comped our stay and upgraded the room she moved us to. She also gave us a free night for a future stay. She was excellent in her customer service and didn't even give us time to be upset as she rectified everything and explained how embarrassing that was for the hotel. The upgraded room was nice but the freeway noise was unbearable. Our stay on the mall side was much more quiet. Then the next day, the front desk attendant did not check us out, when we checked out and they charged us for two nights stay, after we were informed that all charges were dropped FOR OUR ONE NIGHT STAY due to the urine on the mattress. So, the inept manager who gave the worst customer service EVER still has not reversed the charges and was not apologetic about the initial situation, nor the mistake of their staff members and then after a lengthy conversation involving Jamie (manager) constantly taking over me and interrupting, I got a "sorry" and a click. As if I were speaking to an unrully irritated 16 year old. Its a shame that management tarnished the spectacular customer service that was provided the night before. Jamie ruined all of Sara's efforts to provide top notch service. And that's a real shame. We have pursued contacting regional and corporate to resolve the issue and voice our extreme disappointment in this local branch. You take our chances with any hotel establishment, however, I suggest that you take your chance elsewhere. 4.75 stars is not always...