Courtyard by Marriott Baton Rouge Downtown — Hotel in Baton Rouge

part 1 I really did not want to have to post this review but because Management has dropped the ball beyond return this is beyond unacceptable. My stay was horrific I was there for my bestie 60th birthday so upon arrival the issue with valet too much to type but for that location being downtown and no other parking options just a lot. So when I arrived I had a very short amount of time to go to my room put my stuff up and go start preparing to decorate for the party. When I got to my room and went to jump in the shower I grabbed a wash cloth and as soon as the water hit it there was so much hair exposed as if someone had just shaven. I pull the other towels none were acceptable so I could not bathe.

I now have to leave I stop at the front desk and let the person working know the issue with the towels I said I need my room CLEANED please and thank you before I get back change out the towels and the sheets. She said absolutely I reiterated when when I get back its going to be late so please make sure they clean the room. None the less I get back approximately 2:30 am I get to my room NO ONE had been in there to clean or bring me any towels. So I go downstairs and the young man who is working I say Please may I have towels I explained that all my towels were dirty and I asked them to clean the room and it was not done. He gave me ONE towel. I am so serious I told management to pull the video. I said Sir I need the amount of towels that you would put in the room to set it up for a guest. He said to me, well you need to talk to my manager because I got in trouble for giving out towels. I said this is unacceptable I politely moved him and got my own towels. The next morning I asked for a manager and someone who was I allegedly a supervisor or team lead said he could help. I go through it all again. He apologizes I said that is not acceptable. Clearly the People who work here are following the lead of management which is setting a tone of none apologetic as if they are providing living quarters for me at no cost and I should be happy that they are here. Long story short it took about a week for me to compile the email to the at that time December 2024 Title Task Force Specialist for Hospitality America Kathrina Franco replied to my lengthy email again apologizing for "below standard experience" she stated they "apologize for not meeting My expectations" now the last time I checked part of the Marriott promise includes this statement and I quote "they are conceived by local heroes for the purpose of creating original experiences " So my stay was December 14, 2024 I emailed Kathrina Franco on December 17, 2024 when I called the front desk and asked for the email for the GM this is whose info was provided. She replied on December 18, 2024 I will attach response. She promised me some points which I spent about 20-30k points for one nights stay she offered 10k I said thank you however we are missing the point this is a growing opportunity and I spent more than that for the stay. December 19th is last response no points ever posted to my account I am emailing every other week asking for a follow up and February 5th the now New person in charge because I called the hotel and asked has management changed and they said yes. It took a few days for him to respond to the same email I sent to here to give him footage along with responses and he responds on February 5, 2025 with and I quote

I apologize for the delay in getting back to you. Thank you for providing me with the history and I will look into resolving this issue.

We appreciate your brand loyalty and will work to make this right.

All the best, Gary Jupiter Area Manager" Then he ghosted me and finally responded February 27, 2025 and I...

I am deeply disappointed with the service and professionalism at this hotel, and I feel it is important to warn others about my experience. My family spent one night here, and from the beginning we noticed a lack of professionalism and poor customer service.

The most outrageous part of our stay was a charge of $1,500 on my credit card for two cups of coffee purchased at the bistro before checkout. The total should have been $11, and I left a $3 tip, yet somehow the final charge processed as $1,500. I do not know if this was a major mistake or something intentional, but it was shocking and unacceptable.

The problem was not just the error, but how Marriott handled it. I made 7 calls between the hotel and Marriott’s customer service line for Bonvoy members. Only two employees treated the situation with seriousness and kindness. All others were either dismissive, rude, uninterested, or tried to push the problem onto someone else.

The General Manager, Gary Jupiter, never contacted me despite having my information from the start. There was no explanation, no apology, and no leadership involvement. Instead, after five days of waiting and multiple calls, a manager from the hotel bistro finally reached out. He admitted he had known about the issue since day one but said he could not fix it himself. According to him, neither he, the night auditor, the General Manager, nor Marriott’s customer service could resolve it. He told me the billing department might issue a refund “in a few days.”

After waiting further, I finally received a refund eight days later with no apology and no explanation from anyone at the hotel or at Marriott corporate. This was extremely stressful and could easily have ruined our trip. Imagine if we had only one credit card while traveling and suddenly had $1,500 unavailable.

What is most concerning is that such an obvious error was not caught immediately, and no one at the hotel or corporate level showed urgency or accountability in correcting it. In the end, I was left to do all of the follow-up myself, and Marriott never once communicated with me beyond those scattered calls.

This experience has left me with the impression that if Marriott makes a serious mistake with your billing, you cannot expect prompt action, accountability, or even basic human courtesy. No guest should go through what my family...

Courtyard: Baton Rouge Downtown by Marriott Manager/s and Staff;

Locating the hotel based on the given address was difficult (though I will attribute that to the amount of construction in the area). Once I arrived at the valet, I was greeted by a young man who welcomed me to the hotel, and asked if I needed assistance with my luggage. During check-in the staff was kind, exchanged pleasantries and inquired as to what brought me to Baton Rouge.

Arriving at my room: Entry was a bit difficult as it took several attempts (with both keys) before the door would unlock. Customary to my arrival in any hotel room I took a look around, what I found was quite unpleasant. There was hair left in the toilet, all over the shower wall and bathtub, stains on the light switch, and some sort of residue left on the bathroom counter. Fortunately, I travel with cleaning supplies; and I was able to clean the bathroom. The shower head seemed to have a malfunction as well, as no matter which way the water spout was positioned/turned water came from both the main faucet and the shower head resulting in very low water pressure. The bed-sheets, pillow cases and duvet were also covered in hair.

I received a welcome text from the front asking about my satisfaction with my room; given my observation of the bed sheets, I requested someone to come change the sheets and provided a rationale as to why. The front desk apologized and said someone would be one the way.

Eventually someone showed up to my door, while the young man was polite he admitted he did not know how to change the linen. I thanked him and let him know I would take care of it (in the future, I would suggest sending an individual able to handle/address the customers request.)

Upon check-out, the young lady inquired to the quality of my stay and I shared with her my experiences; she was quite apologetic and indicated that though her manager was not available at the time; I would receive a phone call from a manager that day.

Several days have elapsed and I have yet to receive that phone call.

Overall, while the staff was courteous, helpful and apologetic; I was disappointed by the hotel's lack of cleanliness, attention to detail and the lag in follow-up from a hotel manager.

Unfortunately, at this point I would be reluctant to recommend this...