Residence Inn by Marriott Bend — Hotel in Bend

I made a reservation three weeks in advance for a single king room. I picked the hotel because it seemed nice and it had a hot tub and I paid a DECENT amount of money for the room ($180 not including tax). I knew I'd be tired after driving 9 hours and was looking forward to a large bed and soaking the drive away. When I arrived, there were dozens of kids at the pool area and I didn't want to deal with the noise, so I went to take a hot shower. There was no hot water so I called the front desk. They said they'd send someone up and the maintenance person said there was nothing they could do, I'd have to wait until it came back and if it wasn't working by the next day they'd take a look in the morning. I also forgot to mention that when I came into my room, it was not a king, but two queen beds. Because I didn't have hot water, and my room was not the correct one I reserved, I went to the front desk to either get one or both of my issues resolved, or if not, receive some sort of compensation. I was told that they couldn't fix my room because they were fully booked and there was nothing that they could do about there being no hot water, I'd just have to wait. I asked if there was "anything else" they could do, and I was told again, there was nothing they could do and they refused to offer any sort of compensation. I then reached out to Expedia who I had made my reservation under to try to get some sort of resolution for the poor service. I was extremely frustrated at this point. They tell me that there's nothing they can do, that any sort of refund has to be initiated through the hotel, and they called them to see why they didn't offer a refund. Turns out, there was NO MANAGER on duty, when the hotel was FULLY BOOKED. So there was no one with authority who could give me a discount in the first place, but this crucial piece of information was not shared with me. It is embarrassing to say the least for an establishment to not have a manager working in a large hotel that is at max capacity. I should have been told that I could speak with a manager the next morning about it. Expedia told me to check in with the manager in the morning who was nice enough, but essentially told me sorry not sorry. She said they can't guarantee my reservation so they did nothing wrong by giving me the wrong room. They also said sorry not sorry about the hot water, but that they were full capacity and that's just what happens. She was extremely reluctant still to give me any sort of refund or discount. Eventually she agreed, but because I booked through Expedia she said they could only authorize a discount could be given and I'd still have to go through Expedia to finalize everything. I believe eventually I did receive a partial refund, but overall I was extremely dissatisfied with my stay, and I will not be staying again in the future when I drive through...

I will start with the positive First. Stayed June 1st, 2022

Based on the response that I received from Kelly, who I presume to be the properties manager, I have updated the review to a five-star review.

Her response is very professional, thoughtful and sincere I really appreciate it. I will definitely be staying here again.

The location is outstanding, close to the mill district. Great shops, breweries and restaurants. The hotel is well appointed. Has been cared for and decorated nicely. Clean rooms.

Things that can be better.

They charge $10.00 for parking. Absolutely unnecessary in my opinion. I have stayed at many Marriott properties and this is not a "Corprate Marriott" thing as Corey the front desk clerk stated. This is pure greed straight from the hotel owner, not Marriott.  I'm familiar with Marriott policy, Im a Elite titanium member with 322 lifetime nights stayed.  I have never been charged a parking fee. PURE GREED!

The windows don't open. Can't let fresh air in. Most Marriotts will provide the ability to open the window a few inches, not this one. The beds are awful. Tossed and turned all night. If you like sleeping on a concrete slab you will be delighted. They place bottles of FIJI on the counter for you to enjoy at $4.00 a bottle. They must have been smoking a tremendous amount of that Oregon weed when they divised this idea. They purchase this water for about $1.00 a bottle and they mark it up 400%, not the  right thing to do for there customers. I'm not saying don't make a profit, but don't screw people for the sake of swearing them because they can. 50% margin would be a good number to strive for, just a idea. 5.Corey the front desk clerk is smug, and not very knowledgeable. Should get his facts straight before stating incorrect information. Could use a lesson in simple customer service skills.

I wish my stay had been better. Have always had great experiences with Marriotts. This property is in no way refeltive of the high standards that Marriott has shown me at there other properties. Bend Residence Inn should do better. There is the possibility that I stay there again, if they get rid of the ridiculous parking fee, and if not they aren't the only Marriott in Bend. I checked other Marriott hotels in the area, they Do NOT charge a parking fee, it's complimentary, as it should be at the Bend...

Stayed here this last weekend as our normal hotel we stay at was booked. I have to say, I was quite disappointed with this hotel, especially for the price. The suite we booked was much smaller than the photos in the website, only had a small table for two when the room was booked for 3 people. We had to use the pull out sofa, and there was hardly any space to walk through the room with it pulled out.

Some issues we faced: AC controls didn’t work - someone did come up to fix the buttons, but the temperature kept reverting to a much higher temp than set overnight, resulting in very bad and hot sleep. The TV remote wasn’t working correctly, and it did get swapped out and worked a little better, but ultimately had to not use the Tv because of the delay of the button/remote selection. The bedding for the sofa bed was awful, the blanket felt like foam. We had to call and ask for different bedding to use it. The showers are terrible - the doors didn’t close fully, so every day there was a puddle we had to clean up after using them. Shower heads absolutely need replacing as well. Room also was not stocked with enough towels either, only had a set of 2 even though our reservation was for 3 people. Easily remedied, but still an oversight that was annoying. And also, that $10/night parking fee. Admittedly I missed the small print when making the reservation, but who even stays here without a car? This should just be added into the cost of the room. I still can’t believe we had to pay for parking in a commercial/residential area hotel.

Overall, the room was….fine, but at close to $400/night with all the taxes and fees, I don’t feel it was worth it at all. Will...