Courtyard by Marriott Milwaukee North/Brown Deer — Hotel in Brown Deer

STAY AT YOUR OWN RISK! The location seemed presentable upon arrival, but quickly turned into a mess. We had a suite room that was supposed to be one bed for two and two pull-out beds but when we checked and got into the room after driving +8hrs. We noticed an odd smell within the room and one of our pull out beds was missing the mattress, other furniture like the chairs and couches had stains on them, there were no towels or bedding within the room. After discovering this when trying to go to bed, we looked around throughout the room and noticed more issues. Cabinet doors weren’t attached to hinges, walls were chipped and weren’t maintained, the screen door for the balcony wasn’t attached either just leaning against the door/wall. Additionally, we found the source of the smell within the room. The entire balcony was covered in cigarette ash and a cup filled with used cigarettes was sitting on our porch. (See attached photos)

After all of this, we went down to the front desk to complain about the situation. The lady informed me that due to everyone being gone. There was no way for us to get the missing mattress or get a new room due to the issues. She did apologize for the chaos of the first night and was going to leave a message for manager to come while she got us the missing towels and bedsheets. Since we weren’t able to get a new mattress, we had to leave the hotel and get an inflatable mattress for our room to be able to sleep.

Throughout the first night, children were running up and down the hallways like a racetrack and kept waking us up as well. The next morning, we spoke to the manager and showed the pictures I took to them. She apologized and said she could get us into a new room and the mattress, I informed her we didn’t have time to stay and get a new room due to us needing to be at an event that day for check in and couldn’t stay to swap rooms. She was able to get a new mattress and informed us that the first night would be comped and she would look into getting us the second night comped as well due to the poor status of the room.

Upon arriving back later that day after our event, we spoke with the front desk again and asked if they were able to get the room comp for both nights. The gentleman said yes and that both nights were free of charge due to the craziness. I thanked him and went up stairs to get changed for pool to only find our its been closed since September 20th, 2024 (ALMOST 8months) due tot the health department deeming the pool an immediate health hazard! This was not told to us when checking in our on the website!! We asked one of the housekeepers and they informed us that people were getting seriously sick when it was opened.

After the disappointed of this, we decided to go the bed or so we thought. Early in the night, we used the bathroom to only have the toilet start to overflow from the bowl and the pipes started to spill water out when we flushed the toilet. The entire bathroom and outside room was flooded with water and had to use all of the towels to stop/clean up the water. After the flooding stopped, our room was soaked and we weren’t able to use the bathroom/shower at all and had to keep venturing down to the bathrooms in the lobby the rest of the night.

The next morning, we informed the front desk again of all the issues and the same lady from the day before who we spoke to apologized again and informed us they would fix this and how everything that had happened to us wasn’t their standard. She started to explain how she’d knock off $40 dollars for the bathroom incident off our stay which confused me because the gentleman from before said the stay was comped already. The lady seemed annoyed and said she would honor what he said but seemed like she didn’t want to do so. If all the craziness didn’t happen, I would understand but all the issues list and they still attempted to have us pay was insane.

If possible, avoid this place and look elsewhere! Save yourself a headache and...

We were in town for our sons basketball tourney. Both Saturday & Sunday mornings we had early games which require we go to bed at decent times and get solid nights sleep. Not possible here!!

After a long trip in, immediately went to use the bathroom and there was pee on toilet seat. (Bless my hubby for grabbing the wipes they so thoughtfully provide to wipe it down for me. Then proceeded through the room to wipe every other surface down.) Tile floors in entrance/bathroom were very dirty, hair and just visibly dirty everywhere. Some sort of crust on the closet handle. (Again, bless my hubby!) Shower caulking was horrible & moldy. Shower door didn’t shut properly, so much water got outside of shower on the floor! -Shower door was also filmy, looks like they wiped it down but didn’t care that it left a film. Even though they appeared clean, there were stains on both bed sheets. Peeling wall paper. So many dusty/dirty surfaces. Not enough towels for the 3 people they knew were staying in the room. (2bath, 1hand, 1wash rag) I did ask for more towels in our Bonvoy account requests, which was obv not even looked at. Thermostat falling out of the wall. The pool was tiny and disgusting looking, much like a murky, algae riddled pond. Even the coached chimed in and told the boys to stay out of the pool/hot tub as he didn’t need them getting sick! To top off the condition of our room, we had not 1 but 2 horrible nights sleep due to 2 different occupants in the adjoining room next to us, room 436. The first night it was a couple adults and 1-2 little kids yelling and generally being loud literally all hours of the night, not exaggerating. They had tv extremely loud all night, it was never turned off. The infant(s) crying off and on all night long, expected when there’s constant tv noise or adults up and making noise all night long too. Microwave constantly beeping. Banging of things against the wall or tile floor. Laughing/yelling/talking loud. The constant extreme noise had us up until 3am at which point I messaged the front desk through the app (never did receive a response!) and then jarred awake again before 6:00.

They had checked in equally inconsiderate and loud occupants for the next night! Seemed to be a bunch of young people, the noise start at around 1:30/2:00. Their door SLAMMED shut about 1,583 times throughout the night.

At my word limit. It was bad...DO NOT...

I am writing to express my extreme dissatisfaction with my recent stay at your hotel from September 15, 2023, to September 17, 2023. Despite having made a reservation and looking forward to a pleasant stay, my experience was marred by a highly unacceptable incident regarding breakfast service.

I had paid for breakfast as part of my stay, and I understood that it would be available from 7:00 am to 10:00 am, as advertised. However, on the morning of September 17, 2023, my family and I were shocked and disappointed to find that the staff responsible for breakfast service decided to go on break at 8:45 am, abruptly closing the breakfast area while we were still hoping to enjoy our meal.

What was even more disheartening was the reason behind this decision. We observed that the staff members left their posts to go outside, where they were smoking and drinking soda. This unprofessional and inconsiderate behavior not only left us without the breakfast we had paid for but also caused unnecessary stress and inconvenience as we had plans to attend a soccer tournament that morning.

As paying guests, we had the reasonable expectation that the services we paid for would be provided as advertised. The early closure of the breakfast service and the staff's disregard for their duties severely impacted our experience at your hotel and left us feeling frustrated and let down.

I would like to request that you take immediate action to address this issue and ensure that such incidents do not occur in the future. This could include retraining your staff on their responsibilities, customer service, and professionalism.

I hope that you take this complaint seriously and use it as an opportunity to improve the service quality at Courtyard Milwaukee North/Brown Deer. I believe that by addressing these concerns, you can ensure a more positive experience for future guests.

I look forward to hearing from you promptly regarding the actions you plan to take to resolve...