Residence Inn by Marriott Philadelphia Great Valley/Malvern — Hotel in Charlestown Township

I went for a 5-day work trip and the 3rd day in, I got back to my room after work to find water bubbles on my ceiling. I called the front desk person (Sherry) to report what was happening, who said she can’t get me another room but she’ll have the maintenance person check on it the next morning. It wasn’t directly above my bed, so I accepted that, but paint was literally ripping off the ceiling loudly throughout the night as the water damage got worse and worse. I took pictures each time I woke up. 2am, 5am, and more leaks developed at 7am… Needless to say, I slept horribly.

Day 4 of my work trip: When I went to the front desk (Jen) in the morning on my way out to work to ask when maintenance was coming and showed her my pictures, she said there were no notes about my call last night about this. I was shocked and angry. She apologized for what happened and said the ceiling was really bad so she was going to get maintenance in there immediately and can switch me to another room when I get back from work at night.

After I got back from work that night and checked with the front desk (Lauren), she said maintenance fixed the room. I wasn’t confident in that and said I’d check on it first. I went to my room and saw a ceiling patch job (pictures and videos attached). That didn’t instill confidence that a leak wouldn’t pop up elsewhere - worst case, over the bed. There was also this consistent loud clicking noise in the bathroom coming from the ceiling (video). I returned to the front desk where I told Lauren I had an early flight out the next morning, so I’ll just stay in the room, instead of moving all my things and fridge items to a new room, but expressed how it was very upsetting that no notes were left when I first reported the issue. I suffered terrible sleep after flying across the country for work and said it felt like nobody cared about my bad experience. I asked if I could leave a note to management, since I’d rather deal with the establishment itself than leave a bad review. She said the manager, Matt, would be there in the next morning and can award me points if that would be of interest. I replied that I just signed up to become a Marriott Bonvoy rewards member because of this trip, asked her questions about how it worked, and said I was interested in hearing him out. It was late, and I was tired, so I went back to the room for some shut-eye before ubering to the airport.

Once I got back to the West coast the next afternoon, I called the hotel where Lauren answered. I told her that my hotel reservation mostly had my work information, so I wanted to provide my personal information for Matt to contact me. She took my rewards member information, and because it wasn’t linked to my reservation, she said that points can’t be rewarded after I’ve already checked out. I was disappointed my 4-night stay I JUST checked out of wouldn’t count and wish I would’ve been told that when asking about how points worked the night before, especially after such a negative ordeal. I asked if Matt would be contacting me, and she said he’ll contact me and decide how many points to give me.

Just minutes after hanging up, I received an email saying I’ve been issued 9,000 points. This was August 8. I tried to look up if that could even cover 1 night at a Marriott hotel - it doesn’t even come close. So, my hotel stay I checked out of that morning didn’t count, the points don’t even cover 1 night, no one cared about my bad experience even when I was trying to deal with the hotel directly, and there has been no requested follow-up for a month from any manager to try to make things right.

It was my first work trip to PA, and this whole terrible experience is such a shame. I hated being treated like this and having to be the one to follow up when it should’ve been their responsibility to make things right with me. Thus,...

We began our stay at the front desk where there was no evidence of an employee. I rang a bell that was on the counter and the family behind me said they already tried that and had gone back to their car. I called the hotel just as a person approached us. She was wearing a screen printed hoodie and looked like a sloppily dressed guest. She yelled something in our direction and when she got closer, repeated herself, saying “if that is you calling, I was in the bathroom!” I did not match her hostility and just stated that I needed to check in. She was OK to me the rest of our encounter although I think the family behind me wanted to head for the exit.

It isn’t fair if management thinks it is OK to leave one employee in charge of an entire hotel, but it also doesn’t excuse her rudeness. I don’t need to know that you were just using the bathroom. A simple, “Thanks for your patience, how can I help you” is all she needed to say.

We stayed in a double queen, 1 bedroom suite. The look of the hotel from the outside is new and fresh. Our room, however, was tired looking with a strange layout and very little light.

Maintenance seemed to be an issue as many fixtures in the room were loose or nonfunctional. The tv in the bedroom would turn on.

This room sleeps 6 yet there were only 2 of each type of towel.

The walls and ceiling had cracks and marks. In many places the walls had gross looking substances on them. There was a heavy accumulation of dust on surfaces around the room.

The open layout of the studio suites at this hotel is much nicer and...

Stayed at this hotel for a week. Pretty new property, the room (king bed guest room) was nice and clean, bed was comfortable. The kitchenette was really good to have since it rained a couple of evenings, so we could cook our own dinners as well as a couple of lunches. It's equipped with all you need - pots, pan, silverware, glasses, cups, plates, bowls, toaster, utensils.. we went to the pool once, our 6 years old daughter loved splashing there. They have a sort of "socials" Monday - Wednesday downstairs with snacks, beer, wine and soft drinks. We went there on Tuesday, which was a grilling night - sausages, burgers, potato salad, fresh cut fruit, it was not bad actually! The staff was nice, friendly and helpful. We had our cat with us, she got pretty comfortable in a room too. Breakfast had usual scrambled eggs, sausage, waffles, oatmeal, cereal as well as fresh cut fruit (varied every morning), Brie and cheddar sliced cheeses, bagels and croissants, tortillas with 3 choices of toppings, yogurts (also varied every morning), juices. The only "minus", at least for us, was that there's practically no tv channels for kids, I mean smaller kids! A few shows in the morning on one channel and that's it! Good that we have a Netflix account, so we signed up there and our daughter watched her Disney or other shows on Netflix. But otherwise, I'd definitely come back and...