Residence Inn by Marriott Cherry Hill Philadelphia — Hotel in Cherry Hill Township

ORIGINAL REVIEW (7/23/19) The rooms at the Residence Inn are wonderful. The issue, unfortunately, is the unprofessional and discourteous service from the front desk employees, especially the general manager, Lisa Young.

During our stay, the power went out in a small section of town, including the hotel. Of course, this isn’t the hotel’s fault, and I don’t blame them for power issues. What I do fault them for is their lack of service after the power went out. We checked in after 7pm, and all power went out 20 minutes later until we checked out at 2pm the next day.

During the whole situation, there was never a plan in place to assist guests, answer questions, or see if we needed help. Not once in 3 different interactions with the front desk did anyone ask if we were ok, if we would like a transfer to another Marriott property with power (there were several within a 10 mile radius), or if we could use any other kind of assistance. Instead, each employee we talked to told us how hard the situation was on them, never concerning themselves with how their paying guests might be feeling. All we were ever offered by the front desk were three glow sticks to light our room! I had to buy bags of ice myself to put into our refrigerator because we would have lost all our food.

We were never given any updates or estimates about when the power would come back on. Again, I know that they weren’t in control of turning on the power, but how could they not have any updates 12 hours after the power went off? Oddly enough, the gas station around the corner was very helpful at giving us updates, but our own hotel wasn’t willing to pass on any information! Again, this just added to the confusion and feeling that we’d been abandoned by management.

In every interaction, I was patient because I knew they were overwhelmed. But, both times I spoke to the GM about our experience, she was both condescending and dismissive. She (nor any other employee) ever apologized for our situation, nor showed any kind of sympathy. When we left, all the GM said was, “You’ll get a copy of your bill by email.” Ironically, the bill was the only thing we ever got quickly!

Currently, I am attempting to get my money back, and have contacted Marriott corporate about the property not holding itself to Marriott’s high standards. I would be glad to update this review after the hotel satisfies our request. Again, the power was out of their control, but their callousness towards customers, particularly by their GM, is inexcusable.

UPDATE (8/9/19): Residence Inn has been so poor at communicating after our stay that I had to dispute the charges on our credit card. After looking at the evidence, our credit card (a Marriott AmEx, ironically), decided to give us a full refund. It's sad that the general manager Lisa Young offers such poor customer service, even...

I don’t often take time to write reviews, but this was bad enough that I thought I might warn others. It started when we got to our room - just outside our hotel room door it looked like someone had just finished cleaning up a murder scene (soiled and bloody sheets, plastic gloves, and a jug of bleach) - see picture. When we walked in the room, guess what it smelled like? Bleach! But, whatever - we’d had a long travel day with 4 kids, and just needed some rest. Besides that, the room was okay.

The biggest problem came when a bunch of young teenagers kept banging on our door, then running away all night. I spoke with their parents, who said they’d get the kids to stop…but it didn’t stop. I called the front desk to see if they’d do something about it, and they didn’t. I spoke with the parents again, to no avail. So, I went to the hotel’s front desk, and explained the problem. They said there was nothing they could do. What?! I begged them to do something - anything - and the lady just said that she needed to stay at the front desk, so there wasn’t anything that could be done.

Finally, the lady agreed to send a hotel employee with me to talk with the parents. The problem was, the employee told me that he doesn’t speak English, and couldn’t talk with the parents or teenagers. I went back to the front office, and the lady said said I should call the cops. Call the cops? They have much more important things to do, so I just asked if the front office would talk to the parents and teenagers, and ask them to stop. The front office lady then called the cops, rather than just talking with the other guests at the hotel!

When I noticed the cops show up, I went and told them that there was no emergency, and I was just asking the front office to help us get some rest. The officer seemed frustrated that the hotel would call over something like this (and I couldn’t agree more).

I ended up calling Marriott customer service to see if they could get the front office to help - I thought maybe they could speak with the front office, and convince them to talk with their guests about not banging on other guests’ doors. I was frustrated here too, because customer service said that this is one of their franchised hotels, and Marriott doesn’t have much of a say with management and the front office. Their solution was to have the manager of the hotel call me in 3-5 business days…which doesn’t obviously help my kids and me get any rest that night.

It was a very frustrating night, and the lack of help from front office was equally as...

My ex-husband was on a job assignment. Unfortunately, he died in one of their hotel rooms. He was an IT man who traveled with his "personal laptop" at all times. When I got the word from one of the Cherry Hill Police detectives I immediately contacted the hotel. I was told the manager was not available. So I waited until the next morning to make contact. Each time I was told that "MANAGER WAS IN A MEETING'. I called at least 5x to speak with a manager. I left my name and contact information. No one ever called or left a message. Though we were divorced (less than 6 months) we remained close. He had expressed his concerns about working away from his home state and stated that if anything should happen to him he had two necklaces that he wanted to be buried with. Sounds strange but true. I traveled over 500 miles one way with my dog in tow to have him cremated and take his ashes back to Michigan. To gain some sense of closer I paid a visit to the place where my friend took his last breath. I asked to speak to the manager. The manager introduced herself as LISA MARKS. When I told her who I was and why I was there her demeanor completely changed. She escorted me to a private room. She never not once offered her condolences or showed any indication of sympathy for my loss. Instead, her attitude became impolite and startlingly abrupt. She stated that she had no idea that I was who I claimed to be. Ok, that was fair. I informed her that I had my Michigan ID and the deceased Death Certificate (in my hands) along with his ashes secured in a safety belt in the car. I asked her what was the protocol regarding the property of a deceased guest. She indicated that when the police were done she was told that all "could be trashed". Again I told her what was the protocol and who was responsible for the actual disposal. I was concerned because I knew that man had his laptop with him. I called the corporate office while at the location and spoke to an "Elite Service Representative" to generate a case/file. She even put me on hold to call and speak to the manager only to be told the "manager was in a meeting". LISA MARKS @ THE RESIDENCE INN CHERRY HILL IS BY FAR THE WORST GENERAL MANAGER I HAVE EVER EXPERIENCED. MY EX-HUSBAND WAS A LOYAL MARRIOTT MEMBER AND DID NOT DESERVE THIS LEVEL OF DISRESPECT. (Hebrews 4:13) Nothing in all creation is hidden from God's sight. Everything is uncovered and laid bare before the eyes of him to whom we must give account. Sincerely, Sad but Not Done.Show less Date of stay:...