AC Hotel Cincinnati at The Banks — Hotel in Cincinnati

What a disappointment. The rooms and bathrooms could be cleaner. However, the biggest disappointment is the front desk manager. Even though the room upgrade was forgotten, they had us wait for an hour at check-in for the upgrade then told us we were already checked in without giving us rooms with the promised better view. They never sent the extra towels. We had called before we booked about the amenities (e.g., patio and upper deck). I will say the staff ant the bar/bistro space were always friendly. Every night stay there was a different excuse as to why the upper deck wasn’t open. Well, the patio wasn’t an option either. There was no rain for the first 2 days yet that was the excuse for why they had not prepared the patio. The furniture was broken and the propane tank had never been installed for the spring. So, don’t let the pictures of the hotel fool you. Fine. Staff has communication issues. What I didn’t expect was the attitude by the front desk at checkout. When realizing our cards didn’t work, I called down to inquire since we had marked a 4 pm checkout in the Marriott Bonvoy app. The front desk manager said that it wasn’t communicated and we had to be out by 12. It was 11:27. How was I supposed to finish getting ready and get my my children showered that fast. I assumed we were on vacation. He repeated 3 times we had to get out at 12 even though I said it was impossible. I gave up and didn’t shower the kids and I dried my hair as much as possible, We got the cars from valet and reparked them after we loaded them so we could still eat lunch in Cincinnati. Always lovely to pay for parking twice in a day.. The hotel front desk manager said they were checking lots of people in and we had to go. When I came downstairs and said how he didn’t understand what it was like to have to get kids ready that fast and that we did the best we could by getting out at 12:15 he pulled the famous “just calm down” line when talking to a woman. I told him I was clam I just wanted him to know that I hadn’t experienced that at a Marriott before and I just wanted him to know how miscommunication from an app shouldn’t mean we get treated that way. He then wanted to explain himself. I told him there was no need, he had made himself clear on the phone. So, if you want the cleanliness, amenities, and service typical to a Marriott hotel then don’t go to the AC hotel...

I was giving this hotel a second chance as they failed us back in Bengals season but they failed again. I booked a king bed room but when I got there they told me that no king rooms were available but that they would give me a double queen at no extra charge? Really? No extra charge? You should have given me a discount. Then they told me they had no room keys available and that I'd have to use my mobile key but I clearly saw key cards on the desk and the people right next to us got them. The hotel was not very soundproof. We could hear the toilet flushing in the room above every single time. There was, also, a very loud noise (seriously sounded like an explosion or gunshot) in the early morning and then that was followed by the sounds of scooping ice for at least a half an hour. Not sure if it tipped over or what but it was loud. Also, we valet parked and my boyfriend accidentally left his phone in the car. We asked if we could get it but they said they would have to retrieve it for us. We asked if it was okay to wait at the bar and they said that was fine and they would find us when the phone was retrieved. Two drinks later, still no phone and mind you, we can see the front desk from the hotel bar. We finally had to leave for our event so we went to the front desk again and the phone was just sitting there on the counter. Thank you for finding us and letting us know. I was very disappointed in the whole situation and I will not be giving that hotel a third chance and I will tell everyone I know about it and hope they don't give them any chances. They could have made it right with a discount or free valet or just something but they...

We read some teetering reviews of 1 & 5 stars the day of our trip and were hoping we got the latter. But, we didn't. Our first room was pretty dirty, the floors did not look like they had been swept or cleaned for several guest stays - dust/dirt, hair, earring backs, etc. The couch had a large stain on it as if someone had spilled a drink and the mattress didn't have cover or protector, which we felt was odd for a hotel (and the manager agreed, should be covered).

We went back downstairs to ask for a different room and the manager apologized and gave us a pretty good discount, without us asking or insinuating. They provided a different room that was definitely cleaner, although still did not necessarily meet expectations for the price of the hotel (stained sheets and comforter, dirty floor, very dirty desk area). We've stayed in hotels that charge a third of the price and are overwhelmingly cleaner.

Also, originally booked a river view room with a balcony - we were on the 3rd floor which barely had a view of the river. The second room was on the 7th floor, had a city view and a balcony. The second room offered a better view of the river because of it being a corner room with a wrap around balcony. Paying the extra money for a river view is not worth it unless you are on a higher floor, probably 5th to 7th.

We appreciated the manager's help and the offered discount, unfortunately, we still would not stay here in the future and wouldn't...