Courtyard by Marriott Cincinnati Downtown — Hotel in Cincinnati

Very disappointed with experience (if that is what you want to call it). I am sensitive to the current short-staff situations that all industries are currently being faced with, mind you. I had a reservation with this hotel months prior to date of stay with plans of attending the Cincinnati Reds game. I live 1 hour and 40 minutes from downtown Cincinnati and staying over the night of this event was absolutely necessary. Check in at this hotel is 3pm as check out is at noon for previous night stay. I arrived at 3:30pm to experience a full lobby of confused guests and confused staff. After standing in the lobby for nearly 30 minutes with minimal progress, I asked why are there delays (as none of the three front desk staff members were communicating to the lobby full of people, leaving everyone to wonder what was going on). The response revolved around short staffing issues and delays with room turnover (understandable). We decided to go have a late lunch and come back to check in afterward, because surely they would have it resolved by then. Toward the end of our lunch, I called the hotel to inquire the status of our room. It wasn't ready yet but the lady ensured me that they were making progress checking guests in and by the time we returned from the restaurant, we should be able to check in. We made it back to the lobby around 5:30pm to find the lobby just as full as before. We waited in line for 30 minutes and when we made it to the clerk at the front desk, stated our reservation, he stalls and then flips through a paper packet (hard copy reservation list) and points at my name. "Your room isn't ready at this time." Tells us to go to the game and that by the end of the game our room would be ready...Bold faced lie! I called at the end of the game prior to walking back up to the hotel to make sure the room was ready, now it is not available. "You shoulda' got a call from Expedia telling you your room was not available." We didn't book through Expedia, mind you. I quickly check to see if we could find a room elsewhere and SURPRISE!...Nothing available on a Saturday night in Cincinnati at 10:30pm. This hotel "gave" our room away or whatever excuse they could find at the time to move on to the next customer. Well we had to make the 1 hour and 40 minute drive home, when we definitely should have been in a hotel room. I could be spending money in the local Cincinnati area eating a good breakfast right now but instead I slept on my brother's couch and I'm getting ready to have a bowl of Raisin Bran. At this point, I am not sure that I would feel confident in booking future stays with Hotels. The experience that we wanted this weekend was dulled because...

I want to give this hotel a fair shake, but full disclosure-- I am currently livid.

I figured I'd write my review now, since I've been waiting and will continue to be waiting for the valet for God knows how long.

They require a half hour notice for valet. I have them 40 minutes. My car is here, but all of them left for other cars WITHOUT LEAVING MY KEYS so I'm just standing here with all of my luggage. I'm here for work, and I have a strict schedule to adhere to. I did my part, and they've continued to fail to do theirs.

Customer service has been absolutely outstanding, but housekeeping has been a complete failure. Pictures attached.

They left someone else's sock in there. The bathroom was filthy and had fingerprints all over the shower. They never cleaned the room, only made the bed during my four day stay. They didn't even refill the towels.

I was a housekeeper. I know what half assed cleaning looks like. And it's not what you can see is wrong that worries me. It's the "clean" counter that undoubtedly used the same rag to clean it as the toilet. When they cut visible corners, the invisible corners are what should worry you.

Even though I reported this to customer service and they were extremely apologetic and nice, the service level never increased.

I want to note that I had two other coworkers there that enjoyed their stay and had little to no issues.

I'm trying to be fair. I've been extremely patient and kind and gracious. I hate conflict and making any kind of ruckus. I had raw chicken at a restaurant once and didn't say anything. We're talking that level of uncomfortable reporting issues.

But this is inexcusable and I won't be using this hotel again.

Oh! And they told me they could charge my valet to my card on file TWICE, but then when I checked out they couldn't and now instead of my work paying for it, it's coming out of my bank account which I CANNOT afford.

I'd recommend other hotels in the area...but I've had similar experiences at those as well. So good luck finding suitable accomodations...

Lots to share about this stay. First things first, The location relative to the city is great and the building has good security measures. The issue with the location and the reason for 2 stars is 1: The valet lane is way to small and was often too full to drop of the car. 2: Lots of homeless right OutFront of the hotel and they were somewhat aggressive. The rooms were as you expect from a Courtyard and our room was clean and nice. The major issue we faced was poor management and some rude staff. A few staff were great but the majority was rude and disinterested in helping. We gave the valet our keys on arrival and he took the car. We got our text system to request the car and tip, etc. The issue was we never got a valet key slip so after requesting the car we would go to pick it up and be told we needed that every time. This issue was constant and every time i requested the car they said the would "fix it" and no action was taken. Everyday with new staff I would have to spend 20 minutes explaining the issue again. Finally the day we went to leave they had closed my parking record making it impossible to request the car. 3 phone calls later and we finally figured out where the car had been parked. Took over an hour to find the car and 30 minutes to get it brought up. This issue was awful and not once was any suggestion made to fix it or comp us for the issue. Additionally 2 weeks after the trip i got a 90 dollar fine for parking the car in the valet garage that took me 2 hours to dispute and 2 hours on the phone with the hotel to explain to them what happened as they never logged the car in the system due to the lack of a valet ticket. As much as I enjoyed the room I will never stay at this hotel again and I would advise anyone travelling with a vehicle to STAY AWAY. UPDATE: I responded to the email the owner provided below and never received a response back. Further proof of the disorganized management...