Residence Inn by Marriott New Rochelle — Hotel in City of New Rochelle

TLDR: I got absolutely destroyed by bed bugs.||||I hate this. I really, really hate this. But I've waited and I've waited and waited, and I am still not pleased with the follow up response. ||||So first, the surface good: full kitchen, 2/10 of a mile from a nice train station that will take you to Grand Central within half an hour. Very nice support staff (housekeeping, maintenance).||||The surface bad: the suites are quite dated (no big deal, I've seen it many times). The parking setup is a nightmare and costs 15 or 20 dollars daily. Laundry facilities are meh.||||Within 24 hours of check-in, I developed a large red welt on my face. I thought maybe it was allergies. Within another 24 hours, I developed multiple lesions on my face, at least four on my forehead, at least three or four on my cheeks, one on MY EYELID! On my fingers, on my hands. These lesions quickly started blistering and leaking. I had to start wearing band-aids on my face because fluid just kept streaming down my face.||||For a week this went on. I had no idea what was happening. My husband happened to be with me on this trip, and nothing happened to him. This is what threw me off. I finally started digging deep into the internet and found that half of the population doesn't react to bed bugs at all, while half do, and some, like lucky me, suffer a bullous reaction, resulting in oozing, leaking wounds and blisters.||||I asked my husband to tear apart the bed and he found two adult bed bugs (meaning many more were lurking).||||I had no idea they could cause such damage or bite you on the face.||||It's also important to note that this was my first week at a new facility, so they got to see me as a walking biohazard. Great first impression.||||I had to have prescription steroid medication called in to treat the wounds.||||I will be very open and clear: the manager and all of the employees took action immediately. They called in an eco team, which confirmed the bugs. They then took all of our belongings and either treated them or sent them out to a laundry facility. Though honestly, I am still terrified I'll end up taking bed bugs back to my home somehow.||||Everyone was so apologetic and nice, particularly housekeeping and maintenance. They moved us to a new room (which took three hours at the end of a long 12 hour shift, but it was a group effort).||||The laundry came back amazing. Folded like something you'd see Marie Kondo do on her home organization shows.||||I cannot complain about the immediate response.||||In fact, my original plan was to give this place another chance and to wait patiently to see how another stay went before even considering a review.||||I don't take negative reviews lightly, especially when it was no one's direct fault concerning the bed bugs.||||It's the follow up that has my hands flying on the keyboard.||||The manager had said she would follow up with me the next day about compensation. My company had already paid for the stay, so money was off the table.||||I didn't hear from her. I gave it a few days. Still nothing. I kept messaging them and was told someone would follow up. Finally after a week, I messaged them again and she called. She said she had been out of town. Ok, fine. But by this time, everyone was touching this thing with kid gloves and the hospitality had cooled. Nobody wants to talk about the ick. Again, ok.||||She offered 20,000 points. I felt this was a low offer, but I accepted without argument because they had been so nice in the beginning and because I wanted to keep a good relationship. For comparison, once a Moxy hotel had to cancel a one night stay due to unforeseen circumstances and gave me 20,000 points AND a free night with a super kind follow up email. 20,000 points isn't even half a night's stay in most cases.||||Yet again, another week has passed. My points for the stay posted, but not the points promised for this mess. I sent a message to Marriott through their website, and it was forwarded directly to my personal ambassador, who says he plans to follow up.||||I have further reservations at this place. And I'm struggling to figure out how to go forward because there are few hotels in the area that meet my needs while also being within a reasonable commute to my job site while also being close to a train station. ||||At this point, I may have to give up having a full kitchen and move to the SpringHill Suites in Tuckahoe.||||It should also be noted that spending over 250 nights a year in hotels, almost exclusively Marriott, this is the first time this has happened to me. Also, I think this property may be...

Update: After talking with them about my concerns about the room and checking out the availability I asked again for our update on Monday. This time they were able to accommodate our request. The new room was quite a deal more spacious and in much better repair. There was an issue with the heat in one of the rooms, but they came to fix it right away. They were very prompt on service and cleaning and I had very little to say about the accomodations after moving. The view wasn't the greatest, but that wasn't a huge deal. Overall the room was nice, if the price is right and you have a party of more than 4, I highly recommend the 2 bedroom. No one wants to sit on the awful fold out couch and all the pillows(ask for extra, you may need it) we encountered are flat and almost like sleeping on a fluffy pancake! Breakfast was decent, thought not amazing. It could use some more options, they mainly put out breakfast croissants with eggs, cheese and ham, or sausage and egg sandwiches. The other options are scrambled eggs, yogurt, oatmeal, cereal and the usual bagels, English muffins, cream cheese, butter and fruit like banana or apples. Juice was watered down and blah, they did have non-dairy milk which was nice. Overall breakfast was maybe 5 out of 10? I have had worse, but some nice breakfast potatoes, bacon, waffles/pancakes, individual sausage links, on rotation, etc would be nice.

Side by side comparison 1bed to 2 bed suite 1 bedroom, one bathroom 2 bedroom, 2 bathrooms 1 bedroom, kitchenette (no oven just stovetop) 2 bedroom, full kitchen with working oven 1 bedroom, small has only 2 double beds and a pull out in the living, very snug to pull out the couch, we could barely walk around 2 bedroom, 2 double beds in one room, spacious kitchen and living room area with sitting chair and plenty of space to pull out the couch, large king sized bed in second bedroom with shower. 1 bedroom, 2 closets 2 bedroom, 3 closets 2 bedroom has a large desk space in the living room, lots of counter space, and good sized 2nd bedroom with plenty of space to walk around and place luggage. The accomodations feel a tad bit more upscale in comparison which may have to do with layout, size and decor.

--------+++++++++++--------- Will update if it gets better... We booked this as Gold Elite Bonvoy members I was delighted to see that we were eligible for a free upgrade, and I had been looking around for other Marriotts that accommodated our family size better but decided to stay to see if we could get our upgrades. The day of the reservation I checked and was pleased to see there was a bedroom suite available, I requested the upgrade. Upon speaking to the hotel they informed me this room wasn't available. So I said what about the next day (even though I can clearly see it's not booked online), she says she'll let me know. Checked in online then had to go by the front desk to pick up keys. When I got there she let me know that since that's the last room available the manager wants to leave it open so someone can book it, and that we could book it if we wanted it at a $200/night upgrade. I'm a little frustrated that they would rather leave the room empty than upgrade honoring our perks for being a member instead. I am pretty sure this was not what the Marriott brand has in mind when they offered this perk. They are also clearly understaffed and maintenance on this location is a little bit under what I'm used to for a Marriott property. I would definitely not pay over $400+/night to stay here, that's for sure. I'm waiting for them to wow me, but so far I just have a lumpy flat hard pullout couch, moldy wall in the bathroom, really loud air conditioner that shook the wall every time it turned on, and am also paying extra for my children to stay in our room which I didn't notice when I booked. They also charge for rollaway beds which is interesting and of course parking. I will say where the hotel is located is nice and right next to a theater and restaurants, but otherwise this is just a mediocre hotel. Rating 3 stars due to...

A handicap room was reserved but not given. We did a mobile checkin so when we arrived at 9:15 pm we were expecting the handicapped room. We were very disappointed since my husband needs the handicap facilities. But he went to bed. An hour later someone came to the door with keys to the handicap room. I did not want to get my husband out of bed but they were insistant that we do not have both sets of keys. I wanted to move in the morning and use the handicap shower facilities for my husband then. So, I get our wheelchair from the car and get my non-ambulatory husband out of bed, wheel him down two corridors in his pajamas and into the handicap room. It was freezing! I called down to the desk and they were going to send someone to fix it. After 10 minutes I called and said I was taking my husband back to bed in the original room and will use the freezing cold room shower in the morning. The maintenance man came and was unable to fix the heat. it was 61 degrees and the fan was blowing on max right next to the bed. The person at the desk was annoyed but it was her mistake. The next morning I wheeled my husband down the two corridors in his pajamas to take his shower. We kept the door closed so he wouldn't freeze completely. It still wasn't fixed. So that night we stayed in the original room and wanted to use the shower again the next morning but they locked us out.

I am extremely disappointed with the facility. Honestly it was the person at the desk at check in that did not do her job correctly. My son had to come back to help me with my husband because it was quite difficult in the original room. No one seemed to care that we were inconvenienced and very frustrated!

So, when the opportunity arises again, I doubt if I would choose this facility! And it will arise, but I believe there are other hotels in the area to stay where we could get...