Residence Inn by Marriott White Plains Westchester County — Hotel in City of White Plains

Friday afternoon, March 2 around 4 o'clock we lost power (and heat) in my hometown during a natural disaster and I made the decision to quickly book a room at the Marriott residence Inn in White Plains. We were relieved to have a warm place to stay and able to keep safe during the remainder of the Nor Earter storm.

Saturday morning I spoke with the representative at the front desk to extend our stay another night as NYSEG had not yet posted any information regarding outages and restoration times. I noticed that the lobby was quite busy that morning and was worried that we would not be able to stay. I was told I had no reason to worry since we were already guests of the hotel, and I could easily extend my stay as needed.

Sunday morning I again went to the front desk, and asked to extend the stay another night. It was not a problem and I felt relieved.

Upon reading all of the updates from NYSEG, as well as the town supervisor of Somers updates, I thought I should extend our stay Monday night as well. It did not seem likely power would be restored prior to Tuesday morning.

When I went to the front desk Sunday, March 4 at approximately 7 PM, I was told it was not possible to stay another night. The manager on duty, Jesse, told me that they were completely booked and sold out. I reminded him that we have been guests of the hotel since Friday and our town was still under a state of emergency with 90% of the town non-functioning. I explained to him that I had a two-year-old son and that we had nowhere to go. I reiterated what the young woman at the front desk told me on Saturday, that we could easily extend our stay as needed. That it was not a problem since we were already guests of the hotel.

His response again was, "I am sorry mam we are sold out and there is nothing I can do. There are other hotels in the area. People have reservations and you don't. You cannot stay."

As you can imagine, I became incredibly upset, frustrated, and angry thinking that I had to pack up my family with nowhere to go the next day. I am a schoolteacher, and my husband an employee in White Plains, and we both had to be to work by 8 AM on Monday. What am I going to do?? Most of the hotels have been booked (due to same emergency) and of course financial constraints prohibit me from just going to any hotel! I chose the Marriott residence Inn for a reason!

I could not imagine that they would actually kick us out in the middle of a county wide emergency with...

Firstly, the hotel met my standard for Marriott. Secondly, I would stay here again. Overall I was as pleased as I usually am with my Marriott stays. Marriott, particularly the Residence Inn is my number 1 favorite hotel!!! My problem is concerning my checkout. According to the website: Guaranteed late checkout is an enhanced Elite benefit for Gold and Platinum members, offering late checkout guaranteed as late as 4pm. The benefit can be requested through voice reservations, on the Marriott app via the mobile check-in process, at the front desk during check-in, or on the day of departure. http://www.marriott.com/marriott-rewards/member-benefits/get-more-rewards/guaranteed-late-checkout-faq.mi
When I made my reservation, the Marriott representative asked me if I wanted a late checkout. I said yes. In addition, when I checked using the app, I also selected late checkout. When I double checked with the front desk representative on the day of my checkout, he told me that I had exceeded the late checkout and he could only extend it to 1pm. Not realizing the time, I called him back when I got to my room to ask for an extra 1/2 hour. I'd come from the fitness center and needed time to shower and pack. I was told no. I did not shower. When I was in the lobby I heard him tell a guest that housekeeping was on break from 1pm - 2pm. That was hurtful to me because he could have allowed me extra time and I would not have held up cleaning the room, or caused any inconvenience. I was at that point more than...

Stars are with consideration of breakfast that was pretty decent and main lobby. After that the place is a dump. When you get off the elevator the there's no air in the hallway. 1st room we were given had the worst smell of mildew. It literally knocked me in the face. My husband has the worst sense of smell and even he could detect it. After speaking with the young lady at the desk she apologized and offered a bigger suite. We told her the size is not the issue but the smell. Nevertheless on to the 2nd room and yes it was bigger and the smell was slightly less than the first one but definitely noticeable. We called again and was basically told hmm the rooms are all probably going to be the same and it's not much we can do. (Why didn’t she say that from the beginning?) So I spent an hour on the phone with Marriott to see if they could help. Initially they said that they could put me some where else. Then at the last moment they said well we've noted the situation but you'll have to resolve it with the front desk. Ugh! So NO I wouldn't stay there again! They were in the process of renovations. Don’t know if they will remove the mold/mildew out of the walls. I would only recommend it if you don't have allergies or sensitivities to mold and mildew. Or if you don't mind out of desperation buying a face mask to sleep in (like me).

Update: After a horrible sleepless night we checked out after breakfast. We managed to pull together CC points and moved to another hotel for the last night. We...