TownePlace Suites by Marriott Danville — Hotel in Danville

DO NOT STAY HERE! Go across the street, there are many other hotels to choose from. My stay here was truly one of the worst experiences I've ever had in my life. I've had the opportunity to visit many countries and stay in many different hotels... and this was still the worst hotel stay ever. First night: after traveling for more than 10 hours, I arrive and check in. I go downstairs for a moment and when I return, the key card isn't working. I let the front person know, they make a new set of keys. Still not working. We repeated this four or five times, door still doesn't open. I waited for about three hours in the lobby while she tried different ways to open the door, but still couldn't! She said she was new and her manager was on vacation and couldn't reach her. What kind of manager/owner does that? Leave someone inexperienced alone without a way to get in touch? I'm finally told I could wait in a different room while she tries to figure something out, but the locksmith can't get there until the morning, so I won't have access to my luggage until the next morning. I had to work early in the morning, so you can imagine how upset I was. She did eventually get the door open after several hours. The following day, I find that the phone in the new room didn't work, the light in the bathroom all of a sudden didn't turn on, and the heater would stop working at times and let out cold air (it was freezing outside). These issues were eventually fixed after a week or so. They mentioned the handyman couldn't go to the hotel because he was experiencing car issues, which is why it took so long. The night before I was set to leave was probably the worst day there, and it lingered for about two weeks after I was gone. Since I had an early flight the next morning, I called the front desk letting her know I wanted to check out, but I also wanted to change the card on file. Saw my co-worker at the front desk, and she informed me she was also doing an early checkout and went to go change her card on file. When the front desk lady helped us, she had our bills printed and cards charged. WHAT! We had both told her we were going to change our cards on file. It wasn't a small bill either since we had stayed there for two weeks. We let her know she made a mistake and she needed to fix it. Well... things just ended up getting crazier and crazier because she kept messing up by charging and voiding, and charging again, and voiding again... in total, my coworker and I had about $10,000 in pending charges on our cards. We were so upset. The front desk lady started crying and calling her manager. The manager was trying to help her over the phone, but refused to go to the hotel (once again, the employee was new and was left alone... seems like a pattern here). She kept saying the manager refused to show up. My coworker and I kept calling Marriott directly and received terrible to no help in the beginning, saying they couldn't do anything about it. We kept calling, talking to different people, until finally someone from Marriott reached out to the manager directly, and let us know she was on her way to the hotel. When the manager got there, all she pretty much did was said she would fix it and no more charges were going to appear on our cards. She said she would also call our banks and tell them to release the pending charges. There was nothing else she could do. The employee at the front desk started yelling at me, saying it was my fault for her mistakes. The manager just stood there, watching. Didn't say a word. It was unbelievable, I was livid! I spent almost six hours trying to fix this mess, I got little to no sleep, and had to drive two hours to the airport on icy conditions the next morning. My bank account was depleted with all the pending charges, and two weeks after my stay, they charged my credit card. What do I get for my troubles you ask? Nothing, zero, nada. Do yourself a favor and avoid this...

This stay was extremely disappointing in so many ways. Our experience was pretty upsetting. We had been on the road for 8 hours with twin 18-month-olds and specifically chose to stop in Danville because I was able to reserve a 1-bedroom Queen suite, which would allow us to put our babies to bed in one room and enjoy a drink and some food in our own room while watching TV.

When we arrived, the front desk person immediately launched into a chaotic explanation of how there was just a party in the lobby and she was just coming on for the night. She didn't confirm the type of room we booked, gave me a card, and said "oh yeah, there probably won't be towels in your room so if you want them, come to the front desk".

My husband went inside to set up the two pack and plays for our already-sleeping babies while I waited with them in the car. When he got into the room, he called me and said it was not a 1-bedroom. It was a studio. When he went to the front desk to let them know there was a mistake and we reserved a different room, her response was "well we're all booked up so do you want to leave or do you want to keep it?"

No apology. No trying to remedy it. Just rude, short, and off-putting. We NEVER would have stayed here had we known we weren't getting the room we reserved. We could have stayed at the Hampton Inn and had the same experience. However, we had two sleeping babies and had to get them to bed - there was no time to try to find another hotel. So we stayed. And when we got into the room, it seemed someone else had also come in and decided to leave. There was trash in the trash can, missing towels, the microwave had been stopped mid-cook, and the dishwasher was full of dishes.

The next morning, the breakfast was abysmal - one sandwich and some unripe bananas... but the best part was that 15 minutes before breakfast was done, the cleaning staff decided that was a good time to mop right in front of the breakfast bar. After packing up to leave, we went to the car to find the same cleaning staff sitting in a van with her door open right next to our car, smoking a cigarette that wafted right in to our car where our babies were. She didn't move. Just kept smoking.

This was seriously the worst experience I've had at a hotel in a very long time and I will absolutely never come back. I feel we're owed a...

July 21st got up for breakfast and was there at 0615. There was no nozzles on the juice. I asked Melba (front desk) she gave the excuse that 3rd shift is unable to put them on AND 1st shift hadn't arrive yet. Then the waffle noozle wasn't working, same excuse. I was disappointed but had cereal and went to work. July 22nd, again no juice because of the nozzles, again just ate cereal. July 22nd, went to check out and ask for a receipt, Melba informed me she couldn't give me one, I said what about an email, to which she then says we cannot do anything be cause of the "bluescreen issue". OK Melba, what about a handwritten receipt? NOPE. I said I cannot leave here without something to say I was here, it's for my expenses related to work, let me speak to the GM. She tells me she is busy! To which I say I'm not leaving without something. Melba then scoots her chair to the open office door and says 101 wants a receipt (twice). Whatever is said to her makes her scoot back to the computer and generate a document that I've been here. I leave and 7 minutes later AN EMAIL SHOWS UP WITH MY RECEIPT! An email YOU said could NOT generate! I've included the picture of it to show it was generated. Last time I stayed here I never dealt with Melba. 2022. Next time I will go to the Hampon Inn. Melba, I get it, you have something going on, but it doesn't hurt you to be more civil and less argumentative. I started out stating why I needed what I needed, once you decided you couldn't even make a HANDWRITTEN note then your same energy came back o you. May you have the day you...