Marriott Cincinnati Northeast — Hotel in Deerfield Township

Don’t try to book a wedding here and expect anyone to think the day is as important as you think it is! Our request was handled completely unprofessionally by their catering manager Angela, who is “on call” which apparently excuses her from answering emails for 4+ days after you’ve told her that booking your event is time sensitive and the explanation you’re given from the director of sales Vicky is that Angela is on call and it’s hard for her to juggle work and personal plans/life, I’m assuming this means because she doesn’t have an actual schedule right now? So what? Answer your email at least. Then when she finally has the time in her super busy schedule to call you back she gets annoyed that you’ve kept her on the phone for an hour going over all details of your event. Then sends you a contract that does not outline what you’ve discussed and has the incorrect date for your event so when you ask for a more detailed one you get even more attitude. At this point you’re beyond mad and it’s been 4-5 days since you met in person and you need to lock this in (again, time sensitive). So you send an email again that night, this time you try to add the GM on it because he should be aware and maybe can help get things moving in the right direction. But no, you’re met with crickets again the next day and unanswered phone calls. Until finally the director of sales sends you an extremely unprofessional email full of inaccurate information and lies, let’s you know that they will not be working with you and your “hold” on your event has been released! So if you plan to have a wedding here just don’t ask too many questions or for them to give you a contract with specifics or you may be told they won’t hold your event anymore. I’ve worked in hospitality for many years and I have never seen anything be handled this way. And this is especially not the service I would expect from the Marriott. Basically the employees at this hotel (Vicky & Angela) could care less about your or your special day, especially if it interferes with their personal plans. And the General Manager, Mike Hogan, is no better considering he couldn’t even be bothered to be professional enough to return a phone call and he also allows his employees to slack off and treat potential customers this way. This was going to be a rehearsal dinner, wedding, reception, and guest rooms. It’s not like it was just some little reception. We planned to spend quite a bit of money on this event and they just threw it away. Unbelievable. Brides and...

I reserved three club level rooms at this property as we would be in town for a competition. At my recommendation, two other parties reserved rooms at this hotel. One also reserved a club level room. When I arrived at 4:00 p.m., I was immediately assigned to rooms on the 2nd floor (club level guarantees 5th floor and above). I showed him my reservation for three club level rooms. He looked puzzled and then proceeded to assign me to 4th floor rooms. I reiterated that I was paying for club level. He said, "Well, if you are worried about the club lounge, it's located right here on the main floor." I explained that I reserved that for both the lounge and the location. He then informed me that the rooms were not yet cleaned and could not offer an estimate as to when they would be. He said that my options were to take lower floor rooms now or wait indefinitely for 5th or 6th floor rooms. I said that I would wait. He said, "Okay, I'll call you when they are ready." He then just stood there for a moment and then asked if there was anything else I needed. At that point, he could have offered something like checking my bags until the rooms were ready, dinner while we waited, or a room for us to put our things and change. Nothing. I went outside and called Marriott customer service. I was on hold for a few minutes, spoke with someone, placed on hold again for nearly 30 minutes, spoke with that person again who said I would be transferred to another customer service department, and then placed on hold again for several minutes more. I then spoke with another person who listened, placed me on hold for a few minutes before coming back and saying that the hotel was very busy and the rooms I reserved weren't yet cleaned. She reiterated that there was no estimated time when they would be and offered me rewards points for my incovenience. I was on the phone for 1 hour and 9 minutes, only actually spoke with someone for about 10 total minutes of that, and there was still no resolution. I did receive a voice mail from the front desk during all of this who said that they had the three rooms ready, two on the 5th and one on the 6th. I went back to the hotel, checked in, and was given rewards points and Starbucks gift cards for my trouble. Later that evening, we discovered the club lounge was "closed for maintenance". The other party in my group never did get her club level room that she reserved....

When we first arrived, I was pleasantly suprised by how nice the lobby was and our initial impression of the room was great as well. We quickly discovered that it was a cheap pig with lipstick.

Walls are a lot thinner than usual hotel rooms; you could easily hear tvs and showers from other rooms and kids in the halls.

The staff did little to nothing to mitigate the kids running and screaming throughout the entire hotel (parents checked out for March Madness games...).

All this I can handle and wouldn't usually write, except for the worst part: The rooms are not safe to stay in. This location uses glass barn door style doors for their bathrooms. First, it doesn't close properly so you can hear and smell anything happening in the bathroom (the door doesn't actually shut... it just hangs). Ours was cheaply installed and parts of the framing were dislodged, until it just fell. The second the glass door hit the tile, it shattered into tiny pieces and shards (about the size of a marble). Glass was everywhere, including landing on and around my 1 year old son near the bed. We had little cuts on our arms and feet and spent the next hour picking tiny glass fibers out of our skin and hair. [Tried posting pictures but the glass fibers and cuts are tough to see].

The hotel put us up in a different room for the final night and offered us half off. The new room has the same style door in the room that was slightly off its track as well... we almost left but ultimately decided we would just not touch the door at all and left first thing in the morning.

Horrible situation, especially when we found out at the front desk that "that happens, they got the wrong type and size of doors". Never returning. This hotel is the result of cheap furnishings and...