City Express by Marriott Duluth — Hotel in Duluth

Worst Experience in a hotel ever!!!! On April 3rd 2020, my girlfriend and two children 5 and 3 checked into this hotel. This was not our first time staying here. We've used this hotel for business and for pleasure. We were loyal Best Western customers with many nights logged at Best Western hotels. About 3 hours into our stay we received a call from the front desk telling us that the General Manager "called" to say", the smoke detector was going off in our room because we were smoking in the room. The young lady advised "we had 10 minutes to leave the property and the police were on their way." Confused and shocked, I went down to the desk to speak with anyone. The young lady who recognized me by face and name because of our frequency of stays reiterated what she had told me on the phone. I explained, neither of us smoke, no detector was going off, and begged her to please come to the room to inspect for herself. She advised the decision was already made and we had to leave. We left. We used points for the night, so I called customer service regarding the points and situation. While speaking to customer service, we realized that we were also charged $150.00 for a smoking fee. I explained to customer service that we don't smoke, and no detector was going off. I then explained that she may have been referring to the fresh air sensor which like any sensor can fail and at times may need to be calibrated. Customer service attempted to intervene on our behalf with no success. The GM wasn't on site. A claim was filed because we wanted our points, and money back for the lack of professionalism displayed by the individuals at this location. Neither was given. My thought is, how long would it have taken for someone to come up to the room and inspect, why would the police be called for a family of four who wasn't causing any problem nor displayed any disrespect during the situation. And for the corporation to practically say "oh well, so sorry." was the most disheartening of all. There are many hotels out there, SERVICE will always make the difference. LOYALTY to a brand makes a difference. Keep the points, keep the money. Someone else will welcome us and provide a higher level of RESPECT. Oh! I forgot the best part. Customer service spoke to a Manager, not the General Manager but a Manager who wasn't there and lied. He or she said we checked in at 1:30pm on the 3rd and the alarm went off at 6:30am the next morning. And we were asked to leave at 6:45am. So we actually checked in between 3pm and 3:30pm and were asked to leave at 6:45pm a simple check of when the customer service call came in would have confirmed that. HORRIBLE!

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I made a reservation at this hotel. Whenever I go to make a hotel he asked if they accept pets. I called 2 times on different days to find out how much I had to pay for my pet and hotel conditions. Which only explained to me how much I would pay per night for the pet. I arrive at the hotel with a clean parking lot, a clean reception area, employees with very good masks due to the protocol under the pandemic situation. Perfect Now comes the most interesting and very incredible part; to say the least. He paid for my stay and I tell him they gave me the room key. The Mr. at the reception asked him I include the $ 60.00 for the pet, he said no and asks me for the key because the pet rooms is on the first floor. I changed rooms when my husband and I entered the room was a double room. We went back to the reception and told him it was a double room and my reception was a King size bed. He told us that the King sizes they had were on the upper floors and were not for dogs. That was what there was. I told him why they did not explain that to me when I had called on 2 occasions to verify about the room and my pet. He just said I can't do anything. We all know that double rooms are cheaper and I paid for a King size which is more expensive. He only gave me a discount of $ 5.00 This was disrespectful and teasing from a customer. I have never felt so humiliated. It was all take it or go. If I got to know that we were going to do humiliation and that they were going to rob me like that, I wouldn't have booked here. To complete it, I am a small woman and the bed is so high that I cannot limit myself in it. Here I am sleeping in a...

My first of many stays here as I'm in the area for KIA training classes. The staff have been 100% great! From the front desk, to the management to the housekeeping staff I have absolutely no complaints. The hotel is kept very clean in the common areas and corridors. My room was clean with everything I needed for a comfortable stay. The towels were clean and didn't smell bad OR smell of bleach which has happened at other hotels in the past. I like the updated and modern decor both the hotel and the rooms have. The only issue I came across was the power outlet for the coffee pot did not work and I had to plug it in on the desk lamp, but that is definitely nothing to reflect my review.

Updated after my 4th stay here. The staff continues to be excellent in their duties and are extremely friendly and helpful! My company booked the wrong hotel for my latest trip and I went back to this location thinking it was where I had my reservation. Even without a reservation or credit card information from my company, they allowed me to check in (it was after 3am). There was a mixup on my checkout date and the cleaning ladies came by and started cleaning my room but once they realized I wasn't checked out, they finished cleaning and putting fresh linens on the bed. I didn't mind at all as I did not put up the privacy door hanger and fresh linens are always nice to sleep on. I'll continue to stay here on all future trips to the...