Courtyard by Marriott Cincinnati Airport South/Florence — Hotel in Florence

Barbara at the front desk took wonderful care of us! Went the extra mile the best way she knew how, to say yes to everything our 3pax needed after a same day direct to location reservation. Found us a shower chair after the room was lacking one in room upon check in, to make up for the lack of handrails in our acccessible room bathroom. Tape to fix a power cord? Done! Towels for three people? Done without even being asked! Extra pillows requested for apnea and lumbar challenges? Done and in room prior to arrival! Five star service! We called ahead to a wonderfully friendly and knowledgeable agent regarding shuttle service and room availabilities on site to request an accessible room for three people and specifically asked about handle bars in the bathroom shower as well as hand rails surrounding the toilet and were told this was available. Note to headquarters: Please fix -lack of pop up accessibilityroom* infowindow

THE WORST Courtyard I’ve ever stayed at. One of the the things that’s attractive about Courtyard is its consistency. Well that does not hold true with this one. It’s the worst one I’ve ever stayed at. First, they oversold the King rooms and gave us a downgraded room with two queens WITHOUT ANY APOLOGY OR COMPENSATION. The receptionist seemed more concerned with getting back to her chat with her boyfriend or whomever was the man creepily lurking around at 1:00 am to talk with her. We specifically called ahead and said we’d be flying in late but we’d definitely be there, expecting to get the room we booked. There’s a reason we wanted a King. She didn’t even know how to switch our room over to a queen without charging us for a room we didn’t book. So even though we were exhausted after a day of flying and it was now 1:00 am and we hadn’t eaten dinner, she made us stand there and watch her try to figure it out for 25 minutes. Finally we insisted we be given a key to go to our rooms and not have to wait for her to figure it out. Next, the room smelled like cat pee. The TV didn’t work - kept cutting in and out and freezing. And the A/C has no fan to run consistently which means it noisily turns on and off all night to get to the desired temp. So you wake up every time it goes on. And even though it’s summer, it often came on to heat instead of AC. The beds are the worst and not up to Marriott bed standards. There were little brown stains on the sheets which looked like they COULD be from bed bugs. I kept waking up with pins and needles in my arms and legs because the hard bed was cutting off my circulation. The pillows are nothing more than seemingly 100 cotton balls rolled into this tiny sheet. They put us on the first floor right next to this door that slams shut every time anyone (guests/housekeeping) goes to the lobby which is like every few minutes in the morning. This further contributed to our terrible sleep. So naturally I woke up with a migraine, sore joints, and bags under my eyes from the bed and lack of sleep, oh and what’s with charging $4 for a 1oz bag of Fritos?????? Outrageous...

My family stayed two nights. Night one: We were in a room on the side of the highway. It was very loud with traffic all throughout the night. The fan button on the ac/heater wall controls did not work, the button was pushed in to far, so you couldn’t change the speed of the fan. Also, no rollaway bed was available upon checkin. It was a clean room. Had a small portion of the wallpaper peeling in a corner of the main bedroom. The curtains block out the light well for late sleepers. TV worked great- with internet options (Netflix, etc). Man behind the desk was very kind. When I asked for extra towels & blanket, he didn’t hesitate to get what I needed. Night two: I requested early the next morning to be moved to a room on the opposite side of the hotel. After rooms were cleaned for the day, they were able to get my family moved to a room across the hall. The sound was 10x better! Barely heard traffic at all. Our sound machine was able to drown out everything. Room was clean. Curtains block out light well. The glass shower sliding door did open (slide) throughout showering. It was odd. Pillows were all feather, no foam. Ac/heater controls worked. Tv worked great. Again when I asked for towels and blanket, staff didn’t hesitate to accommodate. My family and I sat out in the lobby playing a board game for our last night. They have cubby seating with a TV in each cubby. I think this is one of the coolest features of a hotel I have seen! My family never woke early enough to try the breakfast, so I have no feedback there. Hotel did have hot chocolate/coffee station set up at night for guests. The guest laundry was available, but the dryer was out of order. The location, while loud in some areas of the hotel, is conveniently located. It is near shopping and food. Again shoutout to all the smiling staff that provided great service to my family.
I wouldn’t mind staying here again, as long as I am on the side of the building...