Courtyard by Marriott Somerset — Hotel in Franklin Township

HORRIBLE!!!!!!!!!!!! I had the worst check in process with my son at this place. We are local and decided to check in as a treat since we have been stir crazy. When we arrived the doors were locked, I’m assuming as a precaution, which would be fine if someone was actually there to open the door. We stood in the cold for a few minutes while knocking on the glass doors (it was 3pm which was check in time). We finally saw a small button hiding behind a cart and pressed it...no one came...we almost gave up when someone finally opened the door. Instead of being greeted by a friendly face, or an apology for our wait, we were met by an annoyed looking man named Warren.

He was curt and dismissive from the moment I said hello (and he just stared at me without answering). He even seemed to be upset after I had my son sit down while I checked us in. When I handed him my ID to check in(my valid ID that I have used to check into the hotel before) he wouldn’t take it and told me I could leave and get a refund. That was about 30 seconds into out interaction. I had to give him my car registration and insurance to back up my ID...which is crazy. Once we had the ID issue taken care of he continued to be rude and cutting me off. I very nicely told him that he was coming off a bit rude...in case it was a misunderstanding because of the mask....and he told me if I didn’t like it I could leave. I actually wanted to at that point but my son asked me to stay and I didn’t want to disappoint him. I tried to complete the check in process but he just stared at me until I finally asked what else he needed. He then told me he needed $150 for a security deposit...I guess my eyes got big (since the room was only $79)....so without a word he told me I could find somewhere else to stay! I said no that it would be fine but that I was told I paid all the fees online. He again told me I could leave. I again said no. I asked him how long until the deposits returned to me and he said five days..I didn’t respond...and then he says he could send a message to Expedia (which I didn’t book through) and cancel the room.

We finally got our keys and the list of things that we could not do (which was not listed on the site) and when I took the room key I made sure to get his name (Warren) and he proceeded to once AGAIN tell me if I wasn’t happy that I could leave!

I’m not sure why I was treated like this...we regularly check into local hotels as a treat and have never been encouraged to go somewhere else. It was almost like the staff doesn’t want to rent out the rooms but the company is making them...so they want to make it as unpleasant as they can so you leave. Why else would they be so quick to issue a refund? I was offered one within 30 seconds of interaction. It must be working because there is almost no one there.

After all of that we got to our room and were disappointed to find that the beds were hard, there were stains on the wall, the bathroom was dated, and the shower had stains all over it. Thank fully we live nearby so its not as big of a deal for us but I can’t imagine anyone staying there would want to use...

BEDBUGS and WASP NEST!!!!! DO NOT STAY HERE!!!!

I checked in on 4/18/24 close to midnight to room 533. Upon inspection of the room, I saw there was a balcony. I stepped out to the balcony and immediately noticed there was an active wasp nest outside on the balcony.

I called the front desk and Sheila Davis answered. I explained to her the situation and mentioned I was traveling with my family and my son has severe allergies, I asked how we could resolve this issue. She proceeded to make a rude comment and said “Well if you know your son is allergic then why would you open the balcony door?”. This comment was extremely unprofessional, since the only way I’d know there was a wasp nest is by having to open the balcony door and stepping outside. I asked to exchange rooms and asked for assistance in doing so. Shiela said no one would help move our items. I then asked if we may be compensated to a small degree for the inconvenience of having to change rooms and with children at almost one in the morning. Shiela refused and said we could stay in the room overnight if we’d like. I told her that was not a good option since there was an active wasp nest on the balcony. She then questioned my claims and made me feel as if I was lying because she said housekeeping checks the rooms. This must be false and I proceeded to tell her that I have video recording of the balcony showing an active wasp nest.

After a lot of back and forth, and even reaching out to Expedia (whom I booked with), I was offered $40 credit off my stay and a different room. We switched to room 208. At this point it was close to 230 in the morning. Upon checking the room, we found stains on the chair, dust, stains on the couch, and worst of all, a BEDBUG on the mattress cover. Additionally we found bloodstains underneath the mattress which indicates this room has been infested before. I called the front desk again and asked to find a solution. Sheila told us there were no rooms available and that we may check out and get refunded. At this point it’s so late at night and hotels nearby did not have any availability at this hour. Sheila offered us to return to room 533 with the wasp nest. We asked if there was anyone who could remove the wasp nest and Sheila said there was no one to help us remove it or supplies that she could give to us, such as a broom or bug spray.

We reluctantly checked back into room 533 with the wasp nest and removed the wasp nest ourselves. In the end, we were offered a full refund after all that we been through.

I do not recommend anyone to stay...

The hotel is newly renovated and very well appointed. It is clean and modern with a comfortable feel. Lisa B at the front desk is amazing and went well above and beyond to ensure that I received the room requested. She is an uncommon front desk employee who is a true professional and clearly loves providing incredible customer service. She is the sole reason I would return to this hotel.

I stayed in the executive suite and travelled with 2 children. The room itself was a nice size, however for the price per night I expected an upgrade of the decor. The door between the bath/bed and living room would not close so there was limited privacy (it looked like it was ill-hung by the contractors) and the screen door to the balcony was broken and continually fell off the tracks. Again, any Executive Suite should have upgraded appointments (per se) and everything should be perfect. Balcony furnishings would be a nice touch.

The staff itself was pleasant with the exception of the night crew. Our second night the fire alarm went off (apparently another guest attempted to disarm the one in their room) at 1:30 am and the staff gave a very insincere and annoyed “sorry” to the guests as we returned to our rooms.

The indoor pool is freezing. I have been at several other Courtyards and their pools are comfortable in temperature. This was a significant point for me as I was traveling with my children. Indoor pools are almost a necessity for us, so it was disappointing that we swam for only a short time due to the temperature.

Access to food is easy-Ruby Tuesdays is connected for lunch/dinner (food is general American and ok, service was excellent) and there is a very small bistro in the lobby for breakfast with a limited Starbucks drink menu (think coffee/tea, not frapuccinos and...