Residence Inn by Marriott Greenville Downtown — Hotel in Greenville

I was surprised about the cleanliness of this hotel. It actually look like I was walking into an imaginary Photoshop world. Everything was SO perfect. They truly care about the appearence and upkeep of the establishment. The company-provided photos were no exaggerating, as it ACTUALLY appeared as tidy IRL! Shoutout to the maintenance personal! Sometimes when you are looking at photos of apartments, houses, restaurants, or even hotels the only available pictures are from the owners/management. These photos often portray picture perfect, squeaky-clean rooms and amenities in hopes to lure your bu$ine$$. The saying "pictures are stronger than words" is true. Your brain can process visual imagery thousands of times faster than words. However for those who are not fooled by the photoshopped touchups submitted by the owners/management, the next step is READING reviews. This is the part where disinformation can be spread... Especially from people whose only review is of said product and the "review" is a simple five stars with no actual critique. This entire product gets more suspicious as the only photos you have are from the management and you have five or six "customers" leaving five star reviews {albeit said product is their solo review}.

Besides the visual aesthetics, the employees were friendly and provided great customer service. They seem to enjoy helping the guest AND working there. The service was professional, polite, and courteous and I felt at peace. The Valet drivers were respectful and gave me the lowdown that there was a parking garage that I could park my car and walk to the hotel rather than pay for them to park my car. Honesty!!!! Other places would rough you up for having an alternative option to park your car. No pressure from this Residence Inn! 👍👍👍👍

I used the room service twice during my one day trip here. Both times the items were delivered within two minutes of request (and I was on the fifth floor). Even my blanket request at 0400 was delivered with a smile. Awesome!!!!!

Random findings: *They had silverware!!!! *The microwave buttons give me a little chuckle. The start button is shaped like a "play" button you press when watching videos on any streaming platform. *Speaking about streaming services... Any streaming service that you sign into with their Internet TV is automatically logged out at checkout. This is a nice reassuring comforting feeling to know your personal credentials is wiped-clean.

Next time I am in Greenville I will stay here for sure! Grade A for...

Do not book at this hotel! I had a reservation booked for Oct 3rd-5th that was already prepaid and I spoke to an agent about potentially cancelling for a refund because we unexpectedly had family staying with us from the recent hurricane. The agent named Ronald said sure, you can cancel up until Oct 2nd. I said great. Then he went ahead and cancelled the reservation. I then asked him when and how do I get a refund? He stated that there was no prepayment on the account. I said I told you that at the beginning of the call. He continues saying there's no prepayment when I am looking at the bank charge while I am speaking with him. He then proceeds to tell me that he can rebook and I can put a card on file. I said but that means I will be charged double; what I already paid and a new charge for the room. I ask to speak to a manager and from there it is just a runaround. The manager tells me that I contacted customer service and not the front desk at the ACTUAL hotel. So I then call the hotel and I repeat the same story for the THIRD time. The person then proceeds to tell me that I have to call back in the morning. I say, but then I run the risk of losing the room and my money. She says I'm just the operator, let me transfer you to the front desk. So I get transferred to the front desk and repeat the story for a FOURTH time! This person then proceeds to tell me that they are just front desk and would need to get their manager. I'm then routed to an answering service! Now I'm attempting to call back and the line is just ringing, ringing, ringing. And when it is picked up, the person hangs up the phone immediately. So now I can't speak to anyone. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. I NOW DO NOT HAVE A ROOM NOR DO I HAVE MY MONEY BACK. I am going to try and contact my bank to get it back that way. DO NOT BOOK AT THIS HOTEL. THEY WILL TAKE YOUR MONEY, LEAVE YOU WITH NO ROOM, AND THEN RUN AWAY FROM YOU WHEN YOU ATTEMPT TO CALL BACK! Disgusting customer service and I've been a Marriott Bonvoy member for a very long time. No longer. I will NEVER book with them again. The absolute worst experience I have...

The Front Desk Manager, Kate Moore is by far the worst Marriott employee I have ever experienced. She is rude has no customer service skills. She spoke to me as if I was beneath her. I feel sorry for those who work beneath her because by the way she treats her customers I can only imagine how she treats her employees. It is Wednesday in the middle of the week. I have done nothing in my room except sleep in the bed. I am picking my son up from Clemson today so I decided to come a day early and stay here because I am a Rewards member and I have always had a awesome Marriott experience. However; when I asked Ms. Moore if there was anyway I could get a late check-out because I found out I cannot pick up my son until 5pm. Ms. Moore said the absolute latest I could check-out is 12:30. My son plays AAU basketball we travel and stay at Marriott hotels almost every weekend for four months. I know how late check-outs work. The check-I’m time at this location isn’t until 4:00. I spend a lot of money with Marriott traveling and I have always had a great customer service experience anytime we have ever had a late game the Managers have always been willing to help me get a later check-out. There is absolutely no reason why she could not offer me a later check-out. I know 2 is the latest time. I also know it’s to get the room clean however I have done nothing except sleep in the bed literally so she was being spiteful. The sad part is she is the Manager and should be doing everything she can to satisfy her customers and help them have a pleasant experience so that they will return. After speaking with her I am disgusted that Marriott would chose to hire someone who speaks to her customers as if they are beneath her. Maybe she’s racist and that’s why she wouldn’t help me now days you never know. All I know is she could’ve gave me a later check-out it is Wednesday they are not fully booked for the evening. I WILL NEVER EVER STAY AT THIS LOCATION AGAIN. I hope Ms. Moore learns that to be a front desk manager you should lead by example and treat each and every customer with respect. She need customer service...