Residence Inn by Marriott New Haven Hamden — Hotel in Hamden

I encountered unsafe conditions at this hotel. Management did not care and just brushed me off. First, the room was not properly prepared when I checked in late at night. When I entered the room, I noticed little fur balls all over the living room carpet. The bathroom was bare. It lacked all amenities like soap, lotion, and extra toilet paper. Most of the towels were gone. Second, the bottom of the toilet seat had not been cleaned. It had lots of diarrhea stains on the underside. It was quite disgusting, and I had to clean it without proper cleaning agents or disinfectant. Third, the kitchen was not properly prepared. The entire paper towel roll was gone, and the counter top lacked normal amenities, e.g. dishwasher detergent, dish cleaning sponge, kitchen towel, etc. I had to go down to the front desk multiple times to get all the missing bathroom and kitchen items.

The next day someone burglarized my room. When I returned to my room the next night, I noticed that my portable monitor was flipped down and moved. I also noticed that someone moved all the power cables on the desk. I thought that maybe the maid came in, but no one cleaned the bathroom, emptied the trash, or vacuumed the carpet (remember the fur balls?). The burglar also searched my two suitcases. All my stacks of clothes were moved about. The thief was probably looking for something valuable. The thief also searched my large bag in the restroom and stole my medication.

The next day I explained everything to the front-desk manager and chief engineer. They said that they would check the door lock and video cameras. No one followed up with me later that day. The next morning, I found the chief engineer and asked for an update. He said that he and the manager looked at the video cameras. Only the maid had gone into my room for 2-3 minutes to inspect it. The maid claimed that she did not take anything. The engineer noted that it was weird for the maid to inspect my room the day after I checked in, but he could not do anything. I wrote a follow-up email to the general manager, and she assigned it to someone else. That person replied that they checked the video cameras and found NOBODY entered my room. Inconsistent stories, so someone is lying.

Finally, the side exit door from the stairwell to the outside does not always close tightly and lock. When I exited the building, I noticed the door ajar several times. I have stayed thousands of nights at all sorts of hotels all around the world, sometimes in not-so-safe locations. Yet I have never suffered theft. I understand that theft can occur; however, I am appalled by the uncaring attitude of the hotel staff. No one followed up with me. No one cared about the theft or the unclean room. They just went about their business as if nothing...

I recently had the opportunity to stay at Residence Inn following a baseball tournament, where I had made a reservation through a third-party platform, Expedia. Unfortunately, my arrival at the hotel was met with a disheartening experience that left me disappointed and dissatisfied with the level of professionalism exhibited by the hotel staff, particularly the manager, Jennifer. Upon arriving at the hotel around 10pm, I was informed by the receptionist that my reservation had been canceled. I expressed my surprise, as my reservation was made for a check-in time of 3pm. The receptionist promptly contacted the manager, Jennifer, who took approximately 10 minutes to arrive and address the situation. Jennifer informed me that the cancellation was initiated by the hotel and that they had notified Expedia, the booking platform I had used.

I questioned Jennifer about the timing of her communication with Expedia, to which she responded that she had sent an email at 6:19pm. I expressed my concern regarding the hotel canceling a reservation on the day of arrival and the untimely nature of their communication. This exchange left Jennifer at a loss for words and displayed a lack of professionalism on her part. Her demeanor during the conversation was disrespectful and unhelpful.

Fortunately, I was accompanied by other family members who had booked two additional rooms at the hotel. With their assistance, I was able to secure a room for myself and my family. However, this situation inconvenienced another person who had to adjust their plans accordingly. Despite these circumstances, the manager, Jennifer, showed little concern or empathy for the inconvenience caused.

In light of my experience at Residence Inn, I must express my disappointment with the level of professionalism demonstrated by the hotel staff, particularly the manager, Jennifer. The mishandling of my reservation, lack of timely communication, and Jennifer's disrespectful attitude were not reflective of the quality of service one would expect from a reputable establishment. I hope that the hotel management takes this feedback into consideration and implements measures to ensure that such incidents do not recur in the future, thereby maintaining the reputation of the hotel as a preferred accommodation...

I booked this hotel for myself with a room block for my guests for my wedding weekend. I called and was in contact with the front desk the Wednesday prior to my Friday and Saturday night reservation. In my own mistake I forgot to check in again on that Friday. Despite having a room block and being in contact with the hotel within the same week, they charged me a no show rate for Friday night and cancelled my remaining reservation, thus leaving me with no accommodations the night of my wedding. I did not receive a phone call from them and simply was notified by the credit card charge Saturday morning (the morning of my wedding). I called the hotel at 5 am on Saturday and they told me that I no longer had a reservation and that the hotel was completely booked, regardless of my intact reservation 4 hours prior. I asked the front desk to contact their manager and was told that the manager did not understand my concerns and there was nothing they could do. I was then advised to call back at after 7am because "more experienced staff would be working." When I called the hotel at 7am, I was told that they cancelled my no show charge, but if I wanted to have a room there on my wedding night they would have to reinstate my no show charge and pay the current daily rate for Saturday... a price increase of nearly 200 dollars. I eventually had to physically come to the hotel instead of getting ready for my wedding to in person communicate with the front desk and confirm my reservation. There was never an apology or a recognition of excess strain, the only solution they offered was waving taxes and fees for the Friday night no show rate, while still charging me current daily rates for Saturday.

When rates mirror the Omni New Haven Hotel, The Study at Yale, and Hotel Marcel, you expect the same level of service. Book...