Courtyard by Marriott Hamilton — Hotel in Hamilton

If I could give 0 stars for this hotel I would. I stayed at this hotel on May 4th - May 5th. On May 5th at 10:44am, I was on their elevator along with 5 children ranging from the ages of 3 to 10 and 6 adults including myself. The elevator was going down and all of the sudden the elevator started to free drop and the inner doors busted apart and jammed between the shaft. Parts from the door that broke flew into the elevator and cut my foot and another ladies foots. We pressed the emergency button and held it down with no one from the hotel responding. My 11 year old daughter was up in our room on the 4th floor with her soccer teammates and I called her and told her to get to the front desk and let the staff know to call 911 because the elevator had just crashed. She did as I told her to and her and her teammates went to the front desk and told them to call 911 and the hotel staff told them no that they would handle it. As seen in the picture below, if the hotel staff had tried to handle it, the inner elevator door that caught the floor and was holding the elevator from falling anymore could have slipped and caused the elevator to come crashing down even more. We all waited an additional 10 minutes and still had no one else on the other side of the elevator tell us what was going on. I had to call 911 from inside the elevator to get the fire department there to help get us out. After an hour in the elevator (what felt like a life time with 5 crying and scared children) a very very hot elevator, the Hamilton Fire Department turned the power off to the elevator, pryed a door open just enough so that they could lift us out of the elevator since it was stuck about 3 feet below floor level. NO ONE and I mean NOT A SINGLE staff member of the hotel was there when all 11 of us were pulled out of the elevator by the fire department. NOT ONE and I mean NOT A SINGLE staff member came to check on us after this event took place. We (the ones in the elevator) had to go to the desk. I had to notify them that my foot was cut open. I had about 15 minutes till checkout and I asked for a new room key since mine was left in the elevator that we were stuck in. NOT a single staff member asked if I needed help with my bags from my room. I had to make 2 trips up the stairs with a bleeding foot to the 4th floor to get my bags out of the room. Here we are today May 6th and it took me contacting the head guy of the hotel. I called to let him know what had happened. He told me he knew what had happened and he was sorry. Not even the head guy operating this hotel called to check on all of us that were stuck on the elevator that broke. They are treating this like it was a stalled elevator. THE ELEVATOR BROKE... 2 people had cuts from flying parts....the fire department had to pry it open and lift us out. I would not recommend this hotel to anyone EVER! I understand things like this can happen but the way it was handled and is still be handled is a joke!

08/03/23 - 4 YEAR LATER UPDATE!! I am now terrified of elevator but I can live with that fear. What makes me really mad about this situation was the response I got from Matthew Nash to this post! It was nothing but lies! I was looking at my old google photos and videos today and came across this date. My 11 year old daughter at the time video taped everything!! There was NO managers or hotel personnel on either floor. Videos show that! There were not hotel workers when we were pulled out....Video SHOWS that!! It was an elevator accident that NO one at your hotel wants to admit to! Also, the front desk did tell my kid not to call 911 bc they had someone there at the hotel who was going to fix it...guess what That is on VIDEO also.

Best of Luck to anyone who stays here and...

We were at this hotel for a soccer tournament over the weekend of May 3rd-5th. Friday night a couple of the moms got stuck on the elevator when they called for help the front desk blamed them and questioned if they were letting the kids play on the elevator. Sunday I boarded the elevator on the 4th floor to go down to check out. The elevator had 10 people total. Two men, 4 women(including myself) and 5 children ranging in age from 3 to 10. We were going down stopped at the 2nd floor. The doors close and we start to head down to the first when there is a huge bang and jerk and the inside doors bust open and apart and jam between the elevator and the shaft. Bolts and pieces flew out when the doors busted and cut two of the women’s feet where they were wearing heels and sandals. The kids are immediately in hysterics and we push the emergency button. We were able to call another parent and have them take the stairs to tell the front desk what happened and to call emergency services. Someone eventually came up and told us NOT to call 911 as they were going to fix it. They clearly did not understand their elevator broke! So we call 911 ourselves after waiting 10 mins. Kids are still understandably upset and there is no ventilation in the elevator so it is getting very stuffy and hot. Firemen finally arrived and were able to get the outer doors open and to move aside the broken interior door to create maybe 2-3 ft gap. The elevator is about 3 ft below the floor so the firemen have to pull us up and out of the elevator. We get pulled out and there is NO ONE from the hotel there to check on us and take any sort of statement or to even check if we’re OK! We take the steps down to the front desk to tell them what happened and see what would be done about it and the staff are just completely nasty and saying that it’s above their pay grade and they’ll take our info and someone will be in contact with ya! Again not a single are you ok or I’m sorry you all went through this ordeal! A complete dismissal of a very upsetting event. This all happened Sunday May 5th around 11 am. I waited all day to see if anyone would reach out from Courtyard Marriott and all I have received was a generic generated email with a receipt asking how my stay was!! Completely unacceptable and honestly mind boggling how the entire situation was handled. We are looking into filling a formal complaint with BBB to look into the elevators maintenance record and to get an incident report from the first responders. Completely negligent and poor management. If you stay here I would highly recommend the stairs and do not let even your pre-teens or teens take an elevator by themselves, I would have been even more distraught if one of our soccer girls were on that elevator alone without adults to...

Stayed here 2/5/19 to celebrate my anniversary with my husband. Something close to home as we have small children that stayed with a relative but took our 10 month old twins with us. I usually check the room before we go in, but my husband had gotten the room early in the day without me and checked it out so I assumed all was good. That was my mistake. We didn't get in until late, so I just turned on a movie and fell asleep once the babies did.

Didn't notice anything unusual until the next morning. Went to breakfast about 9am. Came back up maybe a half hour later and right on top of the sheets is a bed bug. I freaked out and immediately went downstairs to alert the desk clerk. Came back up and started checking/ packing items . Husband had captured it in a glass with a diaper wipe sealing it inside and put it in the sink. House keeping comes, a young man and a middle aged woman, and he proceeds to check the mattress but finds no evidence. They take the glass, tell us to speak to management, and leave.

We finish packing by 10, head downstairs. The young man is at the desk, but as soon as he sees us, he leaves. I ask to speak to a manager, the woman at the desk asks me why. I inform her, and that the gentleman that just left is who told me to speak to someone. She follows him to ask.

She comes back a few minutes later to inform me that what I found wasn't a bed bug. I assure her it was. She says the gentleman says he doesn't think it is, I again assure her it is and if they still have it I'd be glad to pull up a picture for comparison.

She offers me $50 off. I was kind of shocked as that still leaves me having to sanitize everything we brought, 2 car seats, a playpen, and my car that's going to haul all our possibly infested items. She argues that they don't know where it came from (insinuating that I brought them with me?) and that since the mattress showed no evidence that was all she could do. I argued that they live in carpets and wood and so only checking the mattress isn't even going to help.

I informed her that I felt she was calling me a liar, or that at the least the gentleman was, and that I was going to end up spending the rest of my day ensuring I didn't bring anything home with me. After about 10 minutes of back and forth she said she would make sure their cleaning team would look at the room and refunded our charges.

In none of this did anyone ever apologize to us. They were extremely defensive and immediately resorted to calling us liars. An apology can go a long way to avoiding such confrontation and I would hope in the future their employees will be better trained in how to handle a similar situation, or at least avoid calling a customer a liar to their face over such an already emotional situation. I will not be...