TownePlace Suites by Marriott Las Vegas Henderson — Hotel in Henderson

I have been staying at the Marriott Towneplace Suites Henderson (Nevada) hotel (and their sister property, Marriott Springhill Suites) every month for 18 months. I calculate that I have spent over $15K since June of 2023. I have usually enjoyed a pleasant stay with a few bumps in the road. These include occasional noisy neighbors, dog feces on the sidewalk, unflushed toilets in public restrooms, smoky hallways (non-smoking hotel), breakfast dining room tables not cleared and cleaned, and unattended front desk. However, this last stay was truly MY LAST! Although I still have the need to come every month indefinitely, I will no longer give this property my business. |This is what occurred this past Thanksgiving week: I booked a 2-bedroom suite a month in advance. - requesting the 4th floor (the topmost) only to learn, upon arrival, that the 4th floor was unavailable. Even though this property’s management is well aware of my preference for quiet, a large family was assigned the room right above me. As soon I entered the 3rd floor room, I could tell that the family above consisted of small children and they were already running back and forth over my head. Feeling that this noise would abate come sleep time, I kept a positive attitude that all would be well. However, the noise did not abate throughout the evening. Even though my sleep was interrupted throughout the night, I made no complaints. The last night of my stay was intolerable. At 10:30PM, after the running back and forth, slamming of doors and dropping items on their floor, I had to make a call to the front desk. I was told that they would take care of it. At 11:30PM, after the noise continued, I made another call to the front desk. A different receptionist answered the call and assured me that they would take care of it. At 1:58AM, a loud thud over my head woke me with a start. I made a 3rd call to the front desk. I left very early with little to no sleep, vowing to never return. Then the other shoe dropped. I received an email from the property informing me that I was being charged an extra $150 for a “pet fee”. They included 2 photos of a different room as proof. I assure you that I don’t even own a dog! When I called the property to let them know that this was charged to the wrong room, I was told by Natalie that it was not in error as she had sent “proof”. I assured her that I don’t own a dog, and the pictures were not from my room. I asked if it was retaliation for my noise complaints. She then said that they had no record of my numerous calls! She also said that she had no authority to reverse the charge. As I was very friendly with another clerk, Lamar, I called back the next day to discuss it with him. He validated that I never bring a dog but that his General Manager, Lindsey, would have to reverse the charge. She would contact me to discuss. By the way, neither Natalie nor Lamar apologized for any confusion. After waiting for Lindsey’s call for a full day, I called Marriott Bonvoy Customer Care. At least THEY apologized! They opened a case and said that they would contact Lindsey directly to have her call me. After waiting a week with no call from Lindsey, I then contacted Marriott Bonvoy Elite Customer Care. They put me on hold and contacted Lamar at the property – who confirmed that I never bring a dog. They sent Lindsey a brief email, requesting a refund. FYI – I was told by Marriott Bonvoy that, although their name is on the property, it is a franchise and they don’t have access to credit me directly. It has to go through Lindsey. It has been more than one month to date, and I have never heard from Lindsey. I have disputed the charge through my credit card company. I have never received such poor customer service and the lack of response from so-called “management”. BTW, I did some research on Lindsey Simpson Nelson. She has a BA from UNLV in Hospitality Management and has been in this industry for more than a dozen years. | “Customer needs may vary, but their bias for quality never does.”...

I have been staying at the Marriott Towneplace Suites Henderson (Nevada) hotel (and their sister property, Marriott Springhill Suites) every month for 18 months. I calculate that I have spent over $15K since June of 2023. I have usually enjoyed a pleasant stay with a few bumps in the road. These include occasional noisy neighbors, dog feces on the sidewalk, unflushed toilets in public restrooms, smoky hallways (non-smoking hotel), breakfast dining room tables not cleared and cleaned, and unattended front desk. However, this last stay was truly MY LAST! Although I still have the need to come every month indefinitely, I will no longer give this property my business. |This is what occurred this past Thanksgiving week: I booked a 2-bedroom suite a month in advance. - requesting the 4th floor (the topmost) only to learn, upon arrival, that the 4th floor was unavailable. Even though this property’s management is well aware of my preference for quiet, a large family was assigned the room right above me. As soon I entered the 3rd floor room, I could tell that the family above consisted of small children and they were already running back and forth over my head. Feeling that this noise would abate come sleep time, I kept a positive attitude that all would be well. However, the noise did not abate throughout the evening. Even though my sleep was interrupted throughout the night, I made no complaints. The last night of my stay was intolerable. At 10:30PM, after the running back and forth, slamming of doors and dropping items on their floor, I had to make a call to the front desk. I was told that they would take care of it. At 11:30PM, after the noise continued, I made another call to the front desk. A different receptionist answered the call and assured me that they would take care of it. At 1:58AM, a loud thud over my head woke me with a start. I made a 3rd call to the front desk. I left very early with little to no sleep, vowing to never return. Then the other shoe dropped. I received an email from the property informing me that I was being charged an extra $150 for a “pet fee”. They included 2 photos of a different room as proof. I assure you that I don’t even own a dog! When I called the property to let them know that this was charged to the wrong room, I was told by Natalie that it was not in error as she had sent “proof”. I assured her that I don’t own a dog, and the pictures were not from my room. I asked if it was retaliation for my noise complaints. She then said that they had no record of my numerous calls! She also said that she had no authority to reverse the charge. As I was very friendly with another clerk, Lamar, I called back the next day to discuss it with him. He validated that I never bring a dog but that his General Manager, Lindsey, would have to reverse the charge. She would contact me to discuss. By the way, neither Natalie nor Lamar apologized for any confusion. After waiting for Lindsey’s call for a full day, I called Marriott Bonvoy Customer Care. At least THEY apologized! They opened a case and said that they would contact Lindsey directly to have her call me. After waiting a week with no call from Lindsey, I then contacted Marriott Bonvoy Elite Customer Care. They put me on hold and contacted Lamar at the property – who confirmed that I never bring a dog. They sent Lindsey a brief email, requesting a refund. FYI – I was told by Marriott Bonvoy that, although their name is on the property, it is a franchise and they don’t have access to credit me directly. It has to go through Lindsey. It has been more than one month to date, and I have never heard from Lindsey. I have disputed the charge through my credit card company. I have never received such poor customer service and the lack of response from so-called “management”. BTW, I did some research on Lindsey Simpson Nelson. She has a BA from UNLV in Hospitality Management and has been in this industry for more than a dozen years. | “Customer needs may vary, but their bias for quality never does.”...

I have been staying here , and their sister property, Marriott Springhill Suites, every month for 18 months. I calculate that I have spent over $15K since June of 2023. I have usually enjoyed a pleasant stay with a few bumps in the road. These include occasional noisy neighbors, dog feces on the sidewalk, unflushed toilets in public restrooms, smoky hallways (non-smoking hotel), breakfast dining room tables not cleared and cleaned, and unattended front desk. However, this last stay was truly MY LAST! Although I still have the need to come every month indefinitely, I will no longer give this property my business. This is what occurred this past Thanksgiving week: I booked a 2-bedroom suite a month in advance - requesting the 4th floor (the topmost) only to learn, upon arrival, that the 4th floor was unavailable. Even though this property’s management is well aware of my preference for quiet, a large family was assigned the room right above me. As soon I entered the 3rd floor room, I could tell that the family above consisted of small children and they were already running back and forth over my head. Feeling that this noise would abate come sleep time, I kept a positive attitude that all would be well. However, the noise did not abate throughout the evening. Even though my sleep was interrupted throughout the night, I made no complaints. The last night of my stay was intolerable. At 10:30PM, after the running back and forth, slamming of doors and dropping items on their floor, I had to make a call to the front desk. I was told that they would take care of it. At 11:30PM, after the noise continued, I made another call to the front desk. A different receptionist answered the call and assured me that they would take care of it. At 1:58AM, a loud thud over my head woke me with a start. I made a 3rd call to the front desk. I left very early with little to no sleep, vowing to never return. Then the other shoe dropped. I received an email from the property informing me that I was being charged an extra $150 for a “pet fee”. They included 2 photos of a different room as proof. I assure you that I don’t even own a dog! When I called the property to let them know that this was charged to the wrong room, I was told by Natalie that it was not in error as she had sent “proof”. I assured her that I don’t own a dog, and the pictures were not from my room. I asked if it was retaliation for my noise complaints. She then said that they had no record of my numerous calls! She also said that she had no authority to reverse the charge. As I was very friendly with another clerk, Lamar, I called back the next day to discuss it with him. He validated that I never bring a dog but that his General Manager, Lindsey, would have to reverse the charge. She would contact me to discuss. By the way, neither Natalie nor Lamar apologized for any confusion. After waiting for Lindsey’s call for a full day, I called Marriott Bonvoy Customer Care. At least THEY apologized! They opened a case and said that they would contact Lindsey directly to have her call me. After waiting a week with no call from Lindsey, I then contacted Marriott Bonvoy Elite Customer Care. They put me on hold and contacted Lamar at the property – who confirmed that I never bring a dog. They sent Lindsey a brief email, requesting a refund. FYI – I was told by Marriott Bonvoy that, although their name is on the property, it is a franchise and they don’t have access to credit me directly. It has to go through Lindsey. It has been more than one month to date, and I have never heard from Lindsey. I have disputed the $150 charge through my credit card company. I have never received such poor customer service and the lack of response from so-called “management”. BTW, I did some research on Lindsey Simpson Nelson. She has a BA from UNLV in Hospitality Management and has been in this industry for more than a dozen years. “Customer needs may vary, but their bias for quality never...