Residence Inn by Marriott Lexington City Center — Hotel in Lexington

Marriott's customer service, management and policies are terrible. Final billing errors and overcharging clients will leave a nasty impression for sure! Unfortunately, my initial impression of the Marriott brand has been deflated. My husband and I travel throughout the world and regularly choose familiar brands which are lead competitors of Marriott. We are loyal to another brand and wanted to try Marriott for a change. I do regret wasting my money with this corporation. The billing mistakes were minimal, but the management of a client complaint was atrocious.

The day after checkout, I reviewed the final bill which was sent via email. I had pre-reserved parking via Expedia for $15, the bill charge was $19. This really is not a big deal since these type of discrepancies between hotel and travel agent can happen. I also noticed a beverage charge of $5. We did not order any beverages nor use anything from the room.

I contacted the Lexington location directly and the receptionist stated that the parking fees were correct and that the beverage charge was for a bottled water taken from the room. I informed her that we did not use nor take the the water from the room and it would never be a consideration for us since we always pack our own reusable bottles. She informed us that they do not issue refunds for "items missing from the room" and that "they don't trust the guest, but rather count on housekeeping to provide correct information." What?!?! It baffles me that a large reputable corporation has such an ignorant policy.

I sent an email to customer service complaint depart and they stated the same policy and with complete disregard for client experience. Honestly, I think this is probably a regular occurrence. They have developed a way to scam their guests with one last indisputable charge. It's a scam! If they are having issues with mistrusting their guests, they should allow the guest the opportunity to review room conditions prior to departure.

The property in Lexington is very nice with wonderful amenities, super breakfast and in a great location in downtown. The staff at the front desk were welcoming and the room was great. The property itself deserves high stars, but this terrible interaction needs to be documented somewhere.

Well, my husband and I, and extended family, will avoid the Marriott brand for any future stays. Marriott needs to recheck their business policies and treat their clients with respect. I lost $9 , but I gained insight as to how a corporation can quickly ruin...

UPDATE: Let the record show I was charged twice and calling back to get this fixed have wasted about 2 hours and counting of my life that I’ll never get back. ——————————————————— So much to unpack here, not sure where to start..

CHECK IN: Brooke was nice. She checked us in pretty quickly and gave us cookies lol. Cookies were decent. Soft and just put out at 4PM. We got there at like 5.

ROOM: I enjoy Resident’s Inns because the studio vibe. Kitchenette with stove, fridge, and microwave — even when you don’t use it, it’s nice to have. Full sofa that pulls out to a full or queen bed. Bed, vanity, bathroom — all nice.

Room ISSUES: Room One: HEAT. It was a whopping 51 degrees when we walked into the room. We immediately turned on the heat and waited. After about 15 mins. It went up like 2 degrees. We ran to target, came back and it was at 61. Called the front desk and was advised to turn it up to the highest setting (82 degrees) and it should kick on faster. First time I turned on the stove and over it to keep warm. We Left again for dinner, came back and it’s at 69. Waited an hour.. nothing. Engineers came up and said “infrared shine to the vent shows 74 so it’s working and to wait a little longer. Finally, we called the front desk again and they said they needed to move us. They tested the heater in the new room and said it worked before we headed up, so that was nice. Room Two: HOUSEKEEPING. Not sure how often rooms are cleaned but I’m use to daily. If it’s not daily, hotels need to consider adding that to their check in talk tracks. There is one baby body of lotion, conditioner was empty. Expecting the room to be cleaned and restocked the next day — so no big deal. No one came by so now on night two, we have heat but no new towels, lotion, or conditioner.

HOTEL PROS: In theory, moving past the issues inside the room, the hotel itself is nice. There was complimentary breakfast, plenty of areas to lounge, work, and watch sports. Also, their gym was incredible. Plenty of equipment and space. They even had a cool...

Long but insightful review. Location: Great but can get noisy. Environment: Nice entrance of the lobby, covered parking, Clean, Spacious and welcoming Rooftop Infinity: Nice atmosphere. Food quality is decent Rooms: Nice but thin walls Breakfast: Medicore. Staff: Friendly but could use more customer service skills. Not recognizing their customers by face or name especially after they have been there for over two full months, no effort in getting to know your long-term guest. Now Curtis in the kitchen is different story, he is a pure riot. I adore him. Curtis is the absolute highlight of my mornings. He is the true definition of customer service. He is kind, vibrant and just overall a pure delight. He is the reason I really stayed. The sales manager, Laura Mckinely not good at all Housekeepers: Very Medicore. I have OCD so I keep the room very clean & organized on my own. They couldn't do the bare minimum of putting up the iron or blow dryer which I started leaving on purpose just to see if they really did anything other than pick up towels and take the trash out. I believe they would look at my room and see I was clean, so they didn't bother doing anything not even refilling the shampoo/bodywash, etc. or vacuuming. Now for my real issue. I stayed for 30 days and needed to extend for an additional 30 days. The manager stated he had to wait on the sales manager, Laura. However, when I contacted her, she says there is no available rooms (there is an event coming in town). But when I go on the website and when my company goes to book on my behalf what do we see available rooms. Now where she went wrong is first, not caring about a pre-existing customer and giving false info about the...