Residence Inn by Marriott Long Beach Downtown — Hotel in Long Beach

Definitely won’t stay here again. This hotel has different policies than Marriott. Before checking in my husband called the hotel three times to ensure I could check in because the reservation was in his name & I would be arriving a lot earlier than him. He wanted me to be able to check in before he arrived because I came from EST. He was told three times it wouldn’t be a problem because he added me to the stay. Well upon my arrival I was told they needed the card because of fraud. Wait you have the card through an online booking that has the same name as the guest. He called three times & not once did anyone say I needed the card or he would’ve made sure I had the card at check in. I understand the fraud policy of this particular hotel (not a Marriott policy) but they would’ve let me use his card to check in. I said I can scan a different card for the fee of market place purchases but they wanted the card for the room. As a bonvoy Marriott member I’ve never had an issue with any Marriott needed a card for anything other than market store fee for an online booking. The clerk did offer to keep my bags & for me to sit in the lobby unfortunately the lobby stinks so bad of cheap cologne that I couldn’t take him up on the offer. The hotel has one of those diffusers & it’s probably on the highest setting so it was odoriferous. I instead waited in the car for my husband. While waiting I got looks from other guests like I was a homeless person sleeping in the hotel parking lot. The stares & glares from the guest made me feel bad for even hanging out in the parking lot to wait. It was after nine pm before my husband arrived so I waited over five hours to check in when they could’ve simply told him on one of the three calls that I would need the card. So for me with the time change it was after 12 pm EST before I could finally relax. Only a few employees were super nice & helpful. The breakfast was subpar & didn’t taste right. They did have one fruit & yogurt so at least I got something. Most of the staff wasn’t very friendly or helpful, the good morning came off fake. Four employees were amazing a young lady on morning shift, a young man on over night, the security man & the wonderful housekeeper for the eighth floor were personable. There was a fire in the hotel that disturbed other guests & some that were in our group. They said it smelled on there floor & after the blaring alarm at 2am they couldn’t go back to sleep. Unfortunately the one day we needed our room clean it didn’t get cleaned (regular cleaner was off & two other workers were on that floor) they just skipped our room. The regular housekeeper made sure we had toilet paper, toiletries & exchanged towels with us. When the housekeeper found the next day that our room didn’t get cleaned she offered to do it but we declined because we were relaxing in the room. We stayed for six days & not once did we feel like a valued guest. The bed was horrible & needs to be replaced. The rooms are outdated & smell musty. Our room was clean. The GM did apologize for the mishap at check out, but didn’t offer any points or anything. No other apologies were made even when we both complained about lack of communication of policy during any of the THREE CALLS THAT WERE DIRECTLY MADE TO THE HOTEL. There I would not...

I booked 2 rooms for 6 nights at this hotel under the military/government rate. With my kids, I arrived a day early to explore the area and requested access to one of the rooms for inspection before check-in. The manager kindly showed us the room, and I was initially satisfied. However, things took a turn when the manager asked if I was there on business. I explained that I was not, and from that point, the experience went downhill. She informed me that the hotel only allowed bookings for business purposes and didn't offer any discounts for veterans. This was surprising, as in the past, I have stayed at various hotels, including Marriott, and have always received a discount. The manager clarified that other Marriott hotels might offer veteran discounts, but unfortunately, this particular one did not.The manager did mention that I could book with a AAA membership card. However, as soon as I presented it, she casually dismissed the option and insisted that I had to apply online. In any other hotel, a manager would have provided assistance or directed me to a business center for help. But instead, I felt dismissed as if I was trying to deceive them. To make matters worse, this happened in front of her staff, which added to my discomfort.

What aggravated me further was that I had already pre-paid for the rooms, yet the manager's attitude didn't reflect the level of service I expected. Rather than causing a scene in front of my children, I decided to request a cancellation of my stay.

As if the situation wasn't disheartening enough, the manager then decided to show me the "fine print" regarding policies for active duty members of the military. This information was already known to me, and it was puzzling why she chose to display it after I had already canceled my booking.

This level of unprofessionalism and lack of consideration is unexpected, especially from someone in a managerial position. I had hoped for a more welcoming and accommodating experience, but unfortunately, it fell short of my...

I recently had to evacuate my home in Los Angeles due to the wildfires, and my employer kindly arranged a reservation for me at the Residence Inn Long Beach Downtown. Prior to this, I had stayed at a Marriott in Manhattan Beach after my initial evacuation, where I was not charged a pet fee. When making my reservation, my employer called the Long Beach Marriott Residence Inn and was assured that there was no pet fee, which influenced the decision to select this location for my stay.

Upon check-in, I was provided with my room key and asked to place a card on file for incidentals, with the understanding that the temporary $100 hold would be refunded at checkout, assuming no additional charges were incurred during my stay. However, later that day, as I walked through the lobby, a concierge approached me and presented a form to sign, notifying me of a non-refundable $150 pet fee. This charge was applied to my personal card, which I had used for the incidental hold, not the card used for the original reservation.

This situation is deeply troubling, as I was specifically informed there would be no pet fee. Moreover, charging such an additional fee under these circumstances is both unreasonable and insensitive. A friend of mine, who was also displaced by the fires, stayed at a nearby Westin and was told that they were waiving all pet deposits in light of the emergency situation—this is the kind of compassionate response I expected. Charging evacuees extra fees, especially those who have already endured such hardship, is neither ethical nor compassionate.

I would also like to mention that no 'discount for displaced individuals' (as is being advertised currently) was extended to me, despite the note on my invoice stating "Eaton Fire".

I trust that you will reconsider this charge and work towards a more empathetic policy for guests in similar...