TownePlace Suites by Marriott Loveland Fort Collins — Hotel in Loveland

To say we are disappointed would be a gross understatement. At 10AM, our daughter received an email stating that there was an issue with the credit card on file and that she needed to contact the hotel before 6pm or her reservation - scheduled to begin that very evening - would be canceled. I called the hotel within two hours of that message, only to find her reservation had already been canceled, reassigned to someone else, and she had been moved to another hotel 15-20 minutes away. When I spoke with Katie, a TownPlace Suites employee, she informed me it was her job to cancel reservations with declined credit cards and immediately move those guests to a different hotel since they were "over booked." This was clearly a deliberate and systematic approach - despite the email indicating she had until 6pm to respond. We were never given the opportunity to understand or resolve the credit card issue before the reservation was revoked. No call, no follow-up, no chance to provide a new card number. The hotel acted without sufficient warning because of their negligence in overbooking the hotel. This is unacceptable and not the standard of service expected from a Marriott property. Guests, especially Marriott members such as myself, deserve fair communication, reasonable response time, and the assurance that their confirmed reservations will be honored. This experience reflects extremely poor management and a troubling lack of basic customer service and accountability. My husband called TownePlace Suites as well and spoke to the General Manager, Jamie, who said it is their corporate policy to transfer guests to other locations when they overbook the hotel. Guests with declined credit cards are the first to be moved, but not the last! What good is a reservation if you cannot count on it being...

If 0 stars were an option, I’d choose it. Checked in at 9pm on 9/29 and was given a room that, very obviously, had not been cleaned. Was told they had no other rooms to give us. TownePlace arranged a room for us at the La Quinta 10 minutes away and said they would take care of everything, specifically paying for this La Quinta room and refunding our reservation at TownePlace for the trouble. La Quinta ended up charging my card (twice!) because they said TownePlace didn’t give them sufficient information to charge the account they provided. I have spent the last 6 weeks trying to get my money back, to no avail. The duplicate charge was refunded but I am still out money for a room and hotel I never wanted to be in in the first place (the rest of the wedding group was staying at TownePlace). TownePlace has stopped returning any of my communications and has shown zero initiative to make this right. I have waited 6 weeks to write this review in hopes they could help work this out, but it is clear that is not going to happen. The La Quinta room was musty, dark, and right next to an elevator and, again, not where we wanted to be. It was surprising that TownePlace didn’t choose somewhere of at least equal quality to rectify their mistake. When we did get to check in to a clean TownePlace room the next day, it was missing essential items that you expect in a room with kitchenette, like silverware. 100% recommend avoiding this...

Frankie checked me in and was accommodating and helpful giving me a lay of the land around the area. I ended up with a smaller studio room but still was fine. Lobby has coffee tea and ice water which was nice when needed. |Breakfast was basic like other reviews but it’s plenty to get you through if you’re not looking for anything special. Eggs bacon sausage fruit toast waffles the usual. Woman manning the breakfast area was very attentive and everything was perfectly in its place. |Gym is small but did the trick with 2 elliptical, 2 treadmills, and free weights. Nice outdoor sitting area with fire pit. ||My wife is picky with mattresses. They’re not the high end Marriott but definitely comfortable enough for her and the pillows passed the test. |Our room was on the busier street side. Definitely can hear the occasional motorcycle or loud truck but really didn’t bother us, if it does for you try to get the quiet facing street. |Parking right across street in small garage I’m sure a big plus in snowy winters. |I checked my folio no added charges as I read in a couple other reviews but was a good heads up to check it. |I give this a hotel a 5 in relation to the Marriott brand. If this suits your needs with additional kitchen area etc this style of hotel passed my tests. Being platinum I like the large Marriott with lounge access etc but for this trip this hotel did just fine. Hence the stars for with brand, price,...