TownePlace Suites by Marriott Bethlehem Easton/Lehigh Valley — Hotel in Lower Nazareth Township

Very Bad customer Service, to the point I almost gave up on Marriott Hotels.||||I've waited over ten days to allow myself time to settle down, which will also enable the franchise company to respond to a voicemail about my experience. Before I begin, I would like to extend my gratitude to the franchise company, which will remain anonymous, for their prompt and professional handling of the issue, correcting the negative contact in a manner that is truly commendable. ||||However, this situation occurred during my stay, and I believe it should be shared with the community. Failing to do so would undermine the forum's purpose, despite the outcome being handled correctly, in my opinion.||||August 1, 2025, I checked into the Towneplace Suites, Bethlehem Eason/Lehigh Valley, PA. The room I selected was a two-bedroom suite, since I would be sharing this room with my 86-year-old mother. We had planned a two-night stay. Checking out the morning of August 3, 2025.||||Day 1 check-in: I indicated that I wished to pay for the stay with Marriott Bonvoy gift cards. I was familiar with this policy and had no problem furnishing my credit card for the room. I also used my gift cards upon checkout. This is a standard Marriott procedure. We were initially given room 204. Upon entry, I saw that both bedrooms faced a busy, truck-laden state highway. (Equals no sleep). I went back to the front desk, requested a room that did not face the highway. I was then assigned room 402 (which, if I had been thinking, was an even number so that it would be on the same side of the hotel), and went back to the desk to request again a room not facing the highway. I was advised that all two-bedroom suites were located on the even side of the hotel, facing the busy road…Oh well, earplugs.||||Day 2: No issues whatsoever, except for a stormy night's sleep. First stop: CVS for plugs. Day 2 NIGHT: came back to the hotel, trying to locate an accessible parking spot for my mother, who has mobility issues; not a single handicapped spot was open. I parked my vehicle and took her to the room, then went back down to find a parking spot on the other side of the hotel, while there I checked for either a placard or state tag to indicate handicapped, out of the approximately 15 spaces, maybe 5 had the required parking placards or tags. As I parked on the back side of the hotel, I had to pass the front desk. I informed the young man working about the situation; he indicated he would call the local police, as he could not do anything else. I thanked him..||||Day 3: Checkout: When asked about my stay, I was truthful and said that sleep was awful due to the highway noise, which made it impossible to sleep well. I asked about the handicapped parking the night before, the clerk checked the log, and no mention of contacting the police was made. I then asked to change the payment method to my Bonvoy Gift cards, the front desk clerk tried to enter my card on her side of the counter, then came over the my side of the counter and tried on the credit card machine, she manually entered the number and questioned the expiration date, which I replayed, it only has a PIN, she then tied on her side again, then stated I had to contact corporate, their system did not allow them to do this. I asked if this was a Marriott system, and she again said I needed to contact corporate. I asked her to call someone who knew how to do it.||||She left and went to a room where the issue was in plain view. She then spoke to another employee, who came out prepared for World War 3, stating that their system could not fulfill my request and advising me to take it up with corporate. As I tried to explain, the first employee was attempting to enter it as a credit card, I was suooshed a few times and then as I tried to speak again, I was give the fingers to the thumb sign, that she was talking and not to interrupt her, again suooshe, after giving up hope of getting a word in edge was, so upset I said a couple of things unprofessional myself, but felt I need to get my point across.||||Very unprofessional, and yes, on my part as well, for my remarks. Again, the franchisee listened and took notes, hopefully rectifying the problem. However, I will not stay at that property again, to avoid that manager or...

Most recently, I stayed at the Towne Place Suites on 3800 Easton Nazareth Highway, Easton, Pa 18045; arrival Friday 18 June 2021 and departure of Sunday 20 June 2021. During my brief stay in room 315, I neither had a functional phone system nor an operable commode the entire stay. During the brief time I occupied the room, 4 different individuals (3 on Saturday alone) had to come to the room to remedy the same situation with the commode. An issue that was reported by the previous guest, but remained unresolved; therefore subjecting the next guest to a Health and Safety issue. Saturday evening, I contacted the front desk via my personal phone, a 3rd time in less than 24 hours, to report the continued issue. At this time I requested a different room and expressed the situation was unacceptable. To add insult to injury the General Manager Kenneth Nerger, who took my 3rd call, accused me of being disrespectful towards him. I dissected the details of his subjective perception, advising him my volume was controlled not amplified and no vulgarity or profanity had been used and until I was falsely accused, my tone was soft. I then continued by pivoting back to the objective that had not been met, the lack of an operable commode. Kenneth's next reaction was appalling! He chose to avoid and deflect by informing me I was staying as a guest under the Friends and Family and he would report me and ensure my family member would be reprimanded for my conduct. He could not verbalize to me what conduct he was referring to because as previously stated control and my choice of words were professional, despite the position I, as a paying guest at a Marriott Bonvoy property, was placed in. His suggested resolve; to repeat the same measures from the 2 previous Marriott Representatives by plunging the toilet again, for a 3rd time, in less than 24 hours and leave the plunger for me to do for the remainder of my stay. Kenneth's unprofessional choice to address me in a condescending and patronizing manner, suggesting that the type of rate I was privileged to warranted acceptance of not just a health and safety issue that was not previously resolved before using the room for another guest stay, but I also needed to accept the less than subpar customer service that was being rendered...by a General Manager. Kenneth choose an unacceptable subjective stance rather than embody and represent Marriott Bonvoys' mission To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences and 5 core values: Putting People First Pursuing Excellence Embracing Change Acting with Integrity Serving the World Furthermore, considering the room rate seemed to have been utilized by the general manager as a hindrance to my having a safe travel experience, I made the request to decouple my room from the Friends Family and place either under AAA, military or full rate, as I have used for previous stays over the years with other Marriott properties. To no avail, that was not possible. However, regardless of a guest rate, NO GUEST should have to experience such inconveniences exposing sensitive privacy continuously and then be subjected to biased treatment from any staff member, especially from one that is in management. Nor should an employee utilizing the Friend and Family privilege be expected to be accountable for the lack of professionalism of any Marriott Bonvoy staff during the stays. Kenneth Nerger's e-mail communication to me on 20 June represents his lack of accountability, responsibility or positive resolution and continued to deflect. As a customer oriented enterprise, remaining committed to ensuring staff and especially management embody core values, leadership principles and maintain updated sensitivity and unconscious bias training ensures customers have a pleasant experience and continued positive feedback to attract potential customers. This travel experience...

On the outside, there is no protective roof or overhang if one needs to load or unload luggage and hanging clothing. One would be exposed to the elements, meaning rain or snow. The main entrance is small compared to other properties, and not well marked. The lobby area is tiny, reminded more of a small motel entrance where one goes into a small reception area. There was no visible ramp, except for a makeshift wooden ramp, 2 1/2 feet wide, that connected curb to street level. This made for a difficult transition from car to the paver sidewalk leading to the main entrance. Speaking of those pavers...using a luggage cart on those is an unpleasant experience. The vibrations they cause on the luggage cart can be a problem for luggage. Inside, the actual room was quiet, thankfully. That's a plus. However, some issues. A/C and Heater unit would not operate without cycling on and off. The fan position will not work unless there is demand on changing the temperature. Once the temperature has reached equilibrium, the fan shuts down. Ten minutes later it turns on again. This went on throughout the night. Moving on...the cleanliness. Yes, bathroom was spotless and surfaces were clean and floors vacuumed. However, the carpeting and bed skirts showed signs of ground in dirt. My wife spotted this and remarked about it to me. The digital TV set inside was small in proportion to the room size. It should be larger. The upholstered chair was also dirty looking and the bed skirts not only looked dirty, but had stains on them. No towel racks inside the very small bathroom sink area. Near the shower part there were racks supplied for folded bath size towels. If you are not a smoker, be aware that some smokers would block an outside side door just standing in front of the that side door in the front. When having to use that door, I'd have to say "excuse me," and then walk through a cloud of cigarette smoke. Just as a reminder, this is not a "hotel" in the traditional understanding. It is a hotel like structure for long term housing. Therefore the guest is not going to have a similar experience as a hotel experience. Breakfast was fine, with a few hot items. Cereals though are dispensed in one of those plastic reservoirs where you turn the handle to dispense. Not in an individual small box like some other chains provide. Coffee always available. Other items, such as bagels, bread, English muffins, available. Oatmeal looked a bit watery. ...