TownePlace Suites by Marriott Erie — Hotel in Millcreek Township

I rarely post reviews and will only do so for an exceptionally great or poor experience. I RARELY complain about anything but this experience has been so bad that it warrants a review. I booked the hotel through the BonVoy app for two nights. I let the hotel know we were arriving at approx. 10:00 p.m. when the reservation was made but noticed my Mobile Key was still not active at 7:55 p.m. so I sent a message to the hotel through the "Chat With Us" area of the app to get an update. The only response was an auto response that somebody would respond shortly. Nobody responded so I sent another message at 8:30 p.m. but again no response. We arrived at the hotel at 11:15 pm and the person at the front desk, who was nice, said words to the affect that the hotel was going through an upgrade and the Mobile Key feature doesn't work until check in. Odd, but okay. I was then told that they only had two rooms remaining so they "upgraded" me to a two room suite which seemed very nice being a Platinum Elite member. The employee at the front desk then told me that the room doesn't have any blinds because they were sent out to be cleaned but he was happy to give me sheets that I can hang across the windows (not kidding!). He lowered the nightly fee to $186 for the inconvenience. It was 11:15 pm and after a 6 hour drive we wanted to sleep so we just went to the room. Upon entering the room we found the blinds on the sofa and beds and hanging supplies (hooks, clips, rods etc.) on the table, counters and sofa. I wish I could upload the pictures that I took to truly capture the scene. My son and I were exhausted so we simply moved the blinds and went to bed. Once in bed I could hear people in the room above walking around; every footstep was a thump and the floor (my ceiling) was creaking with most steps. I was also able to hear people talking through the walls. The next morning I spoke with the girl working the front desk to say the room isn't worth $186 and that they have to do something more. She looked at notes that were left from the previous shift and said that the room we were assigned "was removed from service for maintenance" and that they already discounted the rate. She acted like I should be grateful that the rate for the room "removed from service for maintenance" was lowered. I let her know that I was going to complain to Marriott and she could care less. I read previous ratings prior to booking this hotel and wish I had followed the advice of those who rated this hotel a 1 or 2 star property. If I was staying additional nights then I would absolutely check out and look for a new hotel. I like Marriott properties and won't let this one experience change my view of Marriott but this property needs some serious help. Look...

During our stay at the hotel while my mother-in-law was in her final days at Saint Vincent Hospital, I encountered a significant issue with the billing. After our departure, I noticed discrepancies between the hotel bill and the charges on my credit card. On July 4, 2025, at 9:00 AM, I reached out to the hotel to address these concerns, but the representative I spoke with was exceedingly condescending and rude, which only heightened my frustration. Not only did he refuse to identify himself, he even warned me about my emotional state and threatened to disconnect the call, which he ultimately did. ||I sincerely apologize to the Towneplace Suites for any inconvenience I caused you during this difficult time following a significant loss in my family. I now realize billing is such a nonchalant issue at the Towneplace Suites and discrepancies between the printed bill and the charges on my credit card are such a trifling matter.||The central issue with this hotel is evident: gold card holders with over 330,000 points may encounter significant challenges when disputing credit card charges. Those affected should be ready for a lack of support from the hotel staff.||Despite receiving a bill for a specific amount, guests may find that their credit card is charged a higher figure. This discrepancy often leads to an unproductive dialogue with the hotel, raising concerns about the transparency and reliability of their billing practices.||Such experiences prompt serious reflection on the hotel's commitment to customer service and ethical financial dealings. The apparent unwillingness to address billing disputes undermines trust and raises questions about the overall integrity of their operations.||I will be informing Marriott of my decision to join the Hilton Honors program. I was pleasantly surprised to discover the exceptional quality of service at Hilton Hotels, especially since my loyalty to Marriott dates back to 1995. I have reached Platinum status twice and Gold status many times in the past. Throughout my experience, I have never encountered a Marriott employee who was rude or disrespectful to customers, who are, after all, the ones contributing to their salaries. It is crucial that the individual in question be reassigned away from customer service responsibilities or...

During our stay at the hotel while my mother-in-law was in her final days at Saint Vincent Hospital, I encountered a significant issue with the billing. After our departure, I noticed discrepancies between the hotel bill and the charges on my credit card. On July 4, 2025, at 9:00 AM, I reached out to the hotel to address these concerns, but the representative I spoke with was exceedingly condescending and rude, which only heightened my frustration. Not only did he refuse to identify himself, he even warned me about my emotional state and threatened to disconnect the call, which he ultimately did.

I sincerely apologize to the Towneplace Suites for any inconvenience I caused you during this difficult time following a significant loss in my family. I now realize billing is such a nonchalant issue at the Townplace Suites and discrepancies between the printed bill and the charges on my credit card are such a trifling matter.

The central issue with this hotel is evident: gold card holders with over 330,000 points may encounter significant challenges when disputing credit card charges. Those affected should be ready for a lack of support from the hotel staff.

Despite receiving a bill for a specific amount, guests may find that their credit card is charged a higher figure. This discrepancy often leads to an unproductive dialogue with the hotel, raising concerns about the transparency and reliability of their billing practices.

Such experiences prompt serious reflection on the hotel's commitment to customer service and ethical financial dealings. The apparent unwillingness to address billing disputes undermines trust and raises questions about the overall integrity of their operations.

I will be informing Marriott of my decision to join the Hilton Honors program. I was pleasantly surprised to discover the exceptional quality of service at Hilton Hotels, especially since my loyalty to Marriott dates back to 1995. I have reached Platinum status twice and Gold status many times in the past. Throughout my experience, I have never encountered a Marriott employee who was rude or disrespectful to customers, who are, after all, the ones contributing to their salaries. It is crucial that the individual in question be reassigned away from customer service responsibilities or...