Residence Inn by Marriott Monroe — Hotel in Monroe

This letter is in reference to my hotel stay at the Residence Inn located at 4690 Millhaven Road Monroe, LA on December 11th thru December 12th 2020. I checked in on December 11th at approximately 6pm and the receptionist Danielle gave me room # 116. I checked in without my family being present due to them being several hours away from arriving to the hotel.

I moved my luggage and bags to the room and immediately noticed several concerns: As I placed my luggage and bags into the closet near the bathroom I notice one of the closet doors was missing from the two door room. It appeared that the 2nd door was removed for some reason. I then noticed on the floor where the closet is located prior to the bathroom there was excessive hair in a pile on the floor. There was also a bug and/or roach near the shower. I took several pictures as evidence to confirm what I saw.

After unpacking luggage’s and bags I began to eat my food from what I purchased on the way to the hotel and noticed that there were no glasses or silver wear present in the kitchen cabinets or drawers. I opened the dishwasher to find all of the glass and utensils inside cleaned but not placed in the cabinet or drawers. I also noticed that the garbage canister underneath the kitchen sink was full of garbage. At that time I became upset with the condition and immediately called the front desk and requested a different room. I informed her of my above concerns and was told that there were no other rooms available at the same price. I then asked her if she could bring up a vacuum cleaner to allow me to clean the room prior to my family arriving. Several minutes later she brought up the vacuum cleaner and I vacuumed the entire sleeping area along with the bathroom area where the excessive hair was present. Several minutes later the receptionist Danielle knocked at the door again and she removed the garbage from the room of which it appeared to have been there for several days. She removed the vacuum cleaner as well that she brought up earlier.

What makes the entire stay disappointing was that this was during the COVID Pandemic and cleaning SHOULD HAVE been a requirement! However, from the looks of the hotel room it was clearly over looked and it clearly placed my family at risk.

I was in town for my mother-in-laws funeral and limited time before my family arrived to the hotel. I didn’t speak of the above concerns to my family because I knew they would have demanded resolution that night. Once my family arrived my son slept on the sofa and noticed that the bed sheet to the sofa had several large holes in them. My son called for a pillow and one was delivered several minutes later but the smell of the pillow was so bad that my son went to the car to retrieve the pillow we had for our trip. From the smell of the pillow it appeared that it was washed and not fully dried.

This was by far my worst experience at a Marriott Brand Hotel of which I have been a long lasting Marriott Awards member. I would rate this hotel with a 0 out of 10. If anyone is reading this letter please DO NOT STAY AT THIS PLACE! You will regret it!!! There were too many issues for one night and at check out I was told that they would advise the General Manager of the above concerns. I didn’t even ask for any incentive but I thought it would be granted based upon the...

Stay away the only reason the got 1 star is because I couldn't put 0 stars......... Ok let's start with.. I say that because I've been itching every since I left there, And have a trip to the ergent care to prove it...... I stayed there on last Friday night it was late when I checked in and I was tired so I really wanted to rest. As soon as I entered the hallway and elevator I noticed the filthiness of this property, ( Marriott should make them take their name off the building) I then entered my room and wanted to heat up my meal, bc this is a residence inn it come with a full kitchen, every utensil in that kitchen was dirty ( every one of them) so like I said I was tired so I crashed out. When I woke up the next morning I noticed I was itching so I hurried to shower as I opened one of the bath towels I saw that it too was dirty, now I'm pissed and start looking around and taking pictures of the things I saw wrong. After a half dozen gross things found ranging from sticky brown stuff on the dresser to blood spot on the wall im like I got to get out of here. So I turn on the shower and realized around the drain was some brown stuff ( unknown) . So armed with my pictures I go downstairs to see the manager. The desk clerk who had checked me in was there that morning ( Victoria she is great) hears me out apologizing the whole time, after seeing the pics she goes and gets the manager. The manager comes out. She was the most unprofessional looking individual I've ever seen ( my first thought was this cant be the manager) her shirt was dirty hair was uncombed really really just bad. So not to judge I spoke to her in the most respectful professional manner about the situation showing her the pictures. She then stopped me and ensured me that she would compensate me for this and remove this charge from my card. Well one hour later I received my check out receipt showing that I had paid full price " 186.03" ( 1 room 1 night) so since then I've been calling up the daily asking to speak with the manager but she's never at work. (But they always say that they are going to get her then ask who it is. Then they say she is gone off the property) So I get upset call Marriott customer service and tell them that this is going on and I was told by a customer service supervisor that because this is a franchised property and I am a friends and family member I'd have to take this up with the property manager directly. Well how can you do that when they hide from you. So here we are....... Now by no means am I down on Marriott because I only stay in Marriott hotels and I'm a proud "Gold Elite Member" ( yes this property treated one of there top members this way) and I know this is definitely not how Marriott operates but right now this property has placed a really large black mark on my opinion of the process. Because for this property to be aloud to treat guests this way while representing such a class top notch hospitality organization, it is truly saddening to see. With all that being said, It is my review and recommendation that nooooooo-body ever stay at this place and that Marriott sends its quality control staff there to observe the day to day operations there. I do appreciate the time you took to read this review, " BUT I SAY AGAIN...

Maybe it was the holidays...

Not sure, but the sign said that this was a Residence Inn. It appeared to be a Residence Inn. It surely did not feel like a Residence Inn. From the extended time spent during the check in process as well as not being acknowleged as a Marriott Rewards member, I thought that this was the bad part of the stay. After visiting friends in the area, I return to the room. Everything overnight was as expected and I pack the next morning to continue my trip. I go down for breakfast and then see the line of several guests waiting for hot food. At 9:00 in the morning, I expect the buffet to be stocked, not empty...especially for a hotel that appeared to be only about 20% occupied. I ended up with a bowl of cold cereal and a carton of milk. No eggs, no orange juice, no potatoes, just cereal. Two encounters with staff and Monroe Residence Inn is 0 for 2. I go to check out and encounter a wonderful young lady. She gives me my receipt and I return the room key cards and done in less than a minute. Wonderful service at check out. Final batting average is .333...not bad for baseball, but this is hospitality service.

I have been to a lot of hotels and have been Platinum for several years. This stay appears to be the exception instead of the norm. It will not change my mind about Marriott properties. I was a little disappointed in the stay, but I have been to plenty of places that were a lot worse. This was not a a bad experience, but the service was less than expected based upon the bar that has been set by other hotels within the Marriott brand and Residence Inns...