Renaissance Montgomery Hotel & Spa at the Convention Center — Hotel in Montgomery

Hotel is very "OVERRATED, and OVER PRICED" Will probably NEVER stay here again. I arrived early and requested an Early Check-in, but upon arrival at the hotel, was told that the room still wasn't ready. I'm a Marriott Rewards Member, and this was a special occasion; I was surprising my daughter to celebrate her birthday...what a DISAPPOINTMENT, with the exception of the Spa (top notch, Jacqueline was great!) There is NOTHING luxury about this hotel. I found out after Check-in, that CONSTRUCTION was being done throughout the hotel on EVERY floor! When asked why this information wasn't given prior to arriving, the young lady just looked at me with a "crazy" look as if she was just as surprised. The other females at the front desk were not so friendly, except for the female manager. We went shopping and returned, getting ready to actually Check-in this time, only to find cardboard boxes throughout the hallway on the floors, then, apparently, NOONE read my requests, because I recall asking for the room to not be near the elevator, and yes, you guessed it; as soon as we stepped off the elevator, there was our room. Hallway was very noisy and walls very thin. Here goes the DISGUSTING and UNACCEPTABLE issues. Air wasn't working properly ( put thermostat on 62 and it should've had ice hanging from the ceiling at that temp, but it was HOT! RUST was seen throughout the room on the light fixtures, door hinges, doorknobs, lamps, and so forth. A note was left by Lynn stating that she ensured the room had been properly prepared and cleaned for our stay...a LIE! Room was sooo DUSTY, like it hadn't been cleaned in years, and dust was so thick throughout (lamp fixtures, area where coffee maker was, wood above head of bed, and so on,) that I could "literally write my name." All furniture was "dated and dirty looking."

Upon Check-Out, the manager (Chester Fausnaugh ) was very friendly and had such a great attitude, even with all of the complaints. He seemed very concerned & willing to hear about our experience. He did credit part of our stay, and didn't ask what we wanted him to do. I did explain that it's not about the amount of money spent, but rather, how important information, about the construction, not being mentioned on the hotel's website, or not being told after having contacted the hotel and having spoken to someone at the front desk & reservations. I would not consider this Marriott hotel as "luxury." The Renaissance at Ross Bridge is a REAL LUXURY hotel. I suggested to Chester that training is a MUST with following up with housekeeping after customers have checked out and PHYSICALLY do a walk-through upon check-out. I hope the management staff & its team can embrace this feedback as a means to bettering their customer service skills from reservation, to check- and check-out, so that ALL customers, whether it be Reward Members or not, be given an EXCEPTIONAL and MEMORABLE GUEST...

The hotel can be so much more if the housekeeping staff fulfilled their responsibilities, the front desk staff were more customer service focused and oriented, and the hotel is better maintained. My husband and I stayed at this location from 07/08 to 07/10. |Upon arrival, it seemed like a really nice hotel and comparable to the Renaissance in Ross Bridge where we stayed prior to our arrival. Unfortunately, it pales tremendously in comparison to the Ross Bridge location. Please refer to attached pictures of the unclean/dirty bathroom, broken bathroom fixtures, unexpected bug guest, in our room.||After checking in and being assigned to Room 917 at approximately 9pm, we discovered our bathroom had not been cleaned in a while. The commode had a ring which was evident it had not been scrubbed for some time, there was shower scum build up on the shower door, and previous occupant water marks and other residue in the sink. We had to basically relocate ourselves to the new room because they only had 2 attendants available and after a 45 min wait no one came to assist with relocating us. It was after 10 pm.||We were then relocated to Room 909. This room was just as dirty and a bit worse than the first room, #917, because this room’s commode included the ring and stains from the previous occupant(s). ||We were relocated to Room 525 by the manager on duty. He tried to provide some compensation by assigning us to a larger room but it was closer to the outside band area (much noisier) and the view of the fountain was now obscured by the front entranceway. So, the third room was noisy, less of a view, AND the bathroom tissue paper holder was broken from the wall and the light switch plate was cracked/broken. It was around 11 pm at this point and we were weary from traveling. I went to the front desk and informed the young lady that the bathroom fixture and light plate were broken. She said okay and that she would inform the manager. We never received any communication or acknowledgement of this problem. ||The next day we experienced no hot water and an unexpected visitor, a bug, crawling up the side of the lamp. We contacted the front desk. The building engineer came up and he informed us that we should run the hot water from the shower, sink, and tub to force the hot water to our location because it has to come up from the basement. Isn’t hot water suppose to just flow to your hotel room from whatever location it is based in the hotel? He was about to leave when I asked him about taking with him our visitor, the bug??? I handed it to him in a napkin. ||The hotel owner and management team really need to evaluate and improve many things in this hotel before I would stay...

The hotel can be so much more if the housekeeping staff fulfilled their responsibilities, the front desk staff were more customer service focused and oriented, and the hotel is better maintained. My husband and I stayed at this location from 07/08 to 07/10. Upon arrival, it seemed like a really nice hotel and comparable to the Renaissance in Ross Bridge where we stayed prior to our arrival. Unfortunately, it pales tremendously in comparison to the Ross Bridge location. Please refer to attached pictures of the unclean/dirty bathroom, broken bathroom fixtures, unexpected bug guest, in our room.

After checking in and being assigned to Room 917 at approximately 9pm, we discovered our bathroom had not been cleaned in a while. The commode had a ring which was evident it had not been scrubbed for some time, there was shower scum build up on the shower door, and previous occupant water marks and other residue in the sink. We had to basically relocate ourselves to the new room because they only had 2 attendants available and after a 45 min wait no one came to assist with relocating us. It was after 10 pm.

We were then relocated to Room 909. This room was just as dirty and a bit worse than the first room, #917, because this room’s commode included the ring and stains from the previous occupant(s).

We were relocated to Room 525 by the manager on duty. He tried to provide some compensation by assigning us to a larger room but it was closer to the outside band area (much noisier) and the view of the fountain was now obscured by the front entranceway. So, the third room was noisy, less of a view, AND the bathroom tissue paper holder was broken from the wall and the light switch plate was cracked/broken. It was around 11 pm at this point and we were weary from traveling. I went to the front desk and informed the young lady that the bathroom fixture and light plate were broken. She said okay and that she would inform the manager. We never received any communication or acknowledgement of this problem.

The next day we experienced no hot water and an unexpected visitor, a bug, crawling up the side of the lamp. We contacted the front desk. The building engineer came up and he informed us that we should run the hot water from the shower, sink, and tub to force the hot water to our location because it has to come up from the basement. Isn’t hot water suppose to just flow to your hotel room from whatever location it is based in the hotel? He was about to leave when I asked him about taking with him our visitor, the bug??? I handed it to him in a napkin.

The hotel owner and management team really need to evaluate and improve many things in this hotel before I would stay...