Courtyard by Marriott Mt. Laurel Cherry Hill — Hotel in Mount Laurel Township

Every business will stumble from time to time, it is how quickly we can get back to that counts. I have been a Marriott Bonvoy member for some time and stay at their properties frequently. That being said, I was very surprised at the overall condition of this property. My nightly rate was$180 and the room looked like what I expect to see if I was to go for a budget hotel. If nothing else, I expect cleanliness and great service when I over pay for substandard accommodations. The first thing that caught my eye was a half of a roll of toilet paper with a rough end touching the floor. Not what I normally see in this chain. That made me suspicious of the overall "clean" that they have spent so much effort advertising. The remainder of the room seemed ok just very dated. It was when I got to the bed part that ended my stay. I discovered bed bugs. I promptly collected what I could, photo documented one to confirm that's what I had and flushed them.

I shook out my clothes that had been on that same bed, placed them in a laundry bad and headed for the desk. I requested a manager and was informed that I was speaking to one. I explained the situation and provided the photo and the time/ date/ location stamp so that could verify it occurred there. I said I wanted to be checked out. He informed me I would not be charged and that was the end of the conversation.

Being a titanium member, I contacted customer service via email and included a photo. Given the inconvenience and the fact i now has to go wash my clothes at 9pm, expected reimbursement.

I received an email the next day that my issue would be addressed. Two days later a call came from a claims specialist informing me that their "service " discovered no bed bugs and that the room had not been occupied all week.....I was there on Tuesday. When I informed her I have not only managed decontamination of many bed bug infestations she asked if I had any photos. Well, I did attach them to my initial email. She then asked for my email... also in my...initial email. She said to send her the photos so she can place them in the"file". When I said I would include my laundry receipts, she said they will not be paid.

This is not customer service. This is an absolute disgrace to be questioned on the validity of my experience. The desk manager had every opportunity to obtain the photo and time stamp at the initial interaction. This claims specialist had my email with the photo attached and she didn't even apologize. Stay away from not only this dump but I recommend avoiding the chain in general. Bonvoy has not only gone down hill but has gutted the program while maintaining high prices and lower services during the pandemic. I am...

I am a Marriott bonvoy elite member. Due to an issue at another hotel for a business meeting, I had to book a room here last minute, while standing outside in the rain. I called this hotel to try and quickly confirm the booking went through. I selected the 'speak to the front desk' option on the phone menu, and was connected to the front desk. Despite saying I just wanted to CONFIRM my booking, I was rudely transferred to the Marriott overseas call center, with over an hour wait, which I obviously didn't stand around for. Instead, I decided to just show up. Fortunately, my booking was valid, but the disappointment continued. First and foremost, I was told right away that breakfast was NOT free, which is a major red flag- I have NEVER been told this at a Marriott property, and do NOT appreciate being price gouged for what is ordinarily free food. Also, not that I really care, but I was also not acknowledged for having elite status with Marriott. My preference for a top floor room in my booking was also not acknowledged. When I arrived in my room, the bed was slipshoddely made, and there was a tear in the curtain right at eye level. Finally, I performed my usual internet speed test, which is unacceptably slow at LESS THAN TWO MEGABITS PER SECOND, earning a failing grade. I am a professional, and this level of internet service is humiliating and absolutely unacceptable. I gave this hotel a chance despite it's lackluster exterior and was punished for it.

(here are some nice words so my review doesn't get removed: amazing wonderful beautiful tasty friendly welcoming incredible delicious...

I would like to commend the night manager Mr. ZIA. He exemplified the concept of customer service by going above and beyond to provide us with the accommodations required to satisfy our needs. Our stay (total of 4 rooms over 2 nights) was due to an unexpected death in the family. We were attending the funeral services and after the days events we retreated back to our hotel accompanied by a handful of family members and friends. We started out at the fire pit lounge area, and as the evening progressed some other guest complained about the noise. Mr. ZIA informed us we would need to leave the area if the complaints continued and we were cordial and compliant. He returned to say the complaint were continuing so he shut down the fire pit, I explained the occasion and expressed our willingness to comply. He expressed his sympathies left and returned within a couple of minutes stating that he had a room for us. The 'room' was actually an empty conference room which he allowed us to utilize without restriction for sound or time. We thanked him and proceeded to congregate and console without issue until almost 3am. We made sure to leave the room better than we found it, and again expressed our gratitude and appreciation. This could have easily been another bad experience, but for Mr. Zia finding a solution, and everyone being respectful of one another. Please recognize Mr. Zia for his ability to find solutions outside of the norm and...