Residence Inn by Marriott Mt. Laurel at Bishop's Gate — Hotel in Mount Laurel Township

Zero stars. Wrote to GM and have zero written response. Have Marriott for life status - currently platinum with renewal and 51+ stays. I am never using Marriott again after this experience. Below are my concerns and exact email that was sent to the GM. Zero follow up from them or Marriott.

I am writing to file an escalated complaint regarding a series of unprofessional and unacceptable experiences during my recent stay at the Residence Inn Mt. Laurel. What I experienced was not only poor service — it was dismissive, disrespectful, and outright demeaning.

Misleading Mobile Check-In and Unprofessional Behavior

I arrived at the hotel at 10:00 AM, the time indicated by the Marriott mobile app for check-in. After waiting in line, I informed the front desk associate that I had checked in via the app the day prior. Her response was, “There aren’t any rooms.” I expressed confusion, at which point she restated that nothing was available. When I referenced the 10:00 AM check-in time shown in the app, she laughed and said rooms wouldn’t be ready until noon. Her tone was irritated, and the laughter was inappropriate and unprofessional.

Disrespect During Attempted Feedback

Later, I returned to the desk to voice a concern about how I had been treated. The same associate stood beside the Director of Housekeeping and again behaved disrespectfully — mocking me with exaggerated expressions and body language, and interrupting me with statements like “I have witnesses.” I was not being aggressive; I was calmly trying to express frustration about the tone and treatment. I was seeking acknowledgment, not confrontation. Instead, I was humiliated in front of staff and guests.

Mishandled Service Request Involving Biohazard Cleanup

The next morning, as I was checking out, my dog unexpectedly had a diarrhea accident by the back exit door. I immediately went to the front desk to report it and requested assistance — specifically because the carpeted flooring required proper cleaning tools. I was told, “No, but I’ll bring you a bottle.” What I was handed instead was a spray bottle and some paper towels — nothing more. No gloves, no sanitizing materials, no support. I declined the bottle, as she came sprinting down the hallway to hand it to me.

Multiple staff members were standing at the front desk at the time, yet none of them offered to help or intervene. I asked to speak with a manager and was told, “I’m the highest person available, I am a supervisor.” I requested to speak with someone above her. She told me she was busy. I said I would wait. Still, no one apology offer from yesterday, NOTHING!

I was left alone to clean a biohazard mess on my hands and knees with only paper towels. I did my best, but I struggled to remove all of it from the carpet. The response I received was not only unacceptable — it was unsanitary, unsupportive, and in direct contradiction to the standards Marriott claims to uphold.

Vanessa did come down the hallway, with the chief engineer to review the situation. I explained what happened. Vanessa asked me if I called her a name, because the staff was claiming I did. I said absolutely not, you can 100% review the tapes.

Request for Review and Resolution

This stay was not just disappointing — it was degrading. I did not feel like a guest. I felt dismissed, embarrassed, and unsupported. I am requesting the following:

A formal review of the front desk interactions, including surveillance footage of all events described.

A full explanation as to why the mobile app displayed 10:00 AM check-in if rooms were not available.

An apology from property management and Marriott corporate.

A reasonable resolution reflecting the mishandling of both guest service and health/hygiene protocols.

I have been a loyal Marriott customer for years. I have never encountered such poor treatment. This experience has seriously damaged my trust in the brand and I am 100% considering throwing out my years invested with Marriott and influencing my organization to remove ties with this company over this...

Although my room was a decent, generic, one-bedroom suite, there are reasons I will avoid this property during my next long stay in Mount Laurel.

No bottle of water or Bonvoy points were offered upon check in - customary for Lifetime Titanium Elite.

In an acknowledged pre-arrival message to the hotel, I requested a foam pillow which never arrived during my nine-day stay.

Downmarket clients! If you value quiet, do NOT stay here. Several loud arguments / fights late into the night, children yelling, dogs barking. NOT a business class property conducive to rest or work!

• Housekeeping is nearly nonexistent. Four years after the pandemic, it is well-past time to return to normal levels of service. Like most business-class Marriott properties, even though rates have NOT gone down, housekeeping services continue to be reduced. Housekeeping was supposed to be provided every other day (instead of daily). However, due to inadequate Housekeeping “service”, my room was cleaned exactly ONE time in nine days. Unacceptable. I did not get to just pay 1/9th of my bill. The hotel makes it difficult and inconvenient and gets exactly what the strategy aims for – reduced costs at the expense of loyal guests • No housekeeping services on Thanksgiving – my scheduled every other day service. No problem. I went to the desk the following day (Day #3) at 1pm and asked for my room to be serviced as I was leaving early for work. 1pm! The desk associate hemmed and hawed before telling me it was “too late”! Too late? At 1pm? The ONLY acceptable guest service answer at that point was “I’ll make it happen” • VERY limited housekeeping services so one is supposed to put trash in the hallway, yet it stays there ALL night. Bags placed out before 6pm remained after 8am the following day. Fail • Housekeepers failed to respect 1) a specific request made at the front desk AND 2) or a “Do Not Disturb” sign on my door. Because I was schedule to work nights, upon check-in I requested to have my room serviced only after 2:00 pm. I ensured a “Do Not Disturb” sign was hung on my door during the day but was still woken up by Housekeeping at 11:00 am!

After using up the tiny bottle of dish soap, I went to the desk and asked for another bottle. Totally unsurprising that there wasn’t a single bottle behind the desk! The Associate promised me she would find one and bring it to my room. Equally unsurprising that a bottle was never delivered. I ended up leaving dirty dishes in the sink upon departure.

A single small waste basket in the bathroom. No trash receptacle anywhere else in the suite – including the kitchen -- which would have been useful.

VERY limited television channel selection.

The property is neglected, including daily basic cleaning. Trash remained untouched for at least the NINE days I stayed. See associated images. The property could use both an overall refresh and daily attention. A peanut M&M remained on the carpet in a main hallway for three days – until it was crushed and scattered. Trash on the floor around full receptacles. The guest laundry room, fitness room (trash and no towels stocked), lobby, hallways, courtyard, and parking lot all need to be attended to daily.

Security is lax. See attached image of a water bottle propping open a rear entrance.

Consider ways to improve the quality and variety (fruit, cheese for the eggs, cranberry juice) of the breakfast buffet. Spend more than the bare minimum on food. Staying more than 130 nights a year at Marriott properties, I have experienced good quality, excellent tasting breakfast offerings, including soft, delicious, scrambled eggs. Serve good-quality, great tasting breakfast selections. Except for Thanksgiving Day the breakfast buffet scrambled eggs were rubbery and dry. (Thursday’s were moist and delicious! Whomever cooked Thursday’s needs to do them every day or show everyone else how to do it.) The prepackaged, reheated omelets were awful!

Although I love animals, most days I was on property, loudly barking dogs were disruptive and not conducive to either...

HORRIBLE HOTEL AND STAFF

Wrote a letter to corporate asking for help with a resolution to a moldy and broken down hotel with terrible staff. Below is their reply.

Dear Marriott Customer Care,

I hope this letter finds you well. I am writing to express my extreme dissatisfaction and disappointment regarding my recent stay at the Marriott Mount Laurel from January 5 to January 7. Unfortunately, my experience was far from the high standards I have come to expect from Marriott.

During our stay, my party and I encountered several concerning issues that significantly impacted the quality of our visit. These issues include:

Presence of Mouse Trap in HVAC Room: It was disconcerting to discover a mouse trap in the HVAC room. This raised serious concerns about cleanliness and overall hygiene standards at the property.

Lack of Hot Water in Majority of Rooms: A significant number of rooms did not have hot water, making our stay uncomfortable and inconvenient. This is a basic amenity that one would expect from a reputable hotel chain like Marriott.

Absence of Drain Stoppers for Bathtubs: In multiple rooms, there was no drain stopper for the bathtub, preventing us from enjoying a basic amenity like a bath.

Pervasive Mold in Bathrooms: Every bathroom we inspected had noticeable mold issues, and it was disheartening to find this pervasive problem throughout the property. We should not have had to inspect over a dozen rooms to find one with an acceptable level of cleanliness.

Furthermore, my interaction with your staff, particularly with Mr. Pam Pwajork, only added to the frustration. Despite being promised a refund for one of the nights and a substantial amount of points for a future stay, Mr. Pwajork failed to honor these commitments. Instead, I received only 20,000 points, which is not even sufficient for a single night.

I took the initiative to share my experience through a review, but the resolution provided was inadequate, leaving me unsatisfied. As a loyal Marriott customer, I believe it is essential to address these concerns promptly and appropriately.

To rectify this situation, I kindly request the following:

A Full Refund for One of the Nights as Initially Promised. Sufficient Points for a Weekend Stay, as Initially Promised. An Investigation into the Subpar Conditions at the Marriott Mount Laurel to Prevent Similar Incidents in the Future.

I trust that Marriott, as a brand known for its commitment to excellence, will take immediate action to address these issues and ensure the satisfaction of its valued customers. If necessary, I am prepared to share my experience through various review platforms to bring attention to the shortcomings in the hope of fostering positive change.

Thank you for your prompt attention to this matter. I look forward to a swift resolution.

Good afternoon, Jaime,

Thank you for contacting Marriott about your stay at our property in Mount Laurel. I apologize about your experience you had at our property. I reached out to the Manager who offered to give you 20,000 points and confirmed it was completed. Our room point value is about 15,000 points per night per stay.

The manager also accommodated you and your party with an upgrade from a studio to one of our two bedrooms for your stay due to the inconvenience. There is no additional money or points owed for your past reservations. If you have any questions, please reach out to me at my credentials below.

If you choose to stay with us in the future, please feel free to contact me directly, I would be happy to assist you and your family on a future visit. Once again, I apologize for any inconvenience this may...