Residence Inn by Marriott Neptune at Gateway Centre — Hotel in Neptune Township

My family and I stood at Residence Inn by Marriott Neptune at Gateway Centre from February 16-18 and unfortunately did not receive the services we paid for and that are advertised on the website.

Upon arrival on 2/16, I quickly took my son around to check out the pool since that was the main purpose of this quick trip - to escape the city and enjoy swimming in the middle of winter. When I walked into the pool area I noticed that the jacuzzi was tiled up and no longer operable contrary to the images shown on google and that it was freezing. I put my hand in the water to see if it was warm as the front desk attendant who had just checked me in told us to enjoy the “heated indoor pool”. The water was ice cold. I called the front desk using the phone in the pool area and the attendant said he would get maintenance to tend to it.

We went back upstairs, left the hotel to do an errand and then returned around 6pm. Once again we ventured downstairs to check if the pool was ready but quickly noticed that it was cold in the lobby and there were firemen all throughout. I asked one of the firemen what was going on and he said there was a gas leak in the pool area. I asked if we were safe being inside and he said “at this time, yes.” We went back upstairs.

At around 8pm I went back down and saw that all of the windows in the pool area were wide open and it was clear we would not be swimming that night.

At 9pm I went to give my son a bath and realized the water was ice cold. I called the front desk and was told it would be “about 15 minutes” before the water warmed up.

My kid and nephews were getting super anxious at this point since we promised them swimming for the weekend so we decided to see if we could make some s’mores at the fire pit while the hot water came up.

I sent my husband down and he quickly came back up disappointed again - the front desk attendant told him a manager had to be onsite to turn it on and they wouldn’t be available till the morning.

Once again I went downstairs and found my in laws already speaking with a women ( I assume she was Shannon, the same person who told me to wait 15 min) who said she was the manager onsite. She was not friendly or customer service orientated because she very quickly let us know “she was not supposed to be working”. I was taken back by this because if the guests at your hotel have witnessed the fire department, gas smells, and no hot water, I would assume there would be some standard protocol and management would expect guests to complain. She continued to let us know that she went to room 215 and they had hot water and we would be getting ours soon. We asked when soon was since we were expecting basic accommodations and her response was “I don’t know what you expect.” She quickly walked off to deal with another matter as if ours was not important.

Ultimately, the pool did not work for our entire stay unfortunately and the hot water finally came on at 11:40pm but I only found this out after repeatedly checking. The front desk did not answer my calls after the first call acknowledging the water temperature.

Our stay was less than average which is why I can only give one star. Management should have been more communicative with guests and kept us updated on basic amenities.

While we like the close proximity to stores and restaurants we’ll have to stay...

First let me say that the gentleman at the front desk is the only reason I'd give this Residence Inn a 1 star. Worst cleaning staff probably on planet earth.

The cleanliness of this hotel is, honestly, atrocious. And I took pictures only because I was in shock that it was THAT dirty because usually I don't care too much. The individuals tasked with cleaning the rooms clearly don't care whatsoever, I ended up changing my room not once, but TWO times! First checked in to room #228, end room all the way down the hall. Unpacked ALL my things assuming the room would be fine and quickly saw that it wasn't. You can see those pictures below. I called the front desk and explained the situation, he told me to just come pick up new keys. So I packed all my stuff back up, walked all the way down the hall, switched keys, went all the way back to the new room, #221. On the way there was a carton of scrapped food that someone out outside their door obviously for staff to dispose of, I’m assuming, with ants crawling all over it! And it stayed there even past my second time going down! Anyway, this new room was just as dirty, you can see those pics too. The bed wasn't made, used towels on the sink, opened soap, etc., and a glob of BLOOD in the toilet! I understand if maybe there's a crumb or two missed while vacuuming but all of this was a blatant lack of cleaning! Honestly the staff responsible for cleaning should be ashamed. My friend then went to the front desk and explained to him again. He seemed a bit annoyed like he didn't believe us, and my friend showed him pictures I had taken of the rooms just minutes ago and his jaw DROPPED. He said himself that the cleaning staff are something else and that he would have thrown a fit if he was the one checking in. Anyway, he gave us a new room and even came up to make sure it was clean (it wasn't!). There was sticky residue on the stove which he pointed out himself and a few other unclean things. Also some smears on the pillowcase so we asked for a new one. We didn't want to keep changing rooms so we stuck with the new one (#328). Other than that horrifying experience, the breakfast was ok. A cleanliness issue again- trays and cookware kind of all over the place, spilled coffee on the floor and stayed there as employee walked past it several times, cereal and bits of oatmeal and sugar and cheese etc all along the counters, sticky tables, honestly just pure laziness by the cleaning staff. Get a rag and wipe it up. It's quite ridiculous. Also rooms #228 and #328 have ovens in them. I haven't even gone to the pool yet because I'm afraid I might...

Good evening,

I checked into your Residence Inn by Marriott hotel today at 1:45pm. I was able to do an early checkin which I was pleased with. Upon my arrival to my room 107 a stench of cigarette smoke filled the hallway air. I was puzzled by this because I was told I had to sign a Non-Smoking policy during my checkin. I hate the smell of cigarettes because it gives me an instant headache, but this was the least of my problems. I pushed a full cart of belongings to my room and as I entered the air smelled like wet mildew. Not a small stench but a huge wet pile of mildew. I left my cart at the door and walk around the room to see why this smell lingered in the air. Come to my surprise I was greeted by a carpet full of water from a noticeable leak in one of the suites bedrooms. I couldn’t take the smell nor was the room suitable for anyone’s stay. I proceeded back to the front desk where I let the agent know along with the manager, who kindly apologized and switched my room to #207. While at the front desk a Male housekeeper was questioned about the room and to my surprise he knew about. I don’t understand why it even was assigned to a arriving guest. This was unacceptable. I knew I had a sleepover to prepare for for my daughters birthday so I gladly took the new room and proceeded up a elevator to my room. This room had a faint smell of a dirty shampooed or mildew. Unfortunately i managed only because of time and Febreeze on my side! I had no choice but to make due plus I couldn’t keep toting a huge cart and an 8month old through the halls with smoke smell and dogs barking. As we go through the room to get settled we notice dirt on comforter, sheets have some dried up fluid on the sheets of one bed and the other had dirt spots of either makeup or food. The office sent new bedding which we were thankful but this stay just started getting worse as we continued to get settled. The pull out bed had liquid stains all over the pillows. Blood residue found in dresser drawer. Bed mattress have urine and food spills all by the headboard. It was filthy. When morning arrived I proceeded to cook breakfast but there wasn’t a skillet pot so I had to call and wait for that to come, hoping to be checked out on time. During COVID the cleanliness should be A1 and it was not at all. I wouldn’t recommend anyone staying here. I will be contacting the Better Business Bureau due the dissatisfaction of cleanliness services. This is unacceptable. Please do better so that you won’t lose more...