TownePlace Suites by Marriott New York Brooklyn — Hotel in New York

I would like to share about my experience when I stayed here as a guest. I saw how good the reviews were, so I expected it to be pretty good but the hotel staff was so rude during my visit. The lady, Adjoa greeted me at first and gave me a room right next to the elevator upon early check in. When I had been in the room for less than two hours, (because I had to sit down and eat food after having just arrived with all my luggage after traveling far and not eating a single thing all day), I started noticing that the room was not quiet because you could hear the elevator each time. I’m a light sleeper and didn’t have ear plugs on me so I decided to ask the front desk if I could be moved. The hotel staff didn’t offer to switch rooms at first but asked me if the room had been used, which I thought was odd to just ask this but I said it hadn’t, I only sat on the bed. They then told me they had NO ROOMS available left (this was not even at 3pm, check in time), and I checked their website (see pic) there were clearly available rooms, so they lied! They asked to “inspect” the room since they said they needed to make sure it could be turned over. Okay…but that isn’t my issue, you have extra rooms so why don’t you just let me switch rooms? The guy who came in to inspect en rudely says I should have told them earlier as though he was questioning whether or not I was telling the truth??

Then when the manager finally offers the room switch she gives me a basement room, which had a weird stench so I asked politely if there were any other options.

She went back to the front desk telling them I didn’t “like the room” and so they were able to “find” a room for me then somehow lol.

Everything was okay for me up to this point although they made it a situation when it was simply nothing but a room switch which most hotels would have easily done in a heartbeat. I was really tired/exhausted and just wanted to lay down somewhere.

Then when I get the new room, guess what? There are TICKS. (See pics)

This is a pet friendly hotel so keep that in mind that it doesn’t seem they really sanitize the showers well, so make sure you inspect your bathrooms.

So I ask to get another room. It was at this point when I went down to get the new keys Adjoa, suddenly changed her demeanor from positive to negative, and she rudely says “You should have told me about the room earlier instead of waiting to say somethings wrong.”

Ummm….what? All I asked was for a simple room switch because I noticed the elevator noise after being in the room for a little bit (I realized it after 1.5 hours so the hotel gets mad at me for this?!?)

This has probably been the least professional response to a simple room change request I’ve had at a Marriott hotel. Rather than just do the room switch, staff didn’t want to bother turning over the room because it’s extra work for them…I mean if accommodating guests is such an issue for you then maybe you shouldn’t even be operating. Would definitely not recommend this hotel if you’re looking for accommodating and professional hotel staff. At $250+ a night (ridiculous price for this area of Brooklyn), please do yourself a favor and find somewhere better/cheaper and in a...

I originally wasn’t going to provide feedback but after my checkin experience I feel the need to inform Marriott considering how much I’ve traveled and chose to stay in a Marriott chain hotel.

I checked in via the app and requested early checkin. When I landed I never received word if the room was ready so I messaged through the Marriott app on my phone. The rep stated they would reach out via phone to inform me when the room is ready. I never received a call. Therefore I called the hotel and a gentleman picked up. He asked for my full name and proceeded to leave me on hold for about 5 minutes with no follow up. I hung up and called back. A lady picked up and stated she both called and messaged me. I told her I didn’t receive either & that a gentleman left me on hold for 5 min. She commented in a passive aggressive manner “Well, I guess I’m sorry”.

During check in at the front desk there was a lady by the name Adjoa. She clearly had an attitude from beginning to end of the checkin process. I have a feeling it was her on the phone when I called back a second time. Another gentleman who appeared to work there arrived towards the end of the checkin process but didn’t say anything. Every opportunity she had she came off inappropriate: She requested my ID & I handed it to her in her hand. She returned it by sliding it on the counter back to me. Typically, you hand back in the manner you received it. Same applies to currency.

She asked me if I’m here on business and pleasure and I asked her why is that important. She rolled her eyes and commented my company is listed so I responded to put whatever.

She provided my room keys and slide them to me without making eye contact and commented “make a left” of the elevator.

In every Marriott I’ve checked in before; the reps have most definitely been pleasant and even Thanked me as a customer and my loyalty. Adjoa didnt nor could careless.

I’ve stayed at this hotel a few times now and don’t recall seeing her. I’ve definitely spent enough money in Marriott in general and at this location with the elevated rates. Im not exactly sure what was wrong with your representative but there is a definite opportunity for customer service skills training. Her approach is a perfect example of how not to treat your customers.

After reporting to Marriott; they responded the mgmt team from the hotel would reach out. I’m...

This is the worst business travel experience that I have ever had in almost 30 years of work , and I book a significant amount of travel both domestically and internationally. While this Hotel is relatively new, the accommodations were not in fantastic shape. My primary complaint is the clear lack of customer service and front desk training that I encountered.

After a very bad check in experience trying to adjust my stay to a shorter period, I having to speak with the owner of this franchise hotel who instructed her staff to do so (it is not corporately owned by Marriott). I should add that I was not the only person that evening that had a bad experience with the same desk clerk (I recorded our encounter to ensure that the situation was properly documented). When I checked out I asked for my invoice to be emailed, which was a mistake because I did not receive it. I called back two days later and was assured they would email it, which they never did, nor did they indicate that they really had not checked me out.

I called back today to get a copy of my invoice for a three day stay and was informed by the desk clerk that I was still in residence and being charged for my 20 day stay. I explained the situation to which she stated she thought I was being "ugly" because of my irritation with the fact that the clerk at my checkout time had told me he properly changed the reservation record to reflect the correct stay period in the system. This hotel was charging me like I was still in the room, which they clearly knew I was not in, as it is registered to another customer. She did call the owner and refunded the difference in fees to correct the issue, but not without being totally unprofessional and even hung up on me when I asked if she had everything figured out.

It turns out that whomever I spoke with was the only competent, albeit surly desk employee of this hotel and was able to rectify the matter. Obviously the NY travel market is a busy one and people can stay where they want but I would suggest that the owner/s of this Towne Suites create a training program for their staff to make future experiences a smoother experience and represent the BONVoY branding significantly better than what I experienced as a...