Residence Inn by Marriott Cincinnati Midtown/Rookwood — Hotel in Norwood

The only thing good about this place was the location. The breakfast staff was friendly, and so were some of the housekeepers. Naudia, who works at the front desk, was very unpleasant during our entire stay. Her unwillingness to ensure we had the handicap-accessible room in which we ordered was devastating. When we asked to speak to her manager (a heavy-set lady), she was very unpleasant as well. We ended up paying a fee to upgrade our room to get the style of the room we originally paid for. I then see the two ladies' hi-five as they talk about how they gave us the more expensive rate for the room and how they lied about the availability of the additional room we needed so they could upcharge us. This hotel was recommended to us, so I hate that we had such a negative experience. We will never stay here again. Aside from that, when you stay here MAKE SURE YOUR ROOM HAS BEEN PROPERLY CLEANED! We found hair in all of the bathrooms and some of the kitchen drawers. When using the pull-out couch in one of the many rooms we booked, there was cereal and toys underneath the mattress. The rooms had not been properly cleaned or sanitized. Every encounter with Naudia and some of the staff beyond our first day was highly unpleasant. It was as if she had told others to treat us unkindly. Seeing her every morning and night was antagonizing as she mean-mugged my family and I. As a doctor and business professional, I do not recommend this place for the...

I’m a Titanium Elite member who travels frequently and typically chooses Marriott properties for their commitment to safety and service. Unfortunately, my recent experience at the Courtyard & Residence Inn Cincinnati Midtown/Rookwood was both disappointing and concerning.

Despite Marriott’s stated security protocols, individuals who were not listed on my reservation were allowed to check into rooms I had booked—without my knowledge or approval. One guest was able to check in before I even approached the front desk, and yet the hotel has refused to acknowledge this lapse or offer any accountability.

As a female traveler, I rely on hotel policies to ensure safety. In the past, even my husband has been denied access to a room unless explicitly listed, so this experience was not only inconsistent but alarming. When I raised this issue, the response from hotel management was dismissive, inaccurate, and ultimately closed without resolution.

I reached out in hopes of resolving this matter respectfully and privately. Instead, I was met with justification and a refusal to take ownership of what could have been a serious safety issue. I expected more from a Marriott property, especially one that boasts high standards of service.

If guest safety is a priority for you, I’d suggest staying elsewhere—or at the very least, demanding clearer communication and accountability from management...

Staff was not accommodating and manager Kelly was so rude! My husband, mother-in-law and I arrived on Sunday to check her into the hotel and to make sure that my room would be available and all set for Monday. My husband was having major surgery on Monday and we told them I may or not be staying in the hotel that night to which they said it was all taken care of. On Monday I called the receptionist to make sure once again to let them know I would be staying at the hospital with my husband. After a long sleepless night, I come to the hotel on Tuesday so I can rest and freshen up to find out I didn’t have a room. I showed them my confirmation emails, receipts, told them about their staff telling me everything was all set. Then comes Kelly, the manager, with no hospitality initiatives, she has such an attitude towards me and tell me my reservation was cancelled, she can’t offer me another room because they were fully booked and that I must have called an 800 number on Monday not the reception at the hotel. That’s it. That same night, my mother in law goes to her room and her key wasn’t working. Even though she had been checked in, her belongings were in the room already since Sunday! She went downstairs to fix the problem. This is not something either one of us wanted to deal with during a...