Residence Inn by Marriott Oklahoma City Northwest — Hotel in Oklahoma City

THE GOOD:

Near decent Dining and Shopping options. Near major highways. The property is fairly new. The towels were always clean. The room was spacious. The hot water was always working. The kitchen had high quality non-stick pots and pans, which is rare in extended stays. Common areas were clean. Grounds were well kept.

REVIEW:

I was in OKC for a work assignment and my employer decided to put me up in this hotel. I checked in on May 2nd, 2024 and stayed until May 15th, 2024. This is easily the worst Marriott property I have ever stayed in. From the moment I arrived at the property, most of the staff didn't even look like they wanted to be there, including and ESPECIALLY the front desk. I had a hint from that initial first sign of indifference that this would be the entire theme of my hotel stay. And boy was I right.

LACK OF CONCERN IN ADDRESSING ISSUES:

The day I checked in, I recognized that the TV in the room was malfunctioning all the time, showing every guest name and room number except my name and the room in which I was staying in. When I told the man (a bald African man) at the front desk, he looked annoyed and stated he would "write it down" but I knew just by his body language and irritability that nothing would get done about it. Fine. But I knew at this point that should I have any real issues during my stay, I could not rely on the hotel staff. Later on during my stay, the internet and cable just completely stopped working. But I was too mentally exhausted to try to get the staff to care in the first place. Especially since it was my last night there.

The water cooler would run out of water all the time and letting the front desk agent know really didn't result in the water cooler being replenished. She gave me a bottle of Dasani "on the house" but it wasn't until the next day that somebody cared enough to replenish the water cooler. By the way this would happen multiple times during my 2 week stay. Eventually I just stopped asking and would go to the gym to get some water.

CLEANING:

When cleaning staff entered my room, it was never truly cleaned. Only the bed was made, towels replaced, and SOMETIMES the trash was removed and the body wash and shampoo was SOMETIMES reprenished. No vacuuming, no tiding up. The kitchen and living areas were never cleaned. I honestly considered myself lucky they even gave me clean towels and made my bed in the first place. And on a side note, the water pressure was horrible in both the kitchen and shower.

BREAKFAST:

The breakfast was the same every single day and if you dared arrive there 30 minutes before closing time you might not get to eat at all. There was never enough food. A few times I arrived for breakfast and had to wait 10 minutes for somebody to add more food. It's only powder eggs, turkey sausage, and some dry biscuits. How difficult can it be to ensure that those 3 items don't run out? There were never more than 10 people dining at any given moment. I've been to hotels which were packed during breakfast time and I never had to wait several minutes for the kitchen staff to bring out more food.

CONCLUSION:

Forget about the hotel staff going above and beyond for you. If you decide to stay at this property, don't even expect for them to do the bare minimum. You are truly on your own. First of all, they don't even wanna be there as evidenced by their disinterest in manning or monitoring the front desk. When I called the Front Desk, they wouldn't even answer the phone nor return my call. And when I did get them to come to the front desk, my issues were never resolved. The small things lead to the big ones. I'm a fair person. The 2 stars is for the newish building, decent location, and clean towels. But a 40% is still an F. So proceed...

• update/edit* unfortunately, our stay has been extended due to not being able to get back to our house. Jenny at the front desk heard the issues were having and did everything she could to try and make things easier for us. She is amazing. She is the only reason I have changed my star rating*We are currently staying at the residence Inn on Northwest Expressway and this is our second night. So far I am extremely disappointed in the service we received and the cleanliness of the rooms. Our house flooded and our insurance company picked this hotel to put us in we did not get to choose. It seemed able to fit our needs as we are an eight person household and needed 3 rooms, with the ability to cook, and that was pet friendly. Some of my issues may be because it was set up through my insurance company and not myself directly, but on the first day of check-in, they claimed that our pet fees were not paid. I had to spend 30 minutes outside, contacting my insurance company to contact the hotel to get this resolved before I could come in with my pets. We were given a studio room and a two bedroom suite to accommodate our family. In the two bedroom suite it seemed clean however, upon inspection, there were hairs on the cooking utensils. Also, the room is rated to sleep five however, although they state there are dishes, pots and pans, silverware, etc. there were only place settings for four so is somebody not supposed to eat and wait for someone to get done and wash their plate before they can eat? In our studio room, it was obvious it had not been cleaned. There were hairs in the bathtub. There was a bag of chips, shoved in the sitting chair, and there was a tube of lipgloss in the middle of the floor. We were exhausted and not trying to make an issue, so just cleaned up ourselves. Upon trying to take a shower, we realized that the shampoo, conditioner and body wash that is mounted to the walls in the showers were completely empty. The hallways have trash in them, the same trash Has been there since our check in. Went to the front desk on our first night to request bedding for the pull out sofa and was given sheets. No blankets no pillows, there were no extras in the room. On our second day, our trash had not been taken out, which was overflowing, and we did not have any new towels. When I went to speak with the front desk, they told me that housekeeping only happens every three days, but that there should’ve been a refresh in which they took out the trash and gave us new towels. Obviously that didn’t happen. Within two minutes of walking into our door on the 2nd day, Our hotel room phone was ringing and they were asking for payment for the pet fees, this was taken care of the day before. we have five days left of our stay, and I’m really hoping for some better service and that I can update the review with better information. Pros, very quiet, and decent...

I reserved a room for my mother-in-law and aunt for 3 nights. They arrived the 1st night late in the evening after getting off their flight. My mother-in-law stated that she found dirty dishes in the dishwasher and the stove was greasy. Also the linens on the pullout sofa were dirty. She spoke with a lady that evening who provided new linen but told her she was not the one in charge to handle the complaint. Since the room was in my name I spoke to a gentleman the next day at the front desk who stated he was the manager. When I explained the condition of the room upon arrival and how it was handled the gentleman started by asking did my guest allow the woman from the night before to check the room. My mother-in-law stayed no and the woman never asked to check. I explained to him that if that was the procedure that the previous employee should’ve stated that. He became somewhat agitated at my response. My mother-in-law also expressed that once she’s in her room she doesn’t like for anyone to go in and out to protect her belongings. Still the manager felt like it was my mother-in-law responsibility to ask them into her room to check. I further to state that had the room been cleaned properly before it was assigned then there would have been no reason for anyone to enter the room until it was checkout of. The manager offered to give points but his attitude to the matter did not sit well with me. I’ve been in customer service for several years and I’ve never made a company wrongdoing a customer’s responsibility or even acted as if I was annoyed by them raising awareness to a concern, so the points did not add up to the lack of understanding and service. I finally asked that the room was switched to a clean room so that they could go in and clean #328 without disturbing my mother-in-law’s belongings. He gave me the room across the hall. When I made it upstairs I realized that the room was at the far end of the hall, but my account states I preferred a room close to the elevator. Since it was such a disaster addressing the first issue I chose to leave this one alone. I picked a Marriot establishment because my family had made reservations at a hotel that was not in good shape when we arrived and I felt that the Marriot organization had better standards. Overall the room was not clean and management needs more training on how to assist customers in a more professional manner. This was the first time I’ve been disappointed in...