Residence Inn by Marriott Jackson Airport/Pearl — Hotel in Pearl

I stayed at this hotel Residence Inn Jackson/Pearl,MS from Friday March 3 to Sunday March 5, 2023. This hotel was the host hotel for a conference I was attending. Check in was at 3 PM. I checked in at 4:30 PM and room was not ready. I understood that and did not complain. When I arrived to my room Friday night, the kitchen floor was very sticky. The bathroom floor was sticky with black dirt. There were multiple lady bugs in my room. There was thick dust and webs on the headboard. The sofa bed still had dirty sheets on it from the previous stay with fake rose petals. There was a dirty sock on the floor. There was also a car air freshener placed inside of the air vents. Hotel staff Friday night said there was no housekeeping on staff for the night. I spoke with the general manager Kim Jones Saturday morning who said she would offer me a discount for Friday night and promised the room would be throughly cleaned Saturday. When I arrived to my room Saturday night, the room was exactly like I left it. Bed was still unmade. Dirty towels still on the floor. Fake rose petals from the previous stay still there. The dirty sheets from the previous stay was still there. I spoke with the Saturday night staff who said they would let the manager Kim know in the morning. I spoke with Kim Jones again Sunday morning about the uncleanliness. I requested a full refund since the issue was not fixed. Kim did not apologize. All she said was she would check with the staff about why they didn’t clean the room. I was charged for both nights. I am also a member and had at $250 gift card that was not used on my stay. Kim continued to not fix the issue and said to call back on Monday to speak with Angela Caldwell who is the manger over our group. Kim Jones is the general manager but refused to assist me. Kim just passed the issue on the Angela. I also contacted corporate...

On Monday I reserved a room with 2 queen beds, for my sister and I, for Friday and Saturday nights to attend a funeral on Saturday morning. I received confirmation. I am a Marriott rewards member. After driving for 8 and 12 hours respectively and arriving to the hotel late Friday night,, we were informed a staff member had changed our room to a single king bed, blaming Marriott for overbooking. The young attendant was rude and unsympathetic and said it wasn’t his fault. My sister brought two of her granddaughters with her and we were upset they did not even contact us to ask if they could change our reservation to one bed. It was late and we were tired and upset and he was very unprofessional and immediately said he would throw us off the property and call the police because he felt threatened by us! Yes, us two old ladies with two granddaughters must have really scared him. He called his manager and they said we would just have to buy an additional room!! They were not customer service oriented at all and claimed they had no phone number for me, yet I had to include my phone number in the reservation and again, I’m a rewards member and they have my number and email. He threatened to calm the police 3 times on us!! How can you arbitrarily change someone’s reservation? He said well you listed 2 adults so we assumed you could share a bed!! Seriously?!! I said not everyone traveling together are a couple! We ended up going next door and fortunately Holiday Inn Express had an available room. Very very unprofessional and did not care to take care of the problem they caused. Oh and I heard him tell his manager that another guest had come in and decided they needed a double bed room instead of a single bed so they gave them that room. I have called and reported this to Marriott headquarters and I will await their response...

During my recent stay, my arrival experience fell well short of expectations, particularly for a Titanium Elite member. Upon arrival, Marcus, the Director of Rooms, did not acknowledge my loyalty status or my presence while assisting another guest, despite my being next in line. The basic hospitality standard of the 10/5 rule was not observed.

Upon reaching my assigned room, my key card did not work. After a long travel day with luggage in tow, I called the front desk for assistance and was informed by Emily that I had actually been assigned to a different room. This was surprising, as I had completed mobile check-in the night before specifically to ensure a smooth arrival. I requested that the correct key be sent up.

When Marcus delivered the key card for the new room, he stated that the error was not his fault but rather Sam’s, whom I have communicated about my room request via the mobile app the night prior to my arrival. Although he did offer an apology, it felt perfunctory, and when I thanked him, he simply walked away without further acknowledgment.

As a seasoned hotel inspector, I view service through a trained lens, and this interaction did not meet even the most basic expectations for guest care - particularly from leadership. Unfortunately, the experience did not reflect the service-oriented culture that Marriott brands are known for! On the other hand, the housekeeping staff I encountered...