Courtyard by Marriott Montgomery Prattville — Hotel in Prattville

I want to start by saying that the front desk, maintenance staff, and cleaning crew were amazing during our stay. The room was very clean and this hotel offers plenty of amenities.

With that being said there was an issue with our door lock. My wife and I left our hotel room that day and I checked the door to ensure it closed when we left (as I always do). When my wife and I arrived back to the room on the evening of our stay our door was propped open due to the lock being stuck out. We tried our keys and they no longer worked on the door. We did a quick inventory to see if it looked like anything was missing and it seemed as if everything was in tact so I went down to the front desk to see if they knew what had happened and to get our lock fixed so we could shut our door. The front desk staff was very friendly and went and checked out the door. The young lady from the front desk was not able to fix the door either so she stated she would have to call the maintenance man in to look at it. While we were waiting I asked what would be done if he wasn't able to fix the lock. The young lady informed me that they were completely booked and didn't have another room for us. I explained that it was 10pm and something would have to be done if the door couldn't be fixed because my wife and I weren't comfortable sleeping in a room where the door wouldn't close or lock. The young lady at the desk stated that she could get her manager on the phone to speak with me. When I got on the phone with the manager, Gail, I began by explaining the situation. Before I could finish she cut me off and said that "I should have checked my door when I left so it is my fault." I then explained that I didn't appreciate that response and she began talking over me. I then told her not to talk over me when I'm trying to explain the situation to her. She responded by yelling at me and at this point I couldn't even comprehend what she was saying because she was just screaming and yelling at me over the phone so I just said I was not going to be talked to like that and hung up the phone. This was the worst experience I have ever had at a hotel and it wasn't because of the issue because eventually the maintenance man showed up and fixed the door but the way the manager of this location disrespected me and yelled at me was completely unacceptable. I will not return to this location or recommend anyone else to this location as long as she is in charge of...

Not what I expected based on my stays at other Courtyard Hotels. Check-in/staff went fine (nice people) but the room was old and had a small TV. The reason for the one star rating was huge American Cockroaches that started coming out of hiding at bed time. The front desk guy came up and took a broom to kill the first one (on the ceiling). Right after he left we tried to sleep again when my son saw a bigger one crawling on the ceiling over his bed. Another one was seen running behind the curtains. Again the front desk guy (nice guy) killed the creature. These were huge bugs (I have photos). I would have preferred to handle this discreetly through Marriott however they would not answer my calls or respond (except with a bot) to my messages.

We left and stayed at another location. They comped my points however I was not counting on the $220 bill at the other hotel (Fairfield Inn) coming out of our vacation budget. I attempted to call Marriott Bonvoy, held over 28 minutes, and never got a human. As a matter of fact, Marriott has not called me after numerous messages were left. This is a new and disappointing experience for me with Marriott Hotels. Would have given a zero if possible and not for the hotel staff being so nice.

UPDATE: Two years have passed and I've still not head from Marriott. I have not used Marriott since and would not recommend any of their...

Painful First off, we booked our reservation for this one night stay a month in advance and fully paid for the room in advance. We arrived later in the evening than we expected due to traffic and we were welcomed with a warm greeting of “we have no room for you.”

Our tired family was sent down the road at midnight with a sad explanation from the night manager. Apparently the property overbooked itself and we were holding the short straw in the middle of the night. To top things off, we stood on hold for another 30 minutes with Hotels.com to receive a refund. The beat part of that call, I was told “great news sir, I’m going to wave the cancellation penalty for you to cancel this reservation.” How generous!

The next morning, our friends that arrived well before us and actually received their room, told us about the giant cockroach’s that scurried through their room and up the bathroom walls all night. So maybe we didn’t miss too much except a night sleep in the room we were promised and paid for in advance. I would avoid this property at ALL COST. For a company that operates completely in the hospitality industry, it was non existent. I will also not book through Hotels.com again. I mistakenly expected them to avoid these types of...