Courtyard by Marriott Rockford — Hotel in Rockford Township

Tons of management problems.

Made a reservation online by checking in and paying ahead for a king suite for July 2nd to July 4th. When I arrived, I was then told that there was no rooms available. I was confused as a reservation and me paying ahead of time should tell management that a room needs to be available BEFORE I arrive. Management claimed that they would get a room ready and after about an hour of physically waiting, they provided me with a room.

On July 2nd when me and my guest finally arrived in the king suite, I called the front desk and inquired about extending our stay. Staying for an extra 2 nights from July 2nd-July 4th, to July 2nd - July 6th and was told by Jennifer, management for night shift on July 2nd that she was too busy at the moment with other customers and she would call me back. An hour goes by with no call back, so I call the front desk again and Jennifer apologized for not attending to my request and that and said she would get it done right away. I trusted her word, as any customer should. I was also told that breakfast is from 9-11 am heavily implying that it's included with the stay.

On July 3rd me and my guest woke up for breakfast and went downstairs and turns out breakfast is done by a third party and not by Marriott which meant it want included. We did not mind too much, but would have liked to have been told that breakfast is not included with the room. Later that day we noticed room cleaning was not done when we arrived back in the room. I called and asked and management stated that they stopped all room cleaning services because of Covid. This was also not stated anywhere on Courtyard Marriott nor told to us by management before we stayed. We also tried to order new soap through the Marriott app and the app said it was delivered and we were confused because we never recieved it.

On July 4th, my initial check out date, my hotel keys were not working. I went to the front desk and asked Maggie, the day shift employee what's going on. She stated that I had been checked out, which to my surprise, should not have been the case as I trusted Jennifer to extend my stay for two extra nights. My request was not marked down for the new check out date (July 6th) nor put it in the system. Maggie apologized and extended the stay for us.

On July 5th my guest woke up itchy with bites all over her arms, legs and feet. I had some itchy bites but not as many as her. We were really concerned that our room might have bed bugs. We physically informed the day shift manager, Maggie, about the problem. With no apology, she told us to wait and that she'll call the inspection services regarding our complaint. She also said she needed to attend to other guests. After she was done attending to those guests and making the call to the inspection agency, she said that she needed pictures which she took. She also said her and someone else will go to our room and check for bed bugs. Maggie did not want me and my guest coming with her. After she came back she said that the bed did not look like it had bed bugs and that she took off all the sheets and out them in a corner. She was quick to say that she was going to replace this sheets, however I stopped her and said "why are you trying to replace the sheets if there are potential bed bugs on them and the inspection team is supposed to check on them?" She stopped and said that she was not going to change the sheets and wait for the inspection team. I asked about compensation or even a room change and the response I recieved was that compensation was not going to happen until the inspection team comes and determines what happened. Maggie did not know when the inspection team was supposed to come, which is unprofessional and left me and my guest hanging out to dry. Me and my guest did not feel welcomed there...

Just about every surface, walls, counters, doors, headboards, tables and couches were dirty and looked very old and worn.

Cabinets were chipped and worn, doors were broken The chairs, couch and ottoman were visibly dingy, dirty and had frayed stitching and were coming undone. I ended up putting sheets over everything just to feel like I could sit on them without being completed grossed out.

The bathroom ceiling had mold and mildew along with other unknown stains all over it, and the shower itself had pink rings of mildew around the drain and in corners. The toilet looked like it had not been cleaned since the last guest was there and the vanity was cracked and dirty. Also the lighting was so dark that getting ready in the vanity area was near impossible.

The room overall showed many signs of neglect and lack of any cleaning at all. On the walls near the door there was some sort of pink and blue spray that looked like could have been from silly string or something. We were so grossed out that we ended up wiping any surface we touched down with antibacterial hand wipes.

Also, the door to the outside patio let in a pretty significant cold draft that made it hard to keep a consitant temp, either it was way too hot or we were freezing in the span of 30 minutes.

Also, while I am aware requests made at the time of booking cannot be guaranteed, I always request a high floor away from the elevator as I tend to have a hard time sleeping in hotels, and we were placed in a first floor room next to the conference room and not far from the lobby. I had also requested additional towels and pillows, a request both a representative on chat, and at check-in acknowledged, yet were not in our room, or ever brought to us.

I took many pictures of how run down and dirty the room was and having stayed at many Marriott hotels, I have to say this is one I was extremely...

Overall, poor experience. When we checked in on Friday, 6/8, the air conditioning in our room did not work (Room 251). We called down & was told maintenance would come up; they never did; 1 hour went by. I called again and they sent a person up that had only been on the job for 3 days (he was very nice, but did not know how to fix it). He said he would bring head of maintenance up, but 5 min later, he simply came by with another set of keys & told us to move to room 228. We had to pack everything up & move. We were there for my son's hockey tournament & arrived to the rink very late; he missed warm-ups, etc. When we got back to our room that Friday night (around 10pm), the TV did not work. There were storms in the area, but those storms did NOT start until 3am. The reason I know this is because an alert sounded on my cell phone about flood warnings. I woke up to that & stormy weather. Between 10pm-midnight, there were no issues & other guest's TV's were working fine. I did not call the front desk, as I didn't want the disruption in my room, that late at night. I addressed both of these issues with the front desk, when I checked out on Sat. Maggie told me there was nothing she could do, since I had an "advance payment" reservation. The best she could do was offer me some Marriott points. This entire experience was unacceptable. I used to travel quite a bit in my previous job; Marriott was always 1 of my hotels of choice. We were VERY disappointed with the lack of service at this specific hotel. I also wanted to pay cash for my stay; was told I could, when I made the reservation over the phone, specifically with someone at this hotel. When I checked out, I was told...