Residence Inn by Marriott San Diego North/San Marcos — Hotel in San Marcos

It looks like I haven’t had luck on my recent stays at Marriott properties even if I’m a Titanium Elite. Had a reservation at Residence Inn San Marcos last January 7th-8th. ||Tried to check in at 230PM but the room was not ready yet so told the front desk we will be back but it will be a late check in already as we were going to the hospital to visit our sick family member. We arrived at the hotel around 1120PM and checked in. Patrick, the front desk person checked us in but he did not recognize my titanium membership at all. I asked him what type of room was provided and he told me he cant say due to privacy thing. I wondered why he wouldnt tell me as there was no one there except me and my fam. I was not even asking the room number but room type if I was upgraded or not. When I explained what I wanted to know he said it waa 2 beds in the room.||We went to the assigned room, 415, we noticed on the door that it was an accessible room as there was a sign for disabled and hearing impaired. We entered the room and it was spacious but not 2 beds as there was only a king sized bed and sofa bed. That was fine however there was a loud noisy banging noise inside the room and the room was vibrating too which was not good for sleeping. Also the door on the sink was broken and the scrub on the sink was dirty (see attached pictures).||I did call the front desk and asked first about the room type and told him there was only one bed and he told me the 2nd bed was sofa bed. So that was ok. Then I reported the loud sound and the vibration and asked if we can be moved to a different room as clearly we wont be able to sleep on such conditions. So he checked and told me right away that we can just cancel the room and find another hotel and he wont charge us no fees or there is an available room but on a higher type level but we need to pay additional $100 to move. I told him I was a Titanium elite and that the room is defective thus he should offer to move us on another room without any fees as it is the hotel’s fault. I asked him if there were other rooms even if not a suite or a downgrade, one where we can just sleep as we were already tired and stressed but he clearly told me none and that we need to pay extra $100 so he can move us. I asked him if he can go up on the room and check what I was complaining about so that he would know I’m not lying but he told me right away he cant do so as he was the only person there and there was no maintenance. He didnt want to go up at all to check and he just said we can just check out and he wont charge us. I asked for the manager and was told there was no one that night so I can just ask in the morning. I told him that was not right so I called Bonvoy customer service to see if they can help. The customer rep called him and the rep called me back and was told there was an available room but only a studio room with 1 king bed and no sofa bed so we won’t fit. I was surprised to hear that as Patrick never mentioned that to me, only the other room where he was asking additional $100. So I asked the rep why he told me such and apparently Patrick told the rep he was looking on a different date thus it was a mistake. That was a lie right away as why would he look for a different day when we were asking to be moved right away after checking in. Also the Bonvoy app was showing there were 2 types of room still available that day, studio with sofa bed and suite with king bed/sofa bed. Also what he told the customer service about the studio room not having a sofa bed was a lie as well as the front desk person, Divina, whom I talked the next morning clearly told me all their studio rooms have a sofa bed. So I told the rep at that point I don’t believe that the studio room doesnt have a sofabed but she cant do anything as that was Patrick said. Clearly he just wanted to kick us out of the hotel even if it was already midnight. So the rep helped us find a hotel close to the area and luckily there was availability at Fairfield Inn. ||We went down to check out and Patrick didnt even apologize at all. I asked why he told the Bonvoy rep that there was a studio room available when he told me none and that only a higher type room but we need to pay extra $100. He said the system didnt show anything at the time. But I told him he should have checked and that he doesnt have to be rude to us. And then he told me in his loud voice and high pitch that he is not being rude and he has been nice and it was me who was getting aggressive. I was shocked as it was him whose voice was getting louder and his eyes were getting bigger at the time. He has been telling lies from the start and he was saying he was nice? He just wanted to kick us out of the hotel period. I have proof how rude he was and as my fam was there and also recorded it as a proof if needed. It was clearly a case of discrimination.||Patrick was incosiderate of the situation, didnt even say sorry or didnt even offer to help us find another hotel. He was just rude and flatly lied to me and the Bonvoy rep. We can’t win over him as he clearly wanted us out. We felt threatened by him on how he acted. My anxiety level was so high at the time as I was palpitating so hard as he added stress to what we were already dealing on the family emergency. What we only wanted was a place to sleep but he didn’t give it to us and he just wanted to kick us out. What kind of service was that and from a front desk person? We were clearly discriminated for being Asian.||We left the hotel around 1220am already to move to Fairfield Inn. Good thing the front desk person at Fairfield Inn was really nice and recognized my Titanium Status right away and gave me a welcome gift. Also he told me that what Patrick did was clearly wrong. I’m glad we just moved to Fairfield Inn and got a better service. ||A case was opened by the Bonvoy Rep about my complaint and was told the hotel should reach out to me about it but until now no one called me. Also I called the hotel the next day to talk to a manager and report what happened but the manager wasnt available so the front desk person,Divina, noted my complaint and was told she will report it to the manager and I should be receiving a call but same thing have not heard from the manager at all.||Im so disappointed having these experiences with Marriott properties lately. I’ve been so loyal to Marriott but this...

It looks like I haven’t had luck on my recent stays at Marriott properties even if I’m a Titanium Elite. Had a reservation at Residence Inn San Marcos last January 7th-8th. ||Tried to check in at 230PM but the room was not ready yet so told the front desk we will be back but it will be a late check in already as we were going to the hospital to visit our sick family member. We arrived at the hotel around 1120PM and checked in. Patrick, the front desk person checked us in but he did not recognize my titanium membership at all. I asked him what type of room was provided and he told me he cant say due to privacy thing. I wondered why he wouldnt tell me as there was no one there except me and my fam. I was not even asking the room number but room type if I was upgraded or not. When I explained what I wanted to know he said it waa 2 beds in the room.||We went to the assigned room, 415, we noticed on the door that it was an accessible room as there was a sign for disabled and hearing impaired. We entered the room and it was spacious but not 2 beds as there was only a king sized bed and sofa bed. That was fine however there was a loud noisy banging noise inside the room and the room was vibrating too which was not good for sleeping. Also the door on the sink was broken and the scrub on the sink was dirty (see attached pictures).||I did call the front desk and asked first about the room type and told him there was only one bed and he told me the 2nd bed was sofa bed. So that was ok. Then I reported the loud sound and the vibration and asked if we can be moved to a different room as clearly we wont be able to sleep on such conditions. So he checked and told me right away that we can just cancel the room and find another hotel and he wont charge us no fees or there is an available room but on a higher type level but we need to pay additional $100 to move. I told him I was a Titanium elite and that the room is defective thus he should offer to move us on another room without any fees as it is the hotel’s fault. I asked him if there were other rooms even if not a suite or a downgrade, one where we can just sleep as we were already tired and stressed but he clearly told me none and that we need to pay extra $100 so he can move us. I asked him if he can go up on the room and check what I was complaining about so that he would know I’m not lying but he told me right away he cant do so as he was the only person there and there was no maintenance. He didnt want to go up at all to check and he just said we can just check out and he wont charge us. I asked for the manager and was told there was no one that night so I can just ask in the morning. I told him that was not right so I called Bonvoy customer service to see if they can help. The customer rep called him and the rep called me back and was told there was an available room but only a studio room with 1 king bed and no sofa bed so we won’t fit. I was surprised to hear that as Patrick never mentioned that to me, only the other room where he was asking additional $100. So I asked the rep why he told me such and apparently Patrick told the rep he was looking on a different date thus it was a mistake. That was a lie right away as why would he look for a different day when we were asking to be moved right away after checking in. Also the Bonvoy app was showing there were 2 types of room still available that day, studio with sofa bed and suite with king bed/sofa bed. Also what he told the customer service about the studio room not having a sofa bed was a lie as well as the front desk person, Divina, whom I talked the next morning clearly told me all their studio rooms have a sofa bed. So I told the rep at that point I don’t believe that the studio room doesnt have a sofabed but she cant do anything as that was Patrick said. Clearly he just wanted to kick us out of the hotel even if it was already midnight. So the rep helped us find a hotel close to the area and luckily there was availability at Fairfield Inn. ||We went down to check out and Patrick didnt even apologize at all. I asked why he told the Bonvoy rep that there was a studio room available when he told me none and that only a higher type room but we need to pay extra $100. He said the system didnt show anything at the time. But I told him he should have checked and that he doesnt have to be rude to us. And then he told me in his loud voice and high pitch that he is not being rude and he has been nice and it was me who was getting aggressive. I was shocked as it was him whose voice was getting louder and his eyes were getting bigger at the time. He has been telling lies from the start and he was saying he was nice? He just wanted to kick us out of the hotel period. I have proof how rude he was and as my fam was there and also recorded it as a proof if needed. It was clearly a case of discrimination.||Patrick was incosiderate of the situation, didnt even say sorry or didnt even offer to help us find another hotel. He was just rude and flatly lied to me and the Bonvoy rep. We can’t win over him as he clearly wanted us out. We felt threatened by him on how he acted. My anxiety level was so high at the time as I was palpitating so hard as he added stress to what we were already dealing on the family emergency. What we only wanted was a place to sleep but he didn’t give it to us and he just wanted to kick us out. What kind of service was that and from a front desk person? We were clearly discriminated for being Asian.||We left the hotel around 1220am already to move to Fairfield Inn. Good thing the front desk person at Fairfield Inn was really nice and recognized my Titanium Status right away and gave me a welcome gift. Also he told me that what Patrick did was clearly wrong. I’m glad we just moved to Fairfield Inn and got a better service. ||A case was opened by the Bonvoy Rep about my complaint and was told the hotel should reach out to me about it but until now no one called me. Also I called the hotel the next day to talk to a manager and report what happened but the manager wasnt available so the front desk person,Divina, noted my complaint and was told she will report it to the manager and I should be receiving a call but same thing have not heard from the manager at all.||Im so disappointed having these experiences with Marriott properties lately. I’ve been so loyal to Marriott but this...

Normally you’d get an email asking to leave a review about your stay, this time I did not but I’m still going to leave one because my experience was absolutely terrible. A pipe ended up bursting at my home, so we were scheduled to stay at this hotel from the end of January to the beginning of April. The two-bedroom suite was nice and spacious, and the breakfast attendants were always friendly. That is about all the good things I could say about this hotel. I’ll first start off with their laundry, $3.50 to wash and $3.50 to drive one load. Ok. It’s a hotel I would expect a little pricier washing. Anyways ALL of them except for one washer and one dryer were out of order. I used the ones that were available and turns out the dryer doesn’t dry your clothes. I went to the front desk and joked, “I need more change, your dryer I guess doesn’t really dry clothes”. She said, “Yeah it does that sometimes” and gave me change to dry the same clothes AGAIN. So now were at $10.50 for ONE load and she didn’t even offer to comp the second dry knowing that it doesn’t work. Whatever. Moved on. The housekeeping came up to the suite and I told her that my brother works overnight shifts, and we would not be able to have both of us out of the room at one time because I wasn’t going to wake him up when it was his time to rest so that they can come in and clean. I needed a vacuum so I asked if there was any way I could do it myself or shut his door because it had been now a week of being in the room without ANY housekeeping because of our predicament. The general manager of the hotel ended up calling me in the room saying that “They could not work on the room when there are people in it” and I explained the situation to him and he said, “How about this I’ll come up and supervise the clean.” That was a little weird but I said okay because I was desperate for some kind of clean so then him, the housekeeping manager, and some other manager I want to say maintenance, and the housekeeper came to the room and stood outside the door which was extremely overwhelming and I tried to leave with my kid so that the housekeeper could do what she needed to do and the general manager said “You might as well stay.” And ended up leaving with the maintenance manager and it was just super bizarre because why come up then in the first place? Never got another "supervised clean" or any offer for one. Had to bring my own vacuum and buy my own cleaning supplies. Anyways whatever again. Moved on. A couple days later after a long day of work, picking up my kid from school and dealing with insurance saying we had to extend a month I took a nap and woke up to my son saying there was someone at the door. I open it and the general manager, the housekeeping manager, and I’m assuming the front desk manager were all outside of my door asking if there was a kid unattended in the room. Clearly, I’m standing right there as his mom, yes, I’m young, but that just shows the prejudice at the hotel and told the manager he’s been with me the whole time. He gave me no information on why they all came to my room claiming child neglection and at this point I was so uncomfortable not only with the general manager but the whole hotel, so we ended up going to a different one two days later and canceling the month and a half at the residence inn. I have never felt so uncomfortable and degraded at a hotel and I’m so thankful my insurance was able to get us out of there as quickly as possible. A note to whoever works at that hotel if you have a guest staying for months at a time you should do your best to not make them feel the way me and my brother felt at your establishment. I’ve worked at two different Marriott hotels in San Diego and have never felt so uncomfortable as...