TownePlace Suites by Marriott Grove City Mercer/Outlets — Hotel in Springfield Township

I recently stayed here during a Black Friday shopping trip with my husband. Overall, we've had positive experiences at the hotel in the past, but this time, I felt compelled to share a specific incident.||During our stay, I noticed a stained hand towel in the bathroom, which was a minor concern. However, my main issue arose during the checkout process regarding a pet fee. While aware of the hotel's pet-friendly policy, I was not aware of the $75 pet fee which was MY oversight since this was the first time brining our pup with us to shop. Therefore, I was surprised to see the charge on my receipt after returning home.||My 5-pound Yorkie did accompany us, and we ensured she remained in a discrete dog carrier during our stay. What puzzled me was how the hotel identified the presence of a pet without any inquiry during check-in or interaction throughout our stay. At no point did I have her with me while checking in, moving about the hotel or during checkout. My husband always had her separately from me. ||Upon calling to inquire, I spoke with Becca, the desk clerk. My concern was met with a response that felt condescending when I asked how the hotel knew to charge the pet fee without confirmation. Becca's reply, "ummm…we have cameras," came across as dismissive, condescending and left me feeling uncomfortable as if the hotel were watching guests on cameras and then cross checking their accounts to ensure proper charges are applied?||My issue isn't with the pet fee itself but with the lack of communication during checkout and the manner in which my inquiry was handled. A more professional and informative response would have been appreciated.||I do value my experiences at this hotel and hope that this feedback contributes to a continued positive relationship between...

I recently stayed here during a Black Friday shopping trip with my husband. Overall, we've had positive experiences at the hotel in the past, but this time, I felt compelled to share a specific incident.||During our stay, I noticed a stained hand towel in the bathroom, which was a minor concern. However, my main issue arose during the checkout process regarding a pet fee. While aware of the hotel's pet-friendly policy, I was not aware of the $75 pet fee which was MY oversight since this was the first time brining our pup with us to shop. Therefore, I was surprised to see the charge on my receipt after returning home.||My 5-pound Yorkie did accompany us, and we ensured she remained in a discrete dog carrier during our stay. What puzzled me was how the hotel identified the presence of a pet without any inquiry during check-in or interaction throughout our stay. At no point did I have her with me while checking in, moving about the hotel or during checkout. My husband always had her separately from me. ||Upon calling to inquire, I spoke with Becca, the desk clerk. My concern was met with a response that felt condescending when I asked how the hotel knew to charge the pet fee without confirmation. Becca's reply, "ummm…we have cameras," came across as dismissive, condescending and left me feeling uncomfortable as if the hotel were watching guests on cameras and then cross checking their accounts to ensure proper charges are applied?||My issue isn't with the pet fee itself but with the lack of communication during checkout and the manner in which my inquiry was handled. A more professional and informative response would have been appreciated.||I do value my experiences at this hotel and hope that this feedback contributes to a continued positive relationship between...

I am terribly disturbed with the outrages customer service. I booked a room with points and before doing so, I called the hotel and asked if they would be so kind to give me a second room although I would only book 1 room on points. We were a party of 5 and checking in at 1am during a drive through from NJ to IL and I didn't want to stuff if I didn't need to. The Rep. whole heartedly and very graciously said no problem and I even called to reconfirm after making the reservation. There was no mention of a charge by check-in nor by check-out as the room was indeed complimentary. Furthermore I received an email upon check-out stating 0 balance and 0 charge for both rooms. Everything was great until the next day when I noticed a charge for the second room. Upon inquiring, a Rep at the Hotel by the name of Natasha refused to honor my claim and simply said I can't give you the room complimentary. I have never seen a lack of honoring an employees decision! It is clear from the audio and even from talking to Natasha that she is not denying my claim but rather refuses to respect it. This is basically a classic case of steeling, being that there was zero mention of the charge until after the fact. On the contrary, I have proof that the room was given free. I will take this all the way up until I get reimbursed and...