Courtyard by Marriott Stamford Downtown — Hotel in Stamford

Subject: Extremely Disappointing First Stay - Request for Resolution Dear Marriott Guest Services, I am writing to express my deep disappointment with my recent stay at your property. As a Marriott member who usually enjoys good experiences with your brand, this particular stay was extremely disappointing and fell far short of the standards I have come to expect from Marriott hotels. Room and Balcony Issues: I booked a room with a balcony, but discovered that the balcony was shared with another room. The adjacent room appeared to be under construction or renovation, with beds and construction materials not only visible from my balcony area but actually placed on my balcony itself. This completely blocked our access to the balcony, making it impossible for my daughter and me to use this amenity that we specifically paid for. Noise Disturbances: My room was positioned between three other rooms with active reservations. The noise level throughout my stay was unacceptable, preventing me from getting proper sleep and resulting in ongoing headaches. The lack of rest significantly impacted my entire experience. Pool Closure: I was never informed during booking or check-in that the pool was under construction and unavailable for use. Additionally, there was no shuttle service available on weekends, which further limited our options for enjoying the hotel amenities. Housekeeping Issues: My room was not properly cleaned upon arrival. When I contacted housekeeping, I was told that staff had already serviced the room, despite the obvious cleanliness issues I observed. Front Desk Service: When I brought these concerns to the front desk, the manager appeared disinterested in my concerns and seemed uncomfortable addressing the issues. I felt unwelcome and frustrated during our interaction, as she avoided eye contact and appeared frustrated with me. She did offer another room, but at that point all my belongings were already unpacked and it felt like an inconvenience rather than a genuine solution. The manager's lack of engagement made me feel like my concerns were not being taken seriously. She offered compensation of 3,000 points, which seems inadequate given the multiple service failures I experienced. Additionally, during checkout, there was an incident where money was placed on the counter rather than handed to me directly, which felt disrespectful. Resolution Requested: Given the numerous issues that severely impacted my stay, I am requesting:

This experience has left me questioning whether I will choose Marriott for future stays. I hope you will take these concerns seriously and work to restore my confidence in your brand. I look forward to your prompt response and resolution of...

I checked into this hotel and had issues from the time I entered my room until the time I checked out. I chose this particular hotel instead of the Marriott Hotel & Spam in Stamford—I had stayed in 2020 and truly enjoyed it—because of the Courtyard Stamford Downtown’s location and It was listed as a newer hotel. Unfortunately, newer did not mean cleaner or more efficient. I went through 4 different rooms during my stay, which equates to a lot of moving. This is concerning with the global pandemic that has been continuing to take lives in the USA.

In my first room, I listened to the toilet running for most of the night. After it was flushed, the tank continued to run. The water did not stop running from the tank until the early morning, which was very inconvenient. The next day, between working, I asked for the toilet to be fixed. I was offered another room, which I accepted. When I took some of my belongings to this room, I noticed it was not like the room for which I had originally paid. I requested another room that was comparable to the one I purchased and this was granted.

Upon entering the third room, all seemed well. I turned up the heat, as there was plenty of snow and rain that day and the temperature was around 20 degrees Fahrenheit. The room was cold but heated quickly. I worked in the room for the rest of the day and was preparing to get dinner, when I went to close the curtain. When pulling for the curtain, I felt something fuzzy and wet. I Inspected further and realized what I was actually pulling was the wallpaper which was so far off the wall that it was on the curtain. This then revealed a wall completely covered in mold. The mold was black, thick, fuzzy, and growing all over the side of that wall. Completely appalled, I called the front desk and reported the sight. I took plenty of photos and videos of the mold, in case there was any additional dispute regarding the room’s cleanliness. The front desk attendant reacted quickly and asked if I could pack my belongings immediately so I could be moved to another room.

In this room, there wasn’t any noticeable mold, however, there were pills and a phone found in the room. The phone was a newer iPhone. I charged the phone to see if the owner could be contacted, but the phone was deactivated.

The valet was not great and those working at night were not attentive! Avoid this property. Although it is newer, it is not...

Our overall experience was good. The price of the room was very expensive for the size of the room and the fact that the bed was very old and caved in in the center. When you sit on the edge of the bed it squishes down, as you lay down you roll into the center of the bed. So with two people on the king sized bed we both ended up on top of each other in the middle of the bed. Sounds fun! But not when you’re trying to just sleep LOL. There is a small sofa in the room but there isn’t a chair for just sitting. Also, there isn’t a coffee table or a place to put your belongings. There’s just a small side table that you can slide up to the sofa to put your laptop on. The view out of the window was to a cement wall about 5 feet away. The staff was very friendly and helpful. We need to have our keys replaced as we locked them in the room by accident. We also forgot our toothbrushes and toothpaste and they were happy to bring up some for us promptly. When we arrived we had issues parking, as their lot was full. We had to park down the block. I don’t know why they don’t allow you to reserve a parking space with your room. It’s first come first served. I called earlier in the day to check on which actual room we were going to get. This was a special evening for me and my spouse. So we wanted to make sure that we had a nice room with a good bed and a decent view. Since I called at 11 AM the person I spoke with suggested that I call back after some of the rooms were cleaned. She said none of the "good" rooms were available as of that moment. That worried me. When I called later in the day I was informed that we had already been assigned a room. I could tell by the sound of the woman’s voice that we had a room that had zero view, hence the view of the cement wall. In other words, none of the "good" rooms were available. Someone could have easily made a note of my name and reservation and simply assigned a room for us. So we paid over $250 for an OK room with an old, sagging bed and a view of a cement wall. I would consider staying there again due to the fact that it was located in the center of downtown close to a lot of things within walking distance. I will also be sure to keep calling to make sure I am assigned a better room. In the future I am going to check out some other hotels before booking again at the courtyard Marriott at...