Residence Inn by Marriott Toledo West — Hotel in Toledo

Subject: Disappointing Experience with Assistant General Manager Kelly at Marriott Hotel||I recently had an unfortunate experience at a Marriott hotel, specifically with the Assistant General Manager, Kelly, that has left a sour taste in my mouth regarding the brand as a whole. My party and I made an online reservation for the night of September 23rd, only to be informed upon arrival that our reservation was mistakenly logged for the previous day. Although we asserted that the error wasn't on our part and could have been a system glitch, Kelly insisted that we would still need to pay for the prior night that we did not book or utilize.||Faced with this dilemma and already present in the city, we felt compelled to go ahead and pay for an additional night on September 23rd. My intention was to address this issue with the front desk the next morning, hoping for a resolution. However, Kelly maintained her stance that the duplicate charge would not be reversed. ||What was even more concerning than the financial setback was Kelly's attitude during our interactions. She was not only unaccommodating but also displayed rudeness and condescension. Astonishingly, she even smirked while stating that we would not be refunded. It's disheartening to witness such a lack of customer service proficiency, particularly from someone in a leadership position at a renowned hotel chain like Marriott.||This experience has not only influenced my decision but also that of my business; neither will be utilizing Marriott's services in the future. We will be actively seeking a resolution through our credit card company and are considering other channels to voice our concerns.||It is crucial for Marriott to understand that while the issue of double payment is significant, the larger concern here is the grievous lack of professionalism and courtesy shown by a senior staff member. For a brand that prides itself on hospitality, this incident has been a stark contrast to the standards one...

My family and I were guests at your facility on Secor Rd in Toledo OH on April 20 2020 in room 319. After calling the front desk twice between 2am and 3am to complain about loud noise coming from the room next door (room 317) we were told by Jessica (front desk) that she had already listened outside the room and did not hear any noise therefore she did not knock on the door of rm 317 to investigate further. We advised Jessica that we could still hear what sounded like unsupervised children playing loudly with the TV blasting and asked that she actually knock on the door to speak to an adult in that room. To our surprise Jessica told us if we were still concerned we could knock on the door ourselves! When we told Jessica we did not feel comfortable doing so because that would be her job to do so....I will admit I used a couple of expletives (as I think any paying guest would after being asked by a hotel employee to play security guard!) Jessica then hung up the phone on me so I proceeded to go down to the front desk to let her know how rude and unprofessional she was and asked for contact information for her manager. I then told her that I would be filing a complaint in hopes that she would lose her job. Jessica responded by saying she was going to call the police to ask that we be removed from the hotel because she did not like how I spoke to her. As I felt I was completely in the right I sat downstairs in the lobby and waited for the police to arrive; never exchanged any additional words with this inappropriate employee. When the police arrived Jessica blatantly lied by saying I actually threatened to physically assault her. While I admit to cursing out of frustration I never (NEVER) threatened Jessica other than with a phone call to her manager and your corporate office. Due to her lie the police asked my family and I to leave the hotel! I have stayed at your properties many times but this will most certainly be the...

“It’s Not Them, It’s Toledo (Mostly)”

Staying at an extended stay hotel like the Residence Inn Toledo West comes with some undeniable perks: you get a kitchenette, a room that’s a little larger than usual, and, depending on who’s working, a breakfast that might actually feel like someone cared. For someone like me, who lives out of hotels for work, you start to notice the small things that separate one stay from another.

And to be fair, this place tries. The housekeeping staff was truly fantastic—friendly, attentive, and consistently checking to make sure my room was up to par during my two-week stay. That’s something you don’t see everywhere.

Now for the flip side—because let’s be honest, no review is complete without the “real talk.” Most of what might make your stay less enjoyable here isn’t necessarily the hotel’s fault. It’s more of a Toledo problem.

You may (and probably will) encounter: • Guests who treat the elevator like a mobile dumpster, leaving enough McDonald’s trash behind to suggest they fed an entire baseball team. • Non-guests treating the pool like it’s a public YMCA—every day, every hour. • Front desk staff who seem to have mastered the art of not noticing you because Facebook scrolling apparently requires full mental focus. • And yes… if you’re lucky… you might have some intoxicated hotel patrons attempting to navigate the parking lot at 2:30 AM, leaving your rental car as collateral damage in their quest for the exit.

None of these are exactly within the hotel’s control, which is why I’m not here to bash the place. It’s just—well—this is what you get in Toledo sometimes.

If you’re here for work, it’ll get the job done. Just don’t expect luxury, don’t leave valuables in the car, and maybe pack some earplugs… and your own breakfast...