Residence Inn by Marriott Milwaukee Brookfield at Poplar Creek — Hotel in Town of Brookfield

7:46 1 • App Store Write your review I booked two rooms at this hotel for a business conference- twice the desk could not confirm the conference being held- prior and on arrival. I understood the hotel recently opened and training staff left a few weeks ago. I arrived at 2pm and was told the second room was not ready but would be soon. We are platinum but check in is at 4pm so not a big deal- did shopping and dinner. We arrived again at 7pm to a line of people and still rooms were not ready and the night auditor (she said she had not slept for a day) said the rooms do not say vacant and did not know when they would be cleaned. We were told they had one cleaner and someone from the desk went to help clean. I told them I own a hotel and they should ask the cleaning manager rather than relying on the screen how the progression was going as some guests were cancelling and trying to find lodging elsewhere. The night auditor said 'you have one of your rooms just go in there we are doing the best we can' we will call on the other- people 7:461 • App Store Write your review business meeting were concerned of a 10pm check in- the front desk management stated we could cancel here to go to another- we asked if the hotel was offering anything for the inconvenience-points, a drink at the bar, etc and they said no-they were doing all they could. I finally heard their night auditor state to another guest they had a queen room open just not the king/ so l asked to change our room to a queen as we had been waiting 3 hours and she says normally that is $30 more for the queen then our king suite we booked but would leave it at the same price - which did not make any sense to us but we then checked into it. Upon entering the room-the toilet seat was up, pillows on the bed very poorly placed and the case partially off, towels thrown on the rack and the toilet seat up. Very very disappointing with this being noted by onboarding process in the Marriott chain with staff not accustomed to hospitality and frustrated they were even...

I booked two rooms at this hotel for a business conference- twice the desk could not confirm the conference being held- prior and on arrival. I understood the hotel recently opened and training staff left a few weeks ago. I arrived at 2pm and was told the second room was not ready but would be soon. We are platinum but check in is at 4pm so not a big deal- did shopping and dinner. We arrived again at 7pm to a line of people and still rooms were not ready and the night auditor (she said she had not slept for a day) said the rooms do not say vacant and did not know when they would be cleaned. We were told they had one cleaner and someone from|the desk went to help clean. I told them I own a hotel and they should ask the cleaning manager rather than relying on the screen how the progression was going as some guests were cancelling and trying to find lodging elsewhere. The night auditor said ‘you have one of your rooms just go in there we are doing the best we can’ we will call on the other- people including us that travelled 6 hours away and have a business meeting were concerned of a 10pm check in- the front desk management stated we could cancel here to go to another- we asked if the hotel was offering anything for the inconvenience- points, a drink at the bar, etc and they said no- they were doing all they could. I finally heard their night auditor state to another guest they had a queen room open just not the king/ so I asked to change our room to a queen as we had been waiting 3 hours and she says normally that is $30 more for the queen then our king suite we booked but would leave it at the same price - which did not make any sense to us but we then checked into it. Upon entering the room- the toilet seat was up, pillows on the bed very poorly placed and the case partially off, towels thrown on the rack and the toilet seat up. Very very disappointing with this being noted by onboarding process in the Marriott chain with staff not accustomed to hospitality and frustrated they were even...

The worst experience I’ve ever had at any hotel- ever. Booked a 1 bedroom suite with a kitchen for my wife and her family for June 21th for 2 nights through the Marriott website. I received confirmation of the booking and also checked in online with the email Marriott sent and signed up for text alert for when the room would be ready

Upon their arrival, the front desk agent told her that the reservation was canceled due to Marriott overbooking, claiming they did not have our contact information to let us know it was oversold. Although I didn’t receive any updates via email, text, or phone.

Their idea of rectifying this issue that they caused was to put us in a cheaper smaller room without a kitchen for the same price as the larger suite. They said they would include breakfast as an apology for the mishap, but that was already included with the room I originally booked.

No offers, apologies or options were offered as a solution. The front desk clerk actually told my family that they could go find a different hotel to go to for their stay… at 8pm. I tried calling the front desk to try and figure out what was happening and what the solution would be- and the front desk woman actually hung up on me. She eventually just walked away from my wife and refused to provided her service.

My wife works in the hospitality industry and we were both shocked and appalled by the treatment not only from the front desk agent but the manager who approved the cancellation and didn’t even try to improve the situation.

If I could give this hotel negative stars, I would.

If this happens to you or your family the Fairfield Inn down the street was overly accommodating and apologetic for what happened at the Residence Inn. They not only got us in a room right away even at 8pm, but gave us free waters because of the 100+ heatwave. What was supposed to be a pleasant vacation for my wife visiting her family turned into an absolute nightmare and ruined the...