Courtyard by Marriott Albany Airport — Hotel in Town of Colonie

Used to have a few free amenities, like coffee. Now, nada. I was offered a $10 voucher or points; when I asked if I'd get that for each night, the answer was no, only once. Girl behind the counter really needs training. I'm used to Marriott employees at least faking enthusiasm about customers but not this one. Seemed like a chore just to check me in. I did spot her constantly texting on her cellphone at every turn. Later, when I called down to report that the internet TV (Netflix, YouTube, etc) would not function, she told me she'd contact Spectrum? and call me back. No call back. Later in the evening I called down to repeat the issue plus some internet connectivity problems for my tablet, I was told "a crew was coming in to fix it". (different employee). The next day (we stayed for 2 nights) I again reported the issue and again was assured "a crew was coming to fix it" - that was in the morning. Later in the late afternoon, I again reported the problem and was told it hadn't been happening anywhere else but that there was no one who could troubleshoot. Next morning, I again reported the problem and was told I could call Spectrum to see if they could help! Huh? Now, as we were checking out, one of the elevators malfunctioned and trapped a customer between floors for about a half hour until the fire department could free him. The other elevator was functioning. As I got off the elevator, the first employee was meeting people as they came off the elevator, asking them to please not use the elevators. About 15 minutes later, hand written signs were taped to each elevator door on each floor saying the elevators were out of service. There was no offer of assistance or information or any idea if/when service might be restored. Not too cool a situation if one was checking out of the top floor. At this point, I asked to speak to a manager and was told none was on site at present. If I'll leave a phone number, the Manager would call me back. Color me skeptical but after about 2 hours I did get a call back from an apologetic manager who gave me extra points to offset the less-than-positive experience. So, while I do appreciate the reach out by the manager, the overall experience was not what I had experienced at this hotel previously and at Marriott facilities in general. I'm trying to be charitable here but a lot of my complaints could have been offset by some better customer-facing attitudes and some real problem solvers. I'm guessing the short staffing/untrained staff...

I am Titanium Elite Marriott member. I’ve stayed in many hotels across the country, This was the worst. On my first night here I noticed STAINS on the queen bed comforter, the sheets at least looked clean so I didn’t bother to request a new comforter. The second night I decided I’d sleep in the second queen bed since I was told house keeping was every 2 days. Well, the sheets on 2nd bed had a MOLDED looking stain as of moisture has sat there for some days, also the comforter was dingy as If it hadn’t been watched in months (see photos). At this point I still was Not upset, because most hotels are not detailed.

When I call the Mike at the front desk, I nicely explained the situation & ask for a new comforter, he was not apologetic and told me he had “3 customers waiting line”, so I immediately asked for his name and the supervisors name to report him and hung up the phone. He did, however send up a new comforter at least.

I tossed all the sheets and comforters on the floor then next day to be sure the housekeepers wouldn’t re-use them.

The next day I was expecting full service cleaning, Well after speaking to the supervisor (Angelica) and telling her the situation, she claimed that full service was every FIVE days and a re-fresh was every TWO days. This is not was I was told on the day of check-in. I was not satisfied with how she handle the situation either. After telling her the issues with the room in addition to Mike’s attitude, she proceeds to say “ I’ll see what we can do about a full service cleaning”. And didn’t address the situation to Mike to correct him on his behavior. Seems it wasn’t a big deal to her.

The hotel lobby/ amenities are nice, and the remaining staff was very nice. But if you are OCD and very clean, & expect a clean bed don’t stay here. It seems there is also a problem with management. And if they are going to only clean the room Every 5 days then this info should be disclosed before booking, cleaning is included in the rate, it’s disappointing to spend money and you can’t get clean sheets, comforters or a clean room When requested. Cleaning a room shouldn’t be a second thought.

On the first night there was also hair left in the shower, something I forgot to report. Thank goodness I was raised to be clean, and like to bring my own...

Do NOT Stay! Stayed here at the Residence Inn recently. I arrived late in the evening and was tired. Went to my room and began getting ready for bed. There was gross hair on shower wall. How housekeeping missed it baffled me. I had an early morning and had showered before arrival, so I went to sleep.

In the morning, I found that the room was generally filthy. Dirty glasses in dirty cabinets. Dirty floors. Gunk on one of the hightop chairs. Dirty drawers. A fork in the garbage disposal. Seemed like the room hadn’t even been cleaned.

I took pictures and went to down to reception on my way out for the day. They assured me they would clean the room. Got a follow up email from management stating that they would be crediting me 20k points.

I returned that evening to find gunk still on the chair and with no sense that the room had been thoroughly cleaned. How did they not clean stuff I gave the pictures of?

The points are still not in my account weeks later. I have followed up with hotel management and been ignored. This place is gross and the management is horrible. They have taken to lashing out at me rather than managing a hotel.

I am a Platinum member, and this was the worst room I have ever experienced, and worst service, in the world....