Trumbull Marriott Shelton — Hotel in Trumbull

We were so disappointed with our stay at this Marriott. We could have booked a hotel much closer to where we were visiting, but we trusted the brand, and hoping to earn points we stayed here. We booked a first floor room with a patio and after arriving at 1 am from a crazy long drive with our little kids, we were told we had a room on the fifth floor- the last room at the very end of their winding hallway we’d come to learn. The night we arrived we were greeted by a scary elevator system. The doors started closing as we were stepping on as a family and when my husband tried to hold it so myself and our other children could step on the door kept shutting forcefully. Then when we were on it was loud and grinding. It was just two adult and our small children. Very disconcerting. Then we got to our floor. The carpet was riddled with papers and other things. They were not clean, and we had a lot of time to observe them because the hallways are insanely long. It took us forever to make it to our room. Finally when we got to our room we were so disheartened. The room WAS NOT CLEAN. Atleast not to any standard expected for a hotel. The photos show it all. Holes in the blankets, there were all different types of stains on the sheets and mattress, pullout mattress and pillows. The pillows were stuffed into the wrong size pillow cases which made them uncomfortable. There were marks on the glass table top. Stains on the walls, furniture and bathroom floor. You could tell the room was clean at a 50% standard, not 100% standard. There were also hazards in the room. Like I mentioned we had children with us, the coffee table had a glass top on it that wasn’t attached at all. It could just be slid off. Very dangerous. Then the soap dish was a chipped solid clear block of glass. The pullout sofa was full of crumbs when we opened it, and in spite of having the extra bed, there were absolutely no sheets or pillows for it. There was also only one towel in the whole bathroom. It was the first time in a long time I felt I had to check for bed bugs before letting anyone move through the room, it was after 1 am and we had a baby with us. It was awful. The bathroom body wash dispenser had an unpleasant smelling soap in the bottle that could not have been the Marriott issued soap, because I’d stayed in two other Marriot hotels in the last week with the same bottles and the soap smelled nothing like that. It smelled like pinesol, it was so unpleasant and did not make you feel right. The gap between the bottom of the door to our room and the floor was high enough to put two cell photos stacked on top of each other through, or a whole adult hand. If someone wanted to they could lay down and look right into our room. I couldn’t believe it. The front desk attendant was not very friendly and never seemed interested about the guest’s stay or how we were doing. The elevator was awful the whole time we were there. The front revolving door would get stuck with us in it and we had to push through to get out, the side doors didn’t open when we pressed the button so we were basically trapped until they decide to work or you put down all of your bags and push it open. The grass around the entrance is high and over grown. ||Positive:|We met the night security guy and he was very nice. I’m not sure he was security, he wore an outfit that looked like he was security but he seemed nice and delivered all of our extra blankets when we requested them. |I think we met the manager once or twice, and he seemed nice and genuinely interested in the guests experience, but he never asked and we were always just crossing paths. ||This hotel is not to the standard I expect from Marriott. Its way over priced rates are not appropriate for what they offer. The lobby is pretty but the hotel itself is in disarray and not a good place to bring a family. I would not stay here again or recommend another family to stay here, especially...

Tldr; Management/accounting at this hotel does not respond or communicate with any customer. If in need of asking anything related to billing or your hotel charges, you will not get any of the information you need. This is a bad reflection on Marriott as a whole and I highly recommend not booking anything at this Marriott location as the potential for an issue to happen will result in zero resolution of it here. If I could leave negative stars I would.

I recently had someone use my credit card fraudulently at this location (I am on the West Coast and nowhere near this hotel). My bank was able to immediately start the process of a fraud claim and send me a new card and so on but I was attempting to get information from the hotel on when/how the card was used to help with the fraud claim with the bank.

On the first call, the kind lady running the front desk took my information and said she'd provide it to the accounting department to get back to me as they were not in at the time of the call.

After two days of not hearing from anyone, I called the hotel back and this time the lady at the front desk patched me through to the accounting department. I was immediately sent to a voicemail, where I left my name and contact information to be called back. After once again not hearing from anyone for two days, I called the hotel again where the lady at the front desk once again patched me through to accounting, and I was once again sent straight to a voicemail. I waited one more day where I did not receive any contact and called once again, however this time the kind lady at the front desk could patch me through as Andrew in accounting was not in. She said it'd be best to call again on Monday.

So I did. And I got the same process. Left another voicemail. And now we go to the current day, where I once again hadn't heard from anyone and thus called the front desk again where I was once again patched to a voicemail box. I left another voicemail, and decided to repeat the call to see if I can get patched through to anyone other than the front desk through their call menu. Every option available under billing went to the voicemail box and one of the options actually went straight to a dead dial tone. I then tried connecting through the sales department menu, in which each option didn't even have a voicemail box setup, so the call was ended immediately.

I then called and tried going through the reservation menu to where I was actually connected with an agent. She took my information, and much like the kind lady at the front desk of the hotel in the numerous previous calls, stated that I need to get transferred to the hotel manager/accounting.

She started the transfer for me to talk to the manager, and I'm currently on the call. I've been on the call for 1 hour and 15 minutes as of me writing this as I have been on hold waiting for this manager or someone at this location to answer for 1 full hour. It's been so long on hold that the generic AI message saying they care about their customers and my call and they will get right back to me stopped playing. Must have a 1 hour cap on the replay.

My guess is they expect me to drop the call and give up by leaving me on hold.

I still have zero information from anyone at this location that I need to provide to my bank. No one will accept my call and talk to me about it. I only know of Andrew in accounting because of his name provided in the voicemail message and from the kind lady at the front desk saying that's who she was transferring me to.

All I'm looking for is someone at this location to answer my call or call me back as they've stated they would multiple times. I can't imagine having to deal with this type of communication if I actually had stayed...

Ok, so I have driven past this hotel on rt 15 merrit parkway, maybe 500 times but never had a need to stay. I knew it was an old property.

Kudos to the front desk. Had.me checked in under record time aftet.i had just driven 3+ hours to get here. The lobby is clean and has no guests anywhere in sight.

Went upto my room on 5th floor in a squeaky but fully working no issue elevator... got to my room fine just as I had booked it. You can see it's an older but well maintained hotel. Things might be old but all functions. In room heat was a bit noisy but it worked fine. I will take semi noisy heat that works vs no heat any day as it was first major temperature drop of winter season to under 32 degrees.

I am marriott Elite, so I had access to the concierge lounge. Very nice small setup with an outstanding staff member. Did not get her name but she was from Southern Florida north miami. Very personable, and all she wanted to do was help or kept asking if I needed anything(and did this to all the others). I have stayed in a few hundred marriotts and in the usa you don't seem them like her anymore. Wish I had her name to say it here but she and her bosses will know who it was. NICE JOB from a lifetime Titanium bunvoy member here.

Ok sleep was fine.... loud doors banging early... ok sink and shower are older but work great. Next down to breakfast. Here marriott elite get full breakfast as they don't serve in the lounge, which is nicer. Breakfast was average. Scrambled eggs, bacon, sausage, cereal, oatmeal, yogurt, and "breads". I would give ot average at best but in my case free breakfast it was worth it. 😋

Now to recognize more staff the wonderful breakfast lady. She only wanted to help. Offered to bring me more coffee, food, toast. Last time that happened on a buffet was a day before never. super nice lady. Wish I had her name. Sorry.

Off to check out for my single night stay and that was maybe a while one minute process.

Basically an easy access hotel off highway as an older marriott that is basically a business hotel that is matiained as best possible with limited Very hard working super nice Very helpful staff... if I ever need to be in that area again I would definitely stay here again. Hotels don't have to be superb nice. They just have to have an excellent staff with all things working and that is exactly what this property is. Nice job again to the checkin person, executive lounge lady(!!!) From north miami, breakfast lady and the checkout front desk lady.

Oh yes, all kinds of stores within a half mile from supermarket to best buy to khols if...