Courtyard by Marriott Birmingham Trussville — Hotel in Trussville

I stayed at this property two weeks ago in Room 331, and I’ve never felt more disappointed by a Marriott experience, especially as a Platinum Elite member.

From the moment I arrived, things started going wrong. The bathroom sink wouldn’t drain because the stopper was broken and sealed shut. I removed it myself and moved on. Then, I discovered the shower water was only lukewarm and barely warm enough to tolerate. I don’t take hot showers, so if you do, it would’ve been downright cold. I gave it another chance the next day, hoping it was a one-time issue, but it wasn’t. It was still lukewarm. I let the water run for several minutes with no improvement. Despite these issues, I didn’t request a room change because I had unpacked for a multi-day conference and the hassle of moving mid-stay didn’t seem worth it at the time.

I had requested housekeeping service every other day through the app. Housekeeping came on Day 1 and did a nice job. However, on Days 2 and 3, no one came. On Day 4, I returned to find that only a single towel had been left on the desk—there was no bed made, no cleaning, nothing else done. I believe the trash was finally taken out that day.

The real turning point, however, was what happened on Day 4. When I returned to my room around 6 PM, I found the door unlocked and the safety latch engaged and propping the door open. I am a woman traveling alone. Anyone could have entered my room for hours while I was gone. This is an unacceptable security lapse. When I called the front desk, the employee told me she would “make a note of it,” but didn’t appear to take the issue seriously until I explained that I was alone and my husband, who is the primary listed on our shared Marriott account, was overseas. I requested to speak to the manager and was told she wouldn’t be in until the next morning.

To make matters worse, I then called Marriott customer service, hoping to escalate the issue. Even though I had our full account details, they refused to speak with me because I couldn’t access my husband’s phone or email to receive a verification code despite the fact that I wasn’t trying to change anything on the account but simply file a complaint. Their concern for account security was clear but it would have been nice if they showed the same level of concern for the actual security of my hotel room.

I tried again the next morning to speak to the manager, but once again was told she wasn’t in yet. I had to be at my conference early and couldn’t stick around. I left feeling frustrated, disregarded, and unsafe.

To top it off, when I asked for a late checkout as a Platinum Elite guest, I was told it would be a $50 fee. I’ve stayed at much nicer Marriott properties with higher occupancy and have never been charged for this. The hotel was practically empty. I declined but it added to the sense that this location does not value loyalty or provide the service that Marriott is known for.

Unfortunately, I am staying at this property again this week only because it’s close to my conference and the reservation was already approved by my employer. I sincerely hope this week’s stay is drastically different. If it isn’t, I’ll be checking out early and switching to the Hilton down the street, where I also hold elite status and have consistently received far better service than what I received at this Marriott.

I will say there was a very pleasant older gentleman working in the Starbucks area there.

Marriott, I expect better and you...

Stayed on December 28, 2020. This was by far the worst Marriott experience I've had to date. I'm a committed Marriott platinum member who travels a lot for business and occasionally for pleasure almost always staying at a Marriott brand (including throughout this COVID mess). While I completely understand the need for COVID protocol, it does not justify non-sensical policy and abhorrent customer service. This stay was a short stop during a holiday trip with my family of 5.

After a 14 hour drive, we were ready to call it a day. After lugging our baggage to the door, we were told through the intercom phone that we would not be allowed in the hotel until the previous customer (1 guy) was finished. Mind you the ENTIRE lobby area was empty other than this one customer but we were left out in the 30 degree weather for several minutes waiting to be allowed to enter.

Once we got inside, Brandy, the hotel receptionist, was more concerned about lecturing us on all the hotel COVID policies than welcoming us for the night. We were then told there was only 1 towel in each room and no blankets. If we wanted more towels or bed coverings, we would have to take them up ourselves (apparently, they risk transmitting COVID by putting more than 1 towel or blankets in the room but it's no big deal handing them to me in the lobby). When asked if someone could help because our hands were full, I was told that was against hotel policy (due to COVID of course).

Part way through checking in, another group of guests entered and Brandy proceeded in screaming at them for not having a mask on. I would think a simple kind request would have worked just as well but it seems that screaming to put a mask on also helps prevent the spread of COVID more effectively.

Marriott better get a grip on this hotel and I'd advise everyone to stay...

We booked 3 rooms and when we got there they canceled 2 of rooms and didn’t tell us. My daughter and niece was staying in those rooms and hadn’t made it yet. So that was the first issue. The man at the front asked if we wanted house keeping and I said yes because we were 4 nights. However, they entire time we were there no one ever came and I had to get our towels from the front desk and take out our own trash. I even asked the lady that was cleaning the rooms why they are not coming to our rooms. She said we weren’t on her list. I told her we asked when we checked in. She said she’d tell her manager and she will come back to clean the room. When we came back, room not cleaned and no clean towels. I went to front desk to complain again and get clean towels. They apologized but that’s all they did. On top of that they are supposed to have the bistro but been closed for a month. The cook left over 30 days ago and never hired anyone new. Also, you have to pay for coffee and it was nasty. Additionally, the furniture in the lobby had stains. Our room had no linen for the fold out bed even though their was a sign in the room that said the linen was in the closet. The bathroom has a small counter space, which limits what you can put in the bathroom. The dresser drawer kept open on it’s own. I had to wedge some cardboard between the top and middle drawer to keep is closed. Also, the bathroom had rust on the tissue cover. The blackout curtains wouldn’t close all the way. Also their bathroom didn’t have a nightlight like many hotels. We have stayed a few a few nights at this hotel and was good. However, this was the worst experience and they are not keeping up the hotel, we even had holes in the towels. Won’t be...