SpringHill Suites by Marriott Milwaukee West/Wauwatosa — Hotel in Wauwatosa

I made a reservation to stay at this location using the Marriott Bonvoy app. My room was booked w/taxes at the rate of $195.96. Prior to my arrival I received an email regarding a mobile key. I was unfamiliar with the mobile key process and I called to inquire as the email suggested I do if any further questions. Well me calling lead to there being a “note” left regarding my stay. This note was hand written and the receptionist Jake advised he was to follow the note. He attempted to charge me $370.00 total for my stay. I asked why there was a note left being I didn’t have any special accommodations and why had the total increased. He said he didn’t know and was following the note. I asked him to contact his supervisor so he contacted her via FaceTime. She started says “at this time” incidentals are $150. I respond with ok but he charged me $170 per a note he was left. She says she doesn’t know about the note and that everything is pending. Being there was a note that no one could explain the reason for I didn’t feel safe and/or comfortable. I asked that I be refunded. Asked for their names and advised I will contact corporate on Monday. I call customer care (Sheena) assists me and calls the hotel for the incidental fee amt. Adam (GM) answers and says $50 a night. Ok. So now Sheena sees that my stay is only for one night. She completes my complaint and gets me to a Sup (Carrie). Carrie is not concerned and calls Adam back to find out why I was charged $170 in incidentals for one night stay. Adam tells her I had a no cost room so they must charge $150. I advise Carrie I entered my info on the bonvoy site along with my credit card for the $195.97 and incidentals. She advises me everything is logged for my complaint and allow 3-5 business days for a response. I ask if I may contact Adam to get some understanding. I speak with Adam who advises he can’t see my reservation being I checked out. I explain what occurred Saturday and he advises that I was charged $150 because they charge that amount on Saturday and Sunday. I asked why he told Sheena incidentals were $50 a day and Carrie that I was charged $150 due to using points. He responded that he told Sheena $50 because it is Monday (didn’t matter what day she was calling about), Carrie was told $150 because of a no cost point room because he just told her that’s why $150 would be charged. I then ask Adam for the incidental charge rules in writing he stated there is nothing in writing and they just know what to charge. I advised I feel I was discriminated against/ racially profiled. He was extremely COMBATIVE, DISRESPECTFUL AND UNPROFESSIONAL. This is so disheartening because I was staying at this location because my Daughter has been at Children’s Hospital for 36 days in the ICU department and this location is 4 mins away from the hospital and I wanted to be close to get a good nights rest being her Stepmom was watching her for me Saturday night. I am appalled by this location and I suggest NO ONE STAY HERE especially when they feel it’s alright to discriminate, overcharge and be unprofessional!!! Absolutely...

To say this was the worst experience I have ever had with a hotel is a massive understatement. To preface the situation, I have a child that has played travel sports for over 8 years now and a brother for about 10 years before that. I have stayed in just about every state in the continental United States and a few times a piece. For this trip we had to book through a third party which made it more complicated. We booked about 6 months in advance and received our schedule 6 days before the tournament started (this is normal). Once I received the schedule I called immediately to shorten our trip. I called 5 DAYS IN ADVANCE to cancel this extra night that was not needed. The third party said no problem we will remove it and refund your down payment. The hotel however was not so accommodating. I spoke to Sara in group sales who was awful. She immediately had an attitude and said I had to have cancelled by the day before to not be charged. She informed me even with 5 days advance she was charging me my entire amount for the night I did NOT need. I explained I was a single mom and doing my best and could hardly afford this trip in the first place. So she very snottily said she would cancel my entire trip and not charge me but she wouldn’t cancel the one night I was getting charged for it. I asked for the hotel manager. I spoke to Adam, although nice, he was no help. He said she was in sales and there was not much he could do. So I took it up with the third party. They fought back and forth for 2 days ( I had no further contact with the hotel) and their end result was SARA cancelling my reservation along with another family because I requested their day's cancellation as well and telling me we were not allowed on the property along with the other family. How in the world is this any sort of customer service?!?!? I ended up booking with a family member and staying anyway, but was horrified how this individual treated a guest. I will be filing complaints with the BBB, local chamber of commerce as well as anywhere else that is relevant. I will also put in complaints to every third-party sports coordinator to let them know the trouble this...

I just removed my former 5 star review, as we had stayed here 7x, and now will never do so again. The General Manager is extremely rude. I made the mistake of informing him that I felt he was being rude, so he went to his superiors at corporate first, and gave them a twisted version of his attitude and claimed that we were threatening him...lol. After I had asked him why he was so rude, he informed me that HE is the manager of that hotel, there is nobody above him that would ever not take his side, and if I didn't like it, I could call 1-800-marriot. Unbelievably, he was correct. Corporate fully stands behind this rude and flippant man. Check out the other reviews that are less than 5 stars that say something similar. You can see that he goes through the reviews and argues his point and dismisses the concerns. Not what I had ever experienced with Marriot...very sad to see that they are allowing this type of behavior to tarnish their name. The room, which is supposed to be not only clean, but cleaner due to covid was not at all clean. When I went to close the curtains after entering the room, I found a ton of dog hair and pizza toppings in the grates of the air container and the top of the air conditioner itself. Obviously I had no option to express the concern on the dirty room that Obviously had just had a dog in it...as once again...if you stay at this hotel, and you don't like something, this manager will argue, insult, and gaslight you...and again...if you don't like it, you can call 1-800- Marriott where they will "conduct an investigation, and a week later, they will tell you that they are indeed standing by their manager...and...if you don't like it...well...don't come back. Very disappointed in Marriot. The pictures below are hard to see...but if you zoom in you see the dog hair and...