Courtyard by Marriott Cincinnati North at Union Centre — Hotel in West Chester Township

We stayed here this weekend for a Friday and Saturday night reservation. We booked a king bed room which was very nice. Tiled bathroom with a walk-in glass shower. I was super excited to have a great place to stay.

We got in late on Friday after a long drive. The lobby was full of running and screaming young boys in town for a soccer tournament. It was off-putting, but we decided it was not a big deal as we were headed up to our room.

Overnight, the air conditioner/heater stopped working. Early Saturday morning, we asked the desk receptionist if it could be fixed or if we could be moved. She said it was not a problem at all. They sent maintenance as we were leaving the hotel for the day.

When we returned, I asked at the desk if the air unit had been fixed. The evening receptionist had no idea what I was talking about, so she said we should be just fine. We went up to our room. Still not functional. I went back down to the lobby, only to be informed that they were fully booked and were unable to provide me with a comparable room.

We moved to a different room (not nearly as nice as the first, which I found strange and made me very angry...) and prepared to head downstairs to enjoy the pool with my nine year old.

The pool was disgraceful. The screaming soccer players (10-12 of them) had taken over the pool and were running, sliding on the tile floor, tackling each other, throwing each other into the water, etc. The floor was at least an inch deep with water and there were dirty towels everywhere. No clean towels to be found. The pool is without lifeguard, and these kids were swimming basically unattended. There were two adults in the room, though neither were taking the time to keep the kids under control. Their behavior was so wild, I felt unsafe letting my daughter swim. As we stood contemplating the situation, two other families came down to enjoy the pool, but left without undressing after seeing the wild scene in the pool room.

I went to the desk to ask for towels and to have an employee come ask the other guest to be a little more respectful. The receptionist grabbed us towels but did nothing to address the other issues.

I know that kids will be kids. However, when you have guests complain about other unruly guests, the hotel staff should have intervened. They let this team of boys and their families ruin many of their other guests' experiences.

The poor customer service we received has made me not want to use Marriott at all again.

The staff should be ashamed.

I will say, the woman working at the bistro/Starbucks in the lobby was amazing. She was kind and gave great customer service. We saw her morning, noon and night at that counter. She's a superstar and the only reason I gave two stars...

Unacceptable! We reserved a block of 25 rooms for family and guests at our son's wedding. The front desk staff was rude, failed to give out welcome bags as guests checked-in and charged at least one of our guests $50 over the block rate. The first morning I woke up at this hotel, I went downstairs for coffee and stood in line at the Bistro and listened to the woman working the front desk complaining to the barista about 'that wedding party' and how we moved the chairs in the lobby the night before (remember we had a large group) and didn't put them back in the right places...really?!? Later that evening, after the wedding, a busload of one inebriated groom and 40 other happy people returned to the hotel and were greeted by the front desk ogre who immediately informed us that she had already had complaints and we all needed to go to our rooms!!! Complaints? We had been gone all day and just returned!!! As adults, we took issue with being sent to our rooms and when we challenged her she called her general manager who yelled at us over the speaker phone and even called one of our relatives who has been 6 years sober a "drunk"! The GM then threatened to call the police on us if we did not go to our rooms. Apparently that is their standard operating procedure.... four guests from another large party were also threatened with a call to the police because they too had never heard of 'quiet time' after 11:00 pm in the lobby of a hotel on Friday and Saturday night! The third morning I woke up to go down for coffee, I got to hear the front desk ogre bragging to the woman relieving her from her shift about "oh, I handled them..... they know I'm not playin" as she was walking through the lobby. So, 2 of the 3 mornings at this hotel the front desk person is talking smack about our party to other associates in front of other guests .... too stupid to notice or too rude to care that the mother of the groom is standing right there! Other notable issues were: they refused to give multiple people in our party clean towels didn't open the Bistro for happy hour from 5 - 7 on Saturday night told a guest who left a bag at the hotel after checking out, that she would have to have UPS come to the hotel, box up her bag and ship it herself. As a consultant, I spend about 1/3 of the year in hotels and I have never even heard of such ridiculous behavior from a hotel's front desk staff. Furthermore, to have a GM yell at and name-call a guest that is not happy with the service they are receiving is down-right...

We came into town to visit family for the holiday and let’s just say we are less than pleased with our stay here. Why is there a $5 parking fee a night for a suburban hotel? The wifi did not work in our room the entire stay except for about 5 minutes. I told the front desk girl who worked overnight about it and she offered to change our rooms, as if that would fix the problem on that specific room. But also why would I want to move from a room we are already settled in?! ||The next morning I told the morning shift person, a nice lady with an English accent about it and she said she would have someone in the room as soon as we left for the day to go fix it. We got back to the hotel late that night and it did work.. for like 5 minutes then I looked and my son’s wifi had been disconnected again. We assumed breakfast would be included but it wasn’t. I ended up having to buy my son breakfast which tasted good but was a bit overpriced. The bistro also ran out of regular milk because it was expired, which I definitely appreciate not giving me expired milk but they only had oat and almond milk replacements which my son didn’t like so I got apple juice instead. ||The staff was really nice that we talked to, mainly the young girl working in the bistro and the English lady working the front desk. Those two were great to talk to every morning when my son would wake up at 6/6:30 and we’d go down for breakfast. ||Would I recommend this place to someone? Considering my dad just asked where we stayed for his next visit and I told him about his other options. I told him the only good part were...