TownePlace Suites by Marriott Columbia West/Lexington — Hotel in West Columbia

When I checked in, the A/C didn't work in my first room. The lady that worked in the lobby on the Nighy of Sept 1st. was awesome. She found me a new room and said, "If you have any issues with this room, just call down, and I will bring up keys to a new room." Now that is customer service for a weary traveler. The room was fine until I tried to turn off the shower. The know and the entire housing rotated, and the shower didn't turn off. After about 10 minutes of rotating everything in one direction, I could see that the outer housing had screws in it that were not screwed into anything, allowing the housing turn. All this at 1am. I reported to the desk clerk that morning around 9 a.m. when I was heading out. ||I returned at 2pm and and nothing had been done. I was at 345pm, and now I meet condescending Sandra. I asked if my room would be turned, and she said we won't be able to today. we had 60 departures today. She then proceeds to quote policy and talk about during COVID blah blah blah. She asked if I wanted towels, and I said yes. Then she again goes in about why my room won't be turned, etc. It was completely. unnecessary. I return that evening, with no towels in my room ||When I checked out, I mentioned to the front desk clerk that my folio was not correct. I showed him my reservation and then my folio. He said he fixed it and would send me an updated folio. He sends me the exact same folio. He then says he can't make changes and Sandra would do it, and I would get a new folio when she comes in. That never happened. I called back, and the desk clerk said Sandra was not in and that she would call me tomorrow (Labor Day). No call. I called and got Sandra, who didn't apologize for not calling but stated that she had been busy. ||The rudeness overtaking immediately commences when I state my issue. Granted, I made a mistake and clicked on an expired card in my Bonvoy profile and tried to explain that the card used was already on file. She is nearly yelling about the prepaid rate versus the member rate. No customer service at all. ||It is truly disappointing that Mariott allows someone with this little regard for customer service to have their name on the wall as a manager. Customers make inquiries, and they do not need to be met with hostility. You can tell when someone wants to be helpful and when they are frustrated with their service job and want to show the least amount of customer service and professionalism....

I am a travel nurse and have been travelling to numerous places around the States. My most recent stay was in South Carolina at Marriott, TownePlace Suites Columbia West/Lexington. The management and hospitality staff were all excellent and kind. One individual in particular made the stay quite pleasant, "Kalye", who works at the front desk. Not only did she excel at her basic duties but also in domains consistent with customer service and advocacy. She is always present at her desk ready to greet and help her customers. She is very knowledgeable about the intricacies and idiosyncrasies associated with the hotel where in my previous experience, has not always been the case. My booking times are more erratic than traditional bookings, even for healthcare workers, and she has the resources to immediately solve any problem then and there. This gives you immediate satisfaction and peace of mind that you are being valued as a customer and well respected. There were a few issues regarding inconsistent and inaccurate banking holds on bookings when I booked through the Bon Voy app and online - it appeared to be a synchronization issue and the two didn't always communicate with one another. She immediately followed up on it after I finished a hectic night shift and called her manager, Sandra, to help resolve the issue. Although she already had the solution resolved management was required to sign-off. All-in-all, I am very happy with staying at the Marriott hotel here in Columbia, SC. My needs have been met every step of the way and professionalism was always shown to me and others I interacted with. Most of the first impressions comes from a customers' interaction with the lobby and by extension, the front desk. Kalye has made the initial and continues to make the experience positive and I encourage all those who are travelling to Columbia, SC to stay at the Columbia/West Lexington site for excellent service and customer support. Knowing that you are well taken care of is integral to the long-term, nomadic, travel...

We had a 12 hour trip down here for work and arrived before check in but they made sure to accommodate us without question. Those little things mean the world after a long period of driving or traveling. The last thing I'd have wanted to do was find somewhere to kill time till check in like they could have said. The little kitchenette with a almost full size fridge, plates, cups, silverware, etc was really nice to have. I'd Def stay here again especially with our 3 week schedule. Eating out every night is pricey as well as hard on my stomach, being able to go to the store and having a place to put food and drinks makes a world of difference. This is a decent option if a cheap air bnb isn't available or not in the price range to put up multiple people. 140 a night for 2 beds with the kitchen was very reasonable having those amenities at your fingertips. Trying to have anything extra in your room when there is only a small mini fridge for 2 ppl isn't realistic in the slightest.

My only complaint is to have a little surge protector behind the TV so you can plug in a device of your own. There is only 1 outlet back there and they have the TV plugged in, as well as that device the cable and any accessories run through so that it all works off that bonvoy menu thats on the tv when turned on. I ended up going to Walmart and picking up one that ill leave in my work traveling bag but this is the first hotel I've ran into the situation of having no where to plug my xbox 1 in. I use my xbox for youtube, streaming apps etc. And wasn't trying to go without and be stuck watching the same show over...