TownePlace Suites by Marriott Des Moines West/Jordan Creek — Hotel in West Des Moines

This was by far one of the worst hotels I've ever had the displeasure of staying in, we were treated rudely from the start hotel staff was unfriendly. We booked this hotel for a 5 night stay by the end of the 2nd night we had barbecued outside the hotel, when my family had gone back to our hotel room I went back downstairs to check to make sure the barbecuer was off decided to go into the lobby to watch a little bit of TV stood there for about a minute when Brad came over to me and shoved box of masks in my face told me that I was gonna wear a mask while I was in his hotel I politely told him no thank you and he said while you're in my hotel you are going to wear a mask or I am going to have you evicted and I can call the police I told him no thank you and that I was going to my Room anyway he told me he was going to call the police I said go ahead I then walked over to the other lady that was at the front desk and asked her if I had worn a mask the entire time I had been there all the while this lady had her mask down to her mouth while her nose was exposed and so was Brad's she said I'm sorry I forgot to tell you I said well we've been here for 2 days and not one person has asked us to wear a mask so with that I had assumed it was just precautionary and that it wasn't mandatory I continued back to my hotel Room where we stayed for another hour until 1130pm when I got a knock on the front door of the hotel Room it was Brad and the police, Brad had the police their trying to evict us from our hotel Room me my wife and 5 other children at almost midnight the police were sympathetic and told Brad or asked Brad and pleaded our case if it was ok for us to stay until the morning at 7 o'clock in the morning and evidently it was ok with Brad so 7 o'clock in the morning rolls round and we get a knock on the door and somebody trying to break into our hotel Room but I had the the security lock enabled And they couldn't get into our hotel Room at that point the police officer starts saying can somebody come to the door my son comes and gets me I go back to the door open the door and there's Brad with 2 police officers asking us to leave I tried numerous times to contact the GM of the hotel when I finally was giving her information I called her numerous numerous numerous times she wouldn't return my phone call finally I had to go down to the front desk as we were leaving and asked if I could see Sam or if Sam was in I was told by 3 people Sam was in, all 3 of whom hid for me went into the back office and shut the door and locked it which Sam never produced herself never came out And acted like a child and call the police on us and had me trespassed from the property and on top of which they stole $340 from our account because we still had days we were supposed to stay at the hotel do not stay at this place it is filthy the carpets in our Room smelled like urine the Room was filthy the hotel was filthy the people were rude and we were treated with total disrespect over a mask. My son is a double amputee wrestler from Montana and we travel all over the United States he has over a million followers on social media and we are going to reach out to those users and the reddit communities to get the word out about this hotel...there is no mask mandate in Des Moines but these people felt like bullying us. The police officer even had to scold one of their workers whom tried to make him wear a mask and he told them no thank you and reminded them the mask mandate had been dropped for quite some time in their state. We came to their hotel to have a good time while wrestling at tournaments in their communities, we spent money while here helping this economy grow and thus this community as well and this is how we get treated. This is not the last they have heard about this #americastrong...

I’ll start by saying I love that this hotel is dog friendly, and love the suite layout! The staff was all very nice, however there are some communication issues between staff as well as with staff/guests. We were given different answers to policies, depending on who we interacted with. The hotel itself was once so nice...but it is simply not clean. All exits were littered with trash and cigarette butts and no one cleaned them up/emptied trash for days. Upon checking into our room, we found soiled linens in our closet, dust/dirt INSIDE the fridge/kitchen cupboards, dirty kitchen, sticky gross stuff on the doorknobs, and a mildewy shower curtain. We also had ants in our room and when I reported this, the front desk attendant laughed at me. I looked under all the furniture, and picked up all kinds of trash, candy, etc, yet my dog and kids managed to find toys, clothing tags, and food that wasn’t ours throughout our stay. It just didn’t feel clean, despite wiping everything down myself.

We stayed a week, and were provided a set of 4 towels, one dishwasher soap packet, and one roll of toilet paper for our family of 4. After 2 days without new towels/supplies, I called to ask about housekeeping. The employee told me “we are not a full service hotel.” Ok, whatever that means! I guess I expected that trash would be taken out and towels/supplies refreshed, but was informed that I’d have to get them from the desk. One manager was extremely helpful, but I felt like I had to beg for new trash bags and towels! He did deliver some to my room a few days later, which was appreciated. I was told to collect trash/wet towels and put them in the hallway. We had one pile of damp towels and trash that sat next to our door for 48 hours. Housekeeping staff was SO friendly, helpful in our interactions with them. They are clearly short staffed, and overwhelmed.

Covid policies are clearly outlined. Masks are required, but housekeeping didn’t wear them, and managers walked around with noses hanging out. Pool/gym policy was to reserve 1 hour slots, but 3 times our family had the pool, the front desk double booked, so we shared which is not their policy. Pool towels were never stocked without calling the desk and asking, in our 5 visits to the pool. Gym was a nice setup had top of the line (dirty) equipment and trash was overflowing.

I hope a refresh is in the works and they can add to their friendly staff to make this a better place to stay. I...

Before we arrived (7/11/2020) we called the hotel to ask about the safety precautions they had in place due to COVID-19. The person at the front desk stated employees must wear a mask when in the communal areas, but it was very hard to control what people were doing because it was the weekend and the hotel was fully booked. When we checked in a few minutes later the person at the front desk was not wearing a mask and came out from behind the protective shield on the counter to talk w/ another guest face to face. Teenagers were playing tag in the lobby and using the stairs and elevator for their game, one young man openly and forcefully coughed as he walked by us though the lobby. Adults were socializing in the lobby and out front at a table with no masks and no social distancing. Based on the hotel’s decisions to ignore the safety of all guests, we immediately cancelled the rest of the week we had planned to stay. It’s simple, second hand smoke causes cancer and can lead to death(there’s enough evidence), so you don’t allow smoking...not just for the health of the smoker...it’s for the health of the rest of your guests. Covid-19 is a contagious virus that can lead to death (there’s enough evidence), you need to require people to wear masks...what is more important than the health of your guests. We spoke with the manager as we were leaving today to provide this feedback. She was very nice and was surprised the young girl the night before hadn’t been wearing a mask. She stated that Iowa isn’t requiring any specific safety measures and neither is Marriott, instead leaving these decisions up to local officials and local officials say your free to move about the cabin as you wish, which is ironic because yesterday Iowa had its largest covid...