Residence Inn by Marriott Wilkes-Barre Arena — Hotel in Wilkes-Barre Township

I have stayed at this property before without incident and on 1/28 I made a reservation for 2/2. (I am a Gold Elite member of over 20 years as well as an executive platinum member.) I received my resy confirmation as well as a mobile check in prior to arrival. On 2/2, I checked the app for address confirmation to see that my reservation was not there. I called the hotel and was told that the hotel cancelled my reservation bc it is their policy to not accept reservations of guests who live within 25 miles of the hotel. I stay at a Marriott nearly every week & have stayed at this property before and have never encountered this. I received an email from the hotel THAT day noting they were cancelling my room. Frustrated, I reached out to Marriott customer care and received an email back that someone from the hotel would reach out to me with 2-3 days. I heard nothing back and contacted them again on day 4. I then received an email back from the hotel GM saying "that they tried to reach me PRIOR to my arrival and offered to find me alternative accommodations" - I forwarded her the original email that said nothing for the sort. It is disappointing that the hotel has lied to me on several occasions even when I present emails to back up my frustration. Additionally, I have never heard of this hotel local policy and based on my status, should not be given this terrible customer service. I received notification that the hotel gave me 5,000 points....anyone familiar with Marriott knows that 5,000 points is a joke. Furthermore, I never asked for anything, just a simple and HONEST...

My stay here was absolutely horrendous. For starters my room had rose petals under the bed so the housekeeper did not do a good job cleaning. My stove still had food stuck to it. My shower had no door as they claim that's part of the aesthetic of some of their rooms. I paid more than $200 to stay one night here and could not even take a warm shower because there was no shower door. I have never in my life taken such a cold and uncomfortable shower in a hotel!!

I called Expedia who I booked this room through and requested a refund or some sort of credit for my trouble. He calls the hotel and speaks with a girl named Grace who tells him she spoke with a general manager named Tamika who said she will NOT refund any part of my stay.

I then called the hotel myself to speak with this Grace to find out how she was able to just give a decision of no refund that quick. I asked the girl Grace if she was a manager and she said no I'm the front desk lead. I said well is there a manager available to make this decision and she says Tamika the manager is not there but says she called Tamika on her cell phone and Tamika gave this decision from her bed obviously because this was at 6:30 AM when we called the hotel.

I have stayed at several residence inns And have never had such a terrible experience as my family and I had at the one in Wilkes-Barre PA. Do yourself a favor and book somewhere where they actually care about their...

This is going to sound unnecessarily pretentious, but I really want to drive this point home - this is the nicest and best run “low end” hotel I have ever stayed in.

The rooms are spacious and clean, the beds are comfortable, the streaming tech is actually modern, and whomever hired and trained the staff needs to be promoted. The only time I would ever expect for cleaning people to smile and ask what else I need in my room, or breakfast staff to smile and ask how I liked my breakfast (which is actually good), is at a 5 star resort, not a Residence Inn, and yet here we are. There’s a gym, a pool, an outdoor eating area with a large fire pit, and it all just works far better than it should.

I have stayed in some spectacular hotels, and as a result, staying at a run of the mill Marriott or Hilton or whatever, especially in the states, is always a bit of a letdown. The rooms usually smell weird, the service is non-existent or negative, and you’re just hoping to get through it without catching something.

Meanwhile, this Residence Inn in the middle of nowhere absolutely knocks it out of the park. Marriott should study this place to understand how to improve their...