Residence Inn by Marriott Pittsburgh Monroeville/Wilkins Township — Hotel in Wilkins Township

My family and I had a terrible experience at the Residence Inn at Pittsburgh Monroeville/Wilkins Township. This is the most poorly managed hotel I’ve ever stayed at.||||A quick summary for those who don’t want to read the whole story:|| - Upon check-in we learned that hotel significantly changed our reservation without notifying us.|| - After our stay, we saw on our credit card history that the hotel incorrectly charged us for an extra room.|| - Calls to the general manager and assistant manager were never returned to try and correct the charge.|| - We had to open a case with the main Residence Inn office and it took over two weeks and many emails for the charge to be corrected.|| - We have still never received a phone call or email from the general manager to apologize or explain what happened.|| - There were other issues with the hotel as well -- this together suggests that this establishment is poorly run.||||My wife and I reserved a 2-bedroom suite for Saturday August 9, 2025 (we reserved about two weeks prior). When we arrived shortly before check-in time, the front desk person said our reservation had changed to two non-adjacent smaller rooms: a 1-bedroom suite and a studio. This change was made by the hotel, not by us and they did not tell us about the change before we arrived. We have young children and two separate rooms wasn’t going to work. The front desk person deflected the blame as not her fault (some other staff member had made the change). My wife and I opted to have our family stay in the 1-bedroom suite for $284 and cancel the studio. When we checked out, the front desk person said we would receive a receipt via email, and she confirmed the charge of $284. We never received the email receipt.||||Later, we discovered that our credit card had two charges: one for the 1 bedroom suite for $284, and another likely for the studio at $249.50. On August 11, I left a voicemail with the general manager. The next day, we didn’t hear back, so my wife left a message with the assistant manager.||||On August 13, we still hadn’t heard from the hotel, so I called the corporate number and opened up a customer care case with the main office and explained what happened. My wife and I then had to explain the story once again via email to the customer care agent. It took several emails but the charge eventually was credited back to us. ||||As of today, Sept 1, we have not received an email or phone call from the general manager to explain what happened, and we still have not received a receipt for the room that we stayed in. I am going to try calling them again about the receipt, but I’m tired of dealing with them.||||There were many other problems at the hotel as well, including my room’s refrigerator that looked rusty and beat up, torn privacy window shades, and messes & items left in the lobby due to ongoing construction. I saw the police arrive at one point -- I believe (not sure) that I heard them saying they were investigating someone getting hurt in the hotel lobby.||||The lack of communication throughout this ordeal, incorrect charges, missing receipt, and issues in the room and lobby all point to poor management. If you’re looking for a hotel to stay in, I highly suggest...

My wife and I stayed at the Monroeville location in 2018 and the vast difference in one year was disappointing. The hotel room was not thoroughly cleaned, pet hair was on the furniture and in the carpet, the window curtains were noticeably stained, the entrance and bathroom floor was sticky, just to name a few things. The ironing board was stained and the iron was a small ($5.00) device that barely worked.

The hotel lobby was not well-kept, the elevators were not cleaned , the patio furniture was sparse (no cushions), inexpensive plastic, the area was devoid of any maintenance and the fire pit was filled with cigarette butts and other trash. The room across from ours appeared to be used by the hotel staff, or a friend, for hanging out. Seedy looking characters hanging out - not guest of the facility.

The room doors needed cleaning, painting or both. There wasn't any signs of Supervision or Management presence. The afternoon and evening staff appeared unfriendly, demonstrated a lack of care for the guest, often times we witnessed friends/acquaintances of the staff hanging out at the front desk, staff outside smoking, staff on their personal laptop, or no one insight after 10PM.

The entire experience was disheartening, as we selected this location based on our pleasant visit in 2018. The hotel also charges $5.00 per day to park your vehicle without any presence of security. Also, we never received a parking pass, just a charge of $40.00 added to my credit card. Note: Park at your own risk

The only pleasant aspect of the stay was the housekeeper Wendy. When we requested that our room be cleaned, she did an amazing job with cleaning the room to the best of her ability. All of the other housekeeping staff appear lazy and disinterested with performing their duties. If I were they executive for the establishment, there would be process and performance improvements implemented post-haste.

The staff needs to be re-trained and provided with a scorecard of their performance. At this juncture I would not recommend anyone to this facility, unless they're not expecting a higher level of service and accommodations, based on the cost of the hotel stay. Thus my...

My family of 5 plus our Boston Terrier recently stayed at the Residence Inn (Monroeville). We had the pleasure of interacting with the (general manager Robert Sipel) and manager Alex Bouchard. We had just relocated from the West Coast and needed a place to stay. Plans with a family member fell through, which meant sleep in the car or find a hotel and Airbnb was off the table. We needed a place to stay until we could find a home to purchase which could take 4-8 weeks.

We ended up staying a month at the Residence Inn. The service and attention to detail provided was exemplary. From the moment we arrived, Alex (manager) made sure every aspect of our stay was warm and welcoming. The managers professionalism, warmth, and genuine concern for guest were evident throughout our visit.

Robert (genral manager) and Alex (manager)went above and beyond to accommodate our families needs. There proactive approach and kindness for a temporary displaced family of 5 and dog was an ensuring and memorable experience that truly touched our hearts. Becca another manager also went above and beyond, by offering to keep our dog in the office with her should we need a dog sitter.

Housekeeping and food service were friendly and professional. Breakfast was always fresh and the food area was always well kept and stocked. Housekeeping kept us with clean towels and rooms while also keeping the hotel looking presentable for all guests. We were so fortunate to have stayed at the Residence Inn Monroeville and would stay again anytime we needed a temporary place to call home. The hotel will be getting an overhaul soon, keep in mind some of the furniture maybe dated. Otherwise, it’s clean and the beds were comfortable. We also a kitchen which help cut the cost of our food bill.

Thank you again Residence...