Courtyard by Marriott Winchester Medical Center — Hotel in Winchester

I visited this Marriott for work. I was pretty pleased with the decor and how up-to-date the property was. CUSTOMER SERVICE is beyond real. My first night I walked down to the bistro the girl at the bar having a personal conversation with a guy made eye contact with me walking up, when I sat down , and while I sat at the table for over 30 mins. She never walked over never took my order. She pretend as if I was invisible. Needless to say I was the ONLY guest seated. There was an older later that come from the kitchen area, she made eye contact did know acknowledge my presence and sat at the table next to me. After getting disgusted with the lack of service, I ordered take out from the Applebee’s. Which kind of disturb me by being inconvenienced after a long day of work, who would’ve thought just getting service was so hard.

When coming back in from work one night my key did not work I stopped by the desk to get my key keyed over. I had my key in my hand where it was visible by the agent, she then made another key and placed it on the counter as if she could not touch me or anything I touched. When as another guest walked up for the same key problem right after me and I watch her entire mood change and reach over grabbed the guests key put it in the machine and placed it in the guests hand.

Having issues with my first room after showering I laid in the bed and started to itch (w/ red bumps appearing all over) I was able to changed room. My second room was stuffy with a Stinch. When approaching The older blonde lady at the desk she continued to count money in her drawer and made me feel as if my issue was not important to her and before I could tell her the a/c was not working for two night on top of this is my second time move she replied “oh the maintenance will look at it” never asked what room I was in. Then she immediately proceeded to talk with a coworker and I said “excuse ma’am” she replied “yes” another guest walked in the hotel to check in and both the agents immediately jumped over to this guest.

I have never stayed at a Marriott property that does not upheld the Marriott standard of service. Never in my life have I felt my skin color would play a major role in a place of business where I am spending the same printed money as everyone else and without shame from the staff be treated differently. I think this hotel staff as a whole can jump on a time machine and come to the year 2018.

Needless to say I moved to another brand property and the service is OUTSTANDING! I am pleased with the staff, service and...

I arrived in Winchester Friday, April 14 around 5 p.m. I went out to dinner. I arrived back at the hotel around 10:30. Ready for a good night's sleep, I kept hearing a car alarm go off outside my window. My room was on the fourth floor. Thinking, after almost 45 minutes, that surely I was not going to be the first to call this to the attention of the front desk, I called. Their first response was, "Oh, we don't hear anything" and "Yes, you are the first to call." I explained the make, model and location of the car that continued to sound. Finally the alarm was taken care of. Shortly after that, the fourth floor became an open house for a number of guests in the rooms around me. I had called in one issue. I didn't feel like calling again, but as a result, I ended up listening to people talking, laughing, running, walking, changing rooms, yelling, doors closing loudly...I tried to sleep and the more it droned on. Finally, around 5a.m on Saturday, the noise began to subside. I woke at 7 to attend a chili cook off that I would be judging. Needless to say, after only about 2 hours of sleep, I was exhausted. My husband met me at the cook off, after returning from a trip to Detroit, and noticed how tired and listless I was. He drove me back to the hotel. We stopped at the front desk to ask if the guests on the 4th floor had checked out. We learned that several people had called to complain about the noise, several times. I was offered Marriott points. My husband asked if the police were called. The staff said they had not called the police, even after so many complaints at such late hours. When asked if they had checked out, the attendant told us they had requested a late departure, around 2 or 3. I went to the room and fell asleep, only to be woken about 2:30p.m. when these same guests began to pack and depart. When my husband returned about 3:30, he noticed our room was quite warm. He called the front desk to report our room was set and stuck on 76 degrees. It was a normally hot summer day. We were given a new room immediately, and given more Marriott reward points. Not only was it just a given, but there was not apologies. My first phone call about the car was greeted more of as an annoyance, they were not aware of, and practically questioning my concern. Not dealing with loud guests for an almost 6 hour time period? How could that be glossed over.

This is by far the worst stay we have encountered in any...

Overall, disappointed with Stay and the lack of communication from front desk clerk coupled by no follow up from Management at Winchester after contacting Customer Care.

We have stayed at this hotel twice, the first time was a a few years ago and had a pleasant stay so we when we were in the area recently, decided to stay again. On a website about this particular motel, "breakfast" was listed under "amenities". However , upon our arrival this past time we were not made aware of any changes within this particular Marriott by the staff. Prior to checking in, I asked the front desk person where breakfast was served, and he pointed over to a small area with a counter never mentioning that breakfast wasn't included. It had been a long trip and we were tired and went to our room only to find that after several unsuccessful attempts to get the entry key to work, that it wasn't progamed correctly, so we had to take it back down to the desk and the guy that checked us in, re swiped it and handed back to my husband without any form of an apology. Not a big deal, but it would have been appropriate to say a simple "sorry about that" or something to that fact. The following morning when we went to breakfast area, I saw that there were prices on the breakfast items and the lady in charge of the dining area informed us that breakfast was NOT included with our room. I went over to the lobby desk and spoke to the same person that checked us in and told him that had he informed us that breakfast wasn't included upon me inquiring, that we would have went to a different hotel and his response was, "I will let you know next time". I couldn't believe that he gave such a "flip" response.

That morning I contacted Marriotts Customer Care and they contacted Winchester Management of my complaints. 3 days later after not hearing anything, I re contacted Customer Service and they said that the manager responded to the wrong email so they resent him our email so that he could correct it. After yet another few days more and still no word from management. We now see how unimportant any issues that customers have are to the Winchester Marriott. This past weekend when we were in the area again for 2 nights we stayed in another motel(non Marriott) close by that beat their prices, amenities and professionalism.

It's a shame they never bothered to contact us and they could have responded via email or phone.

Manners are worth a lot...