Delta Hotels Woodbridge — Hotel in Woodbridge Township

First thing's first, this reservation was a gift from my mother to me and my fiancé for our anniversary for a weekend getaway. She initially made the reservation on Friday night and the front desk person knew that this reservation was specifically for me and my fiancé and the purpose of the reservation. They failed to mention that if my mom was to put the reservation under MY name and use HER card, I would need her card (even though she gave them her card info through the phone) and need my card to "split the payment"...on Saturday morning, my mom called the hotel again to confirm the reservation and to see if I would need to bring anything of hers (ex. Her card or a card authorization form) for when I check in later that day. The person at the front desk named Syed told her if she downloads the Marriot app, enter her reservation info and check-in through there, I won't need to bring anything just pick up the keys so she did just that. When I got there around 3:15, Syed checks me in but asks me for my card. When I tried to explain to him my mom had already checked in the app, he said it didn't go through even though I had screenshots saying it did. I told him I don't have her card but mine and he said "any card is good, we just need a card on file". When I asked him if it was going to charge he did not answer me, maybe because he was distracted dealing with other guests who also had a problem with checking in.

He gave me my key and told me my room #. FYI to use the pool, the front desk gives you a wrist band which he did not ask me if I needed some, so it was a surprise to us when we tried going to the pool and the security guard told us we needed wrist bands

Anyway, I checked my bank transactions because I had a feeling he charged my card and that he did! My mom contacts the hotel and asks to speak to a manager because at this point we are confused. A lovely manager, didn't get her first name but Ms. Espinal helped us and explained to us the RIGHT protocal on how they go about doing reservations like this and told us we were given the wrong information by Syed. She compensated us for our troubles and apologized which was really genuine and kind as this was a special weekend for my fiancé and I. She was very patient and knowledgeable. I gave 3 stars because the room was beautiful, clean, and Ms. Espinal turned the experience around. I understand customer service takes a lot of training which I have worked in for almost 10 years and takes a lot of patience. But if an employee does not know the proper info. no matter what their title is manager/front desk clerk/ etc, they should not make their own rules up, since everyday we learn something new as employees and people so there is nothing wrong to get clarification from your fellow coworkers/managers.

This review is not to bash any of the employees at this hotel, they were all nice and tried their best. Just strictly on...

Let's start with the fact that the Marriott app did not provide an accurate depiction in terms of distance between this hotel and the place I was visiting making sucking and checking in a nearly 30 minute ordeal compared to the apps "9 miles."

Upon arrival, the parking area is very dark with limited to no lighting despite the car's headlights. Searching for a spot, which didn't take long, but noticably packed, we ran into two very large holes. If it wasn't an SUV, it's very likely a normal car would have some sort of damage.

The hotel itself is very nice on the outside and inside. Welcoming sliding doors make a touch free experience simply as you walk in with your bags. Reception is protected by clear plexiglass as you come up to the desk for your key. Still not a digital system, you rely on physical keys for entry. I'm indifferent to this.

The lobby is pretty large compared to typical hotels actually and it's probably because of the events they hold in another room.

The elevator is an immediate left from the sliding door entrance, but a diagonal right as you walk away from the desk. The art is very simple making the ambiance very neutral and comfortable to me. The elevator is incredibly fast as you make your way to the sixth floor.

Entering the room, it's a typically sized Marriott room comparable to Springhill, Courtyard, and Fairfield inns, except with a modernist feel. The beds are full sized and on the upper stiffness scale. The pillows are also not on the level of Residence Inn or even some of the hotels mentioned above. The television is wall mounted higher than most hotels, but this actually works better in my opinion because there's less head movement. It also frees the desk. There's only one set of drawers designed for a short stay. The closet is pretty big as well. Lighting is fixed to the bed with an additional two lamps available.

The bathroom is very nicely sized giving you room to change, place your toiletries on the countertop, and do your business. Nothing is falling apart or damaged. This shower wasn't used this time, but they have not upgraded to the wall mounted dispensing system yet.

Lastly, the morning view of the sunrise is beautiful. We were given a room that faces East and makes for a warm and happy morning. The blinds system is an easy to use pull-chain system with two shades, a daylight and full blackout. Both are very effective.

I would recommend this hotel everyday and I would start here again for sure. I feel comfortable here despite my experience in other Marriott beds being softer and pillows being larger and softer as well. The only hangup for me in the parking lot. It needs to be repaved despite the large cost. This is the reason for a low rating. Other than that, this hotel is conveniently located near major highways and a large selection of restaurants, shops, and...

DO NOT EXPECT SERVICE OF ANY KIND RIGHT NOW NOR FOLLOW UP IF YOU HAVE ANY CONCERNS - COMPLAINTS FALL ON DEAF EARS!!!

I was on a four night stay at the property. I called after the third morning to request a new coffee cup from the front desk as well as additional shampoo. I was told that the person on duty was the only person available so it would take some time. I offered to go to the front desk myself to pick the cup up and shampoo up and was told they would be ready within the hour. One hour later - the front desk had no idea I had made a request. Fair enough. I again requested a new disposable coffee cup and replacement for the toiletry amenities. At this point the front desk agent became extremely rude - telling me that he needed to know exactly which toiletry amenities that I required or else he couldn't honor the request and that the hotel staff were not allowed in my room. I was surprised by this response and pointed out that I was staying 4 nights in total and that I did not find this to be an unreasonable request given the small shampoo bottle size and single coffee cup provided. Again the agent demanded to know exactly what I needed. After this heated exchange, I patiently explained that I wanted a new disposable coffee cup and shampoo and was told that they would be brought to my room by the end of the day.

I returned to my room after work to find a single roll of toilet paper sitting outside the room door. At this point I still wanted the coffee cup and shampoo and commented about this as well as my unpleasant experience via Marriott's website both on the phone and in writing. I was told the feedback would be passed to the hotel immediately and that the management would be following up with me.

At no point did I ask for toilet paper - the agent was clearly having fun at my expense and I found this to be both insulting and embarrassing. (The next day the toilet paper roll had moved from the floor to the inside of a clear bag that was taped to my room door). What bothers me further is the complete lack of response that I have received from Marriott / Delta Woodbridge Hotel - despite repeated repeated follow-up. This is ridiculous.

Note that if you stay in this hotel - the status is as follows as of Sep19th,2020:

Pool - open 10:00 A.M. to 7:00 P.M. (good luck going there if you actually work) and closed once capacity is reached

Gym - Open but half the equipment is tagged out

Restaurants - Closed

Room Service - Closed

Apparently ability to get a new disposable coffee cup or new shampoo bottle - Closed

While I realize this is not a luxury accommodation - I feel that my request for additional toiletry and coffee items was very inline with my four night stay. I am appalled by the response that I received to this request as well as the lack of follow-up regarding...