I arrived at your property on October 3rd. Prior to my arrival, I called to ensure I had an accessible roll in shower for my mother who is a disabled veteran with Lupus and health issues. I spoke with Phillip who was polite, I asked which accessible room had a shower chair, depending on the property. I was told there was a chair in the shower/tub. Upon checking in, I went to the room and there was not an accessible chair. After looking at the room, the room had a mold and mildew throughout the bathroom and ceiling. The TV kept cutting out, the air stopped working and the sliding door to the balcony was open. Lastly, the ice machines did not work on the 2nd and 3rd floor which is a problem when my mother was in the room alone. After checking in, I went to the front desk to ask for for additional towel sets because only two were provided, I tried calling the front desk and no one answered. I had an event to attend and was running behind and did not have time to address the issues with the front desk being only one check in computer worked and the line was extremely long. As a human, this property is inhumane. On the morning of October 4th, I went to the front desk and explained to the employee all of the issues, such as the air stopped working, there was mold, etc. I also provided pictures. She referred me to Eboni who was the front office manager/supervisor who began to walk me up to the room and I showed her the pictures and she said oh, there's no need to walk up there. I informed her, I provided the pictures to the front desk agent. Eboni stated she would see if another room was available and switch me in the system and I can move my belongings upon my return. I explained to her, I did not want to go too far, being my mother is disabled and could not walk for long periods. I also stated, an accessible room was not a big deal at this point because I was told the bathroom would have a chair and it didn't. I arrived back at the hotel, later that day (late afternoon) and was moved, however I was moved to the adjoining room which means if my original room of 241 had mold, mildew, etc. so would room 239. You would think the housekeeping supervisor who was with Eboni when I was going over the issues would've walked the room prior to me switching or being placed in the room given the previous issues. The second room was worse than the first room, the stench of mold and mildew was so strong, we opened the window. After moving myself and my mother (no one offered to help), we started seeing additional things with the room such as mold on the ceiling that was painted over, the toilet seat was rusted, the toilet paper holder was covered in mold, I tried to call down but the phone did not work, I then called from my cellphone and no one answered, the TV cut off and on, there was hair on the bed and washcloth and one of the washcloths was not white, rather yellow or had a dirty tint to it which was obvious because it was on top of a white towel. I then went down to the front desk once again and showed photos and spoke with Eboni, while the housekeeping manager was there. Both were polite, Eboni stated they were about to walk some rooms and she would let me know if another room was available. I explained, I had somewhere to be and I am late, being that I switched rooms with no assistance, and it did not make sense for me to go to another room later on once I've showered, etc. she said ok. I asked to be contacted to discuss how we can rectify the situation (when I went back to the desk) and no one ever called me. I checked out October 5th, a day early because of all the issues and unclean circumstances. I checked out, no one asked how my stay was, as a hotel guest and a gold elite member. I asked for a print out of my folio to ensure I was checked out (bc I was suppose to c/o on the 6th). I was told the printer was not working. A few days later, I called to the hotel at 1131est to ask for the general managers name and email, Brittany told me she did not know who the general manager was and she would get the night supervisor. Evelyn then gets on the phone and I ask for the general managers name, she gives me the first name and I ask for an email she proceeds to give me a general customer email but then says gmail and then changes it. I then ask if the general manager has a Marriott or courtyard email and she says this is all I have in a curt and obnoxious tone. I then say there's not need to be snippy, she then says I am not being f*cking snippy and hangs the phone up. this place need help! it also needs to be shut down, gutted and remolded. Yes, I do understand this was homecoming weekend, hence the grace I allowed the first da, however they were not sold out because a couple walked in in front of me and the front desk agent made a reservation for them while going over the current rate.
GB
US