TownePlace Suites – Frederick, Maryland
I recently stayed at this property for several nights and was extremely disappointed with the experience. The exterior of the building was clean, and the lobby was well-maintained, attractive, and far more comfortable than the room I was assigned. Unfortunately, the...
Read MoreTownePlace Suites – Frederick, Maryland
I recently stayed at this property for several nights and was extremely disappointed with the experience. The exterior of the building was clean, and the lobby was well-maintained, attractive, and far more comfortable than the room I was assigned. Unfortunately, the quality of the room itself was unacceptable.
Upon entering, there was a strong musty odor. The carpet was soaked for two of the three days of my stay and remained damp in certain areas even at checkout. There was a visible hole in the wall near the shower. The closet system was installed incorrectly, making it impossible to adjust the shelving as advertised. The dishwasher was visibly dirty, with noticeable stains, and the refrigerator contained a dingy ice bucket and two ice trays that appeared very worn from prolonged use.
I reported these issues the morning after my arrival. The employee I later understood to be a manager responded only that I could move to another room. This response felt dismissive given the extent of the problems.
As a loyal Marriott Bonvoy member, I have earned the standard benefit of a noon checkout. However, it was not noted on my account that I was a Bonvoy member. Housekeeping knocked on my door just before 11 a.m., and when I explained that my checkout as a member was not until noon, I was told that this was not on their paperwork. This should have been a quick correction, yet it was not addressed, which is not the level of service I expect as a member or as a guest at any Marriott property.
Another disappointment was that the indoor pool—a key reason for selecting this hotel—was closed for maintenance, yet there was no notice of this closure on the Bonvoy app at the time of booking.
When I had requested a late checkout by phone, it had been approved. At the front desk, I was told that in order to be considered checked out, I had to return my plastic room keys. I have traveled frequently, both domestically and internationally, and have never encountered this as a Marriott standard.
Finally, I have consistently received points for forgoing daily housekeeping as a Bonvoy member, yet this was not offered during this stay.
In summary, while the lobby was beautiful, the room was in disrepair, key amenities did not match what was advertised, and customer service fell well below Marriott standards. This was one of the most disappointing hotel stays I have experienced, and I will not be returning to this property.
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