Horrible experience! My son and I had a quiet stay here last weekend while in town for hockey. 3 full days after checkout I get an FYI email from the Hotel Manager stating they have charged (unauthorized!) my credit card $800 for a damaged lock! We had zero issues with the lock/room/door were in and out and everything worked normal and when we left to head to the rink everything was fine. I’ve asked for explanation, pictures, video from hall, etc. Get nothing. Then a call another 2 days later saying they completed their investigation, and the charges will remain. I get one pic of a door that looks pried open (see attached) with the deadbolt open and again no real description or proof of how this could’ve happened. We didn’t even use the bolt the entire stay. They have not even confirmed room number for me. No call from anyone until 3 days later, no questions asked to me like, did you have issues with the lock, etc just what I feel like is a blame of vandalism to a regular customer! My son and I are both small people and there is no way this was done on our part. I have reached out countless times to the property manager, Marriott corporate, the CEO of MLS Management who owns the hotel to resolve this issue and have gotten nowhere. We’ve spent thousands at this property for sports, never again and I will see to it that you lose a lot of customers over this and that my money is returned. Very poor and unfair treatment, communication, and just overall business conduct.
The staff are friendly and helpful. I was given a parking ticket even after registering my vehicle with the front desk upon check-in, but the staff at the front desk quickly acted to have it cancelled. Overall, the hotel is fairly well kept and clean. There is a nice variety of options for breakfast. My biggest concerns are the bedding and towels smell like they haven't been cleaned... they have a strong odor of musty, stale sweat - makes it difficult to sleep. Not sure if it's their washer/dryer machines, storage, detergent (or lack of), or if they aren't changed in between guests. The shower caulking could be cleaned up and replaced - looks like mold has been growing for a while.
- Shannon S