Last weekend, I had a poor two-day stay at the Residence Inn Worcester. When we arrived late at night (10:30pm), we found a variety of problems, but the hotel was sold out that night and it was late. Thus, we reported the following to the front desk at 8:15am the following morning: (1) the bathroom sink was clogged when we arrived; (2) the bathtub was had mold growing on it in multiple spots; and (3) we were missing conditioner entirely (replaced by two shampoo bottles) and the body wash bottle was completely empty. The front desk attendant politely apologized and said they would take care of these issues. That would have been fine with us. Unfortunately, we returned at 11pm to find that none of the issues were resolved. Given the time, my spouse and I decided to complain the following morning.

The front desk attendant the following morning starred at me and said "oh" when I listed my complaints. However, she didn't write anything down. When I asked to speak with a manager, I was told there wasn't one. When I asked for a manager to contact me, I was told I would have to call the hotel on Monday at 9am and the manager would speak with me at their convenience. I've never experienced a Marriott hotel stay where the hotel management wasn't interested in resolving a complaint, but here they don't even acknowledge them. My wife shot off an angry twitter complaint mentioning these issues and got an extremely quick request suggestion to email the details and pictures to [email protected]. Given that we lacked a working bathroom sink, the bathtub was not hygienic, and they failed to deliver basic toiletries after a specific request, I requested a full refund.

A week later, I just received a 330-word reply that offered a vague apology, including a regret that they took so long to address this issue. However, it contained no response from the hotel itself, which evidently does not care about the customer experience. Instead, the Marriott Bonvoy® Case Resolution Specialist offered a "goodwill gesture" of 10,000 points. They would have insulted me less by failing to respond since this did not remotely address my request or my issues including the fact that the hotel is not recording complaints about unsanitary conditions. My question is where do I go from here? I browsed for customer service issues, but it was unclear whom specifically to contact. I was impressed that the social media team responded so quickly, but I wondered if a public airing of the attached pictures that demonstrate the disgusting condition of our room at the Residence Inn Worcester would prompt a reconsideration. Any thought on where to direct my complaint would be helpful. Thanks.




Clogged sink

Moldy bathtub

No conditioner bottle + empty body wash.