Unaddressed Hygiene Issues and Questionable management
 

I recently had a mixed experience at a St. Regis property, which began promisingly with a complimentary upgrade from a one-bedroom to a two-bedroom suite. Initially, I was thrilled. However, my excitement quickly turned to disappointment when I discovered a concerning hygiene issue. Both toilets in the suite were not just unclean, but they had visible urine stains on the seats and covers, presumably left by previous guests. This was quite shocking and not something I expected from a hotel of this caliber.

I immediately reached out to the hotel staff through the Marriott app, hoping for a swift resolution. The response was prompt, with the housekeeping manager arriving to inspect the issue. However, his explanation that the stains were due to acid used by their previous cleaning company seemed far-fetched. To test his claim, I used a basic sanitizer and tissue to clean a part of the stain, which worked effortlessly, contradicting his acid stain theory.

I confronted the housekeeping manager later that day, showing him a video of how easily the stains could be cleaned. He eventually admitted that they were indeed urine marks, which was quite unsettling. I expected some follow-up the next morning, but none came. At checkout, the duty manager was apologetic and offered me 10,000 points and an upgrade for my next stay on availability as compensation. However, given the nature of the incident and the lack of a proper resolution during my stay, I found this offer inadequate, especially considering my Titanium status which already entitles me to certain benefits like upgrades.

The situation left me feeling that my concerns were not taken seriously, despite having clear photo and video evidence of the issue. I've decided to escalate the matter to Marriott, as the hotel's response did not match the gravity of the situation. I'm curious to hear from fellow travelers – what would you consider fair compensation in such a scenario? How do you think a hotel should rectify a situation where basic hygiene standards are not met, especially considering the room's nightly rate of around $400 or 45,000 points?

Unfortunately, this is one of those cases where a property will have to be embarrassed to change their practices.

While it might not help your situation, perhaps consider posting a review of the property on Yelp. With Yelp, you can also include photos of the stains.