Hello Sir/Madam,

I have just registered as the General Manager of this property, and though your review was posted in October of last year, I wanted to take the time to respond to some of the issues that you experienced during your stay. Firstly, thank you for your loyalty to Marriott. We certainly appreciate our loyal patrons that choose Marriott when they are travelling. I noticed that you mentioned several things about your stay that were not up to your expectations. Before I address these items individually, I would like to sincerely apologize that we failed to provide the level of service expected from a Marriott property. This is unacceptable, and feedback like yours is what allows us to ensure we are meeting the standards required by Marriott, and the TownePlace Suites Brand.

Your first touchpoint mentioned that there was no breakfast at the property. As I know, in comparison to some of the other Marriott properties, and some of the newer TownePlace Suites properties, our breakfast is a bit lacking. I apologize if the clerk that checked you in did not inform you of the hours of the breakfast. We do offer a breakfast each morning from 6:00AM - 9:30AM. We offer 6 different individually boxed cereals (3 sweet/3 non-sweet), and we also offer regular oatmeal with brown sugar, chopped walnuts and raisins for toppings, assorted flavored oatmeal, individually wrapped Sara Lee muffins, Nature Valley Oats N' Honey granola bars, Bananas, Apples, Tropicana Orange Juice, Dannon Light N' Fit yogurt, and both 2% and Fat Free milk. We offer this "Grab and Go" breakfast in the lobby with trays to take the items back to your room, since we do not currently have a breakfast room for seating (we are scheduled for a renovation January 2013 after which we will have a breakfast room). Since your stay in October 2011, we have upgraded our internet connection to 10 megabytes of wireless connection, available throughout the hotel rooms and public space. We also have converted all of our in-suite flat screen TVs to High Definition programming. We have upgraded our housekeeping services so that we offer daily service. For extended stay guests staying more than 4 nights, we offer a refresh service daily in which the bed is made, the toiletries and towels are replaced, the trash is removed from the room, the dishes are put in the dishwasher, and the housekeeper tidies up the room and spot-vacuums if necessary. Once per week a full clean is offered in which the bed linens are changed, the entire bathroom and kitchen are cleaned, and the room is basically made as it was when the guest first checked in. I realize this service is different than other Marriott properties, and it can be frustrating for someone who does not typically stay with the TownePlace Suites brand, and I apologize if these services failed to meet your expectations. As far as the lack of regular coffee in the room and less-than-helpful service from the front desk staff members, I can assure you that these issues have been addressed directly, and are not a normal occurrence. I pride myself in saying that I have some of the most courteous and helpful staff members of any hotel in Baton Rouge, and I apologize if this was not your perception during your stay. I find it very disconcerting to hear that any of my guests were dissatisfied with the service received by one of my staff members, and I will do everything necessary to ensure that we are never failing to meet and exceed our guest's expectations. Lastly, in regard to the door lock at the lobby entrance, I apologize if this caused you to have a poor perception of the hotel property, but it is a required Marriott standard to have an electronic lock with room key entry on all entrance doors to the hotel. The lock on the entrance to the lobby is not locked from the hours of 6AM-12AM, and is only utilized during the Night Audit shift. The locks on the other entrance doors to the property are always engaged, so as to provide the necessary safety and security to our guests and staff members.

I understand that you experienced quite a few issues during your stay, and I also realize that my explanations have not corrected these issues, but I hope that it shows that we have heard the feedback of you and other guests, and have taken the steps to correct these problems so as to provide the top-notch service our guests have come to expect. I hope that this stay with us has not dissuaded you from staying with Marriott, or the TownePlace Suites brand, and I hope that you will come and visit us to give us another try in the future. Just a reminder we have a breakfast room and full guest suite renovation right around the corner scheduled for January 2013!