THIS PLACE IS A DISGRACE FOR A HOTEL!!!! Our family LOVES to stay in Residence Inn's Suites across the nation, but NEVER AGAIN at this one. We were visiting our daughter to give her our blessing on her engagement. We had not met her fiance & hadn't seen her for 4 yrs!! This should've been the most joyous occasion, but instead it was a nightmare! Our stay was for 3 days & our rm was NEVER cleaned...the housekeeper came in & replaced towels in OUR bath alone & threw the covers over the bed. Floors were not vacuumed, kitchen sink stayed splattered with coffee until we washed it, sheets were NEVER replaced, bathrooms were never touched, my daughters bathroom never even got the dirty towels removed. We even threw the bedding on the floor to the sofa bed to be replaced because we pulled it out of the bag it stunk like smelly feet and they left it in the pile we put it in; like we were going to sleep it in again after it had been on the floor...come on! Both bathrooms still had the same bars of soap in them & the soap dishes never cleaned. One morning I accidentally knocked the shampoo bottle onto the floor of the tub & it was in the same spot I left it, but the towels were changed. The person spent the most time rummaging through our belongings & stealing our sunglasses from off the kitchen table!! I worked 3 hotels--at the desk, in housekeeping & as asst manager....THIS WAS UNACCEPTABLE to say the least. On top of all that...the fire alarm went off 4 different times--loud enough to wake the dead from China. We all got headaches from it because it took the staff 4ever to shut it off each time! I contemplated using the fitness center, but changed my mind right quick when I seen how they cleaned my rm, I was not going to go into a community area! Any other hotel would have made compensation on the bill at the VERY LEAST. We have stayed in countless hotels across the nation & some were complete dumps, but the price reflected that. The prices here reflected a lot more than the atrocious service we received. The desk clerk offered to come in & clean our room & make our beds for us, we declined because she was dressed up & that IS why you pay a housekeeping staff isn't it? She gave us fresh linens for the sofa bed. Point to note: she said she was okay with cleaning our room because she's had to do that in the past. That's not right. The only time I ever had to do that was if we had a late checkout & it was our last room to rent! Check out time here was noon. We always left our room for the day around 10 in the morning which would've been PLENTY of time to give us the service we were paying for if they clean rooms after the noon hour on a regular basis. I understand about the 'going green', 'save energy' concept, but we should've had our beds made every day, our sheets changed by the 3rd night, our towels taken that we on the tub & in the way to properly clean the tub (which didn't happen), our bathrooms cleaned, our floors vacuumed, our property left in the room, & our kitchen wiped down!! We were planning to make it our regular stop to meet with our daughter now that we can see her more often, but forget that!!!!!!!!!!!!
Room Tip: Don't get a room at all here & you'll have the best room!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 September 2011
As always, as painful as it may be to hear we fail our guests, unfortunately, we do fail at times. THis is by no means an excuse, but our acceptance of how myself, as the General Manager, and the employees of the Oklahoma City Residence Inn South definiately failed to provide what our management company, Marriott, and our own standards of service that are not what this guest unfortunately experienced. When complaints are made, there is a process of what happened, what led to this, and how it could be prevented in the future. Obviously, the hotel industry is not like any other industry and has looked at ways to stay environmentally friendly, guest friendly, and business friendly. The industry has changed a great deal over the last 10 years. Many hotels have made changed over the last 3 or 4 years, and implemented changes to how room services are performed. As this guest points out, from first hand knowledge and experience in working in hotels, the procedures that are to be performed at a certain expectation. Our society loooks at many ways to stop being wasteful, not just to cut expenses, and be more profitable. A bar of soap used 1 time, doesn't get thrown away everyday as our industry has done for years, because that's the way we do things, nor a 1/2 used bottle of shampoo getting thrown away. Our room attendants are trained to respect each guests request to service their room later, or to not disturb them while their service sign is on the door. Unfortunately, there are other rooms that need serviced as well, thus it is not always achievable that once the sign is removed that the employee can immediatlely service that room. The particular room attendant that was responsible for this room this particular weekend has worked at this location for over 10 years, and has never had a complaint of a guest item being removed from a room. This will be handled in the appropriate manner.
I personally never want to be the reason why someone had a bad experience, or the hotel is the reason someone did not enjoy what obviously was such a memorable occasion. I ask that you please accept my apology.
This guest has also been contacted outside of Tripadvisor to resolve this issue. I hope that if you read the review, that you have also read the response. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
