Sorry, Marriott you need to pick up your game at this hotel. Very poor housekeeping, broken furniture in the room, TV needed reset from previous guest, bathroom had broken toilet paper holder, carpets was worn and dirty...
This hotel is off our list for places to stop and relax before heading to our final destination
This hotel reserves less than one star. They have zero concept of hygiene.Starting with check in, Room number was handwritten on a sticky note. No amenity gift was offered at check-in, not even bottled water. Messages via the Bonvoy app to front desk went unanswered. Regarding COVID-19 Marriott 's website says: "In guest rooms, we have elevated our rigorous protocols to thoroughly clean all surfaces with hospital-grade disinfectants. And we will be placing disinfecting wipes in each room for your use". That was not the case at the TownePlace Suites Goldsboro. The room was visibly dirty. Food stains on doors, red stains on night tables, slimy stain on dining table as if juice drops were let to dry. It was clear that these surfaces had not been cleaned at all despite Marriott's claims of rigorous cleaning protocols. There were no disinfecting wipes in the room. Doors had dirt, stains and scuff marks. Some had yellow, slimy stains that resembled that of egg yolk. I was told breakfast would be from 6-8 am as "Grab & Go" bags. This was also advertised in the lobby. At 6:40 am next day we were told to come back at 7 am. At 7 the front desk attendant went to the back and came with breakfast sandwiches she appeared to have prepared herself. She handed them wrapped in plastic food wrap not in bags, nothing to drink. As a Titanium member I am very familiar with Grab and Go Bags but I have never experienced something so careless. When I addressed it to the front desk, I received a rude and condescending response and excuses that the "food truck arrives tomorrow". COVID-19 was used as an excuse but it is precisely because of COVID-19 that a hotel should be providing properly prepared Grab and Go bags instead of handing out sandwiches on plastic wrap directly into a customer's hand. Nothing to drink was provided or offered although the hotel's mini market was fully stocked with drinks. This hotel's handling of breakfast is unacceptable regardless of any COVID-19 limitations. The treatment of guests is substandard and the lack of overall cleanliness makes me want to forgo my Titanium Elite status and NEVER step on a Marriott property again. I contacted Marriott and they opened a case number saying the property will contact me in three days. It has been five days and the hotel never contacted me, just like they never responded to messages I set via the Bonvoy app. Do yourself a favor and do jot stay at this property.
A better experience is just 500 yards down the road.
We booked a four night stay and left after the first night. At check-in we were told they didn't have the room we reserved. Eventually after conferring with another employee they found a double queen for us. We went to get the luggage cart and found one broken cart. I couldn't believe that a Marriott property of this size had only one cart and that one needed to be replaced. The halls were not clean nor was the elevator. Each clothes closet had broken shelving laying on the floor of the closet.
After returning from dinner we found the chairs and table in the room spotted with a sticky substance. When we closed the bathroom door it was apparent that the housekeeping staff didn't clean behind the door. There was an accumulation of dust on the cove base and small pieces of trash behind the door.
Just after going to sleep we heard the door to our room bang the security bar and someone yelling "Hello!!", "Hello!!" I went to the door to see what was going on and found the desk clerk at the door. She asked "When did you check into this room?" I told her that she had checked us in that afternoon. With that she turned around and left. Not sure what that was all about.
We checked out the next morning and went to Hilton's Home @ Suites just down the road and had a wonderful experience at a property where employees care about their guests. Newer property, clean halls, elevators, rooms and a great staff.
I was not impressed with this hotel. Customer service was subpar for the Marriott brand. I get it... this place is not upscale so I’m not looking for superior service but im looking for base line service. First, checking in the experience was ok the poor women at the front desk was all by herself. There is no other person there at night. Very dangerous from a security issue.
Second I was there for 3 nights- after the first night of not having my room serviced and not getting anyone willing to clean it at 8pm at night
I decided not to have my room cleaned for the remainder of my visit.
The lobby floors and rugs need a good cleaning
The elevator needed washing and a vacuum .
Overall I will not stay at thus hotel next time I’m In Goldsboro
My husband travels frequently for work and we book his stays last minute based on where he will end up for the night and where he needs to be the next day.
Booked this hotel last minute online. Unfortunately they didn't have a room available and canceled the reservation. I'm not mad about this because I understand that the online system sometimes lags behind the actual location. This happens from time to time with our last minute travel.
What I'm upset about is the lack of customer service provided in this instance. The manager called our home and left an answering machine message and sent an email, but unfortunately I was not home to receive these messages until after my husband already arrived at the location. The messages received did not provide his name (I know now it was Cody), his phone number, or any offer of assistance in rebooking. What I expect from Marriott, especially as titanium members, is a name, phone number, and maybe you've already done your research on the next closest Marriotts with availability and their pricing, and your offering of assistance to book one of these rooms. Instead my husband arrived to check in, received the news, no offer of rebooking help, and a recommendation of the Best Western next door. The Best Western next door is not the quality we appreciate with Marriott, plus we would lose our opportunity to earn points. After pressing he finally got him to help. I'm sure corporate Marriott would be interested and surprised to know their employees are recommending their competitors next door instead of offering to find them the next closest Marriott!
I cannot comment the property, as we obviously didn't stay here, so I don't have anything negative to say in that regard. I just thought I would share a word of warning when considering this property that if any issues arise prior to or during your stay you may not receive the level of customer service you expect and deserve.