TownePlace Suites Alexandria

We had reserved two rooms for June 21, 2025. When I made the reservation, the woman I spoke to said she was booking two rooms for me that had two queen beds plus a pull out couch. I asked multiple times if the rooms had these particular beds because of our dynamic with the group we were traveling with. We needed 3 different beds in each room. I was assured this was the type of room I was booking. When I made the reservation, I told the woman that helped me book at the front desk over the phone that we were traveling that day and would not arrive until 10 pm or later. My mom and I downloaded the Marriot Bonvoy app because we each had a room in our names. We checked in to our rooms the day before. The app asked us what time we would arrive and we both put 10:00 pm. Our travels delayed us a bit, so at 9:30 PM, my mom called and spoke with someone at the front desk to tell them that we were on the way, but we would be late and would arrive between 11:15-11:30. The lady said okay, that she would make a note of it so when the girl on the night shift arrived, she would know. We arrived at the hotel about 11:20. My mom and I went to check in while the rest of my family was in the cars outside, and the girl at the front desk told us they had given away one of our rooms. Instead, they were replacing one of the rooms with a King suite that had a king bed and pull out couch. That would not work for us which was expressly stated when we booked the rooms in the first place because we needed 3 beds in each room. We did everything right...checked in on the app, noted our late arrival time, called to say we would be later than that arrival time, and THEY STILL GAVE ONE OF OUR ROOMS AWAY. Then to top it off, they were wanting to give us a room with one fewer bed and charge us the same price as the room with three beds. We told the only person working that we needed to speak to a manager. She said there was no way that could happen and there was no one to speak to. She also told us there was no way we could change the rate. We had to throw an absolute fit to get this rate changed. The girl went into a back room for a while, came back out and miraculously could change the rate for the room they gave away and changed. We were not happy at all with the circumstances, but it was nearing midnight by this point, and we had been driving many hours and needed to rest because we had more hours of driving the next day. We got our keys and headed to our room. When I got to the one room they did not give away, I was so frustrated to walk in to a room with two queen beds and NO pull out couch. This would absolutely not work. So we had booked two rooms with two queen beds and a pull out couch in each, and we were given one room with two queen beds and one room with a king and pull out. We needed 6 beds but were given rooms with 4. Now, at midnight, I was having to go back downstairs and had a whole new problem. I do feel sorry for the girl working because she acted as though she

I never write reviews, but this one deserves it. I'm an avid Mariott member, but this hotel does not remotely meet Mariott standards. I was here four days on a business trip. I woke up, turned on the bathroom light, and roaches scurried across the floor. My couch was so disgusting and ripped up, I didn't even sit on it. The breakfast was dry, old, and overcooked. Do yourself a favor and go for the Hilton next door. This is a huge disappointment from Mariott.

My family and i checked in to the Towneplace suite on 10/7/2023.We we staying for 7 days.We had a Two bedroom king suite.The first room we checked into was Filthy.Hair all over the Bathroom,the Furniture was very old and worn.We went back down to the desk where we were moved to another Two bedroom king suite which was up to standard.That room looked like it had just been redone.Now to the main complaint.Thursday while preparing to have guest over to watch the Braves vs the Phillies baseball game the TV in the living went out....I went downstairs to the front desk and spoke to JP.He was very apologetic.JP came up to the room and tried to get the TV working.After several minutes he realized there was nothing he could and informed me the Maintenance person was gone for the day and he would put a work order in for a replacement TV for friday morning.I went down to the front desk at 7:45 am friday morning and asked to speak to the manager Elvi Scriber.The young lady at the desk McKayle Wilson began to help me.We conformed the work order had been placed then when i asked Ms. Wilson about compensation for the day when i was without a TV she said let her check with the manager.Ms. Wilson went into the office stuck her head out and asked were we rewards members and i told her yes we were.Ms.Wilson then came out and said they could give us 1000 rewards points.I then explained that i did not use rewards points.I again asked for the manager and was told by Ms.Wilson that the manager was busy doing ( Morning reports ) and i would have to wait.I asked how long of a wait.Ms.Wilson said she didnt know.I explained to Ms.wilson im a customer with an issue i think that morning report could wait a few more minutes and the manager could come out and deal with a live body not a report.Finally the manager Elvi Scriber comes out and she also begins to say all they can offer is rewards points.I said to the manager Elvi if i was not a rewards member what would you offer me.Her response was I would make you sign up for one.That is very unprofessional...After going back and forth she then said well if i didnt wont the points she could give me a days credit the next time i come to the hotel..If she was able to do that then why didnt she give me the credit right then and there.I asked her to show me where is said any credits or refunds would be in rewards points...She could not and stated all of the towneplace suites and diffrent and have there own rules...SHAME on TOWNEPLACE SUITES.The manager ELVI then said God bless and have a blessed day and went into her office and did not come back out to speak to me any futher....This is the second time I have had DEPLORABLE Customer service at your Towneplaces suites.Why am i the customer being penalized for the hotels failure to provide what was advertised.There was no consideration at all.I had to cancel my plans uninvite people and to no fault of mine.