TownePlace Suites by Marriott New York Brooklyn

I booked a 1 bedroom suite for the night for my mother and I. Arrival was one hour after check-in and was given an accessible room by the hotel. The moment I opened the door to the room I felt an overwhelming lingering stench of mold and urine. It was so potent my mother and I immediately took a step back with horror. I proceeded to investigate where this could have originated and I found the air conditioners were partially to blame. It seems a smell of that magnitude could only be due to the lack of cleaning the vents. The urine smell came from the rugs and bathroom. The bathroom was not throughly cleaned to where urine would not be a such a potent and dominant smell. I also assume there might have been an "accident" that occurred on the rug that was not cleaned appropriately. I took my complaint straight to Roger, the front desk attendant who originally checked me in. He proceeded to tell me that there was not much he could do being that the hotel was full. I asked for the manager at which he replied there was not one on staff until the following morning. His solution was to search and find a bottle of Febreze that I should spray into the air conditioner and bathroom. I was appalled by the lack of accountability and went back to my room. The next morning I proceeded to communicate my overwhelming feelings to the Front Office Manager, Daniel Arizmendi. He proceeded to apologize and promised me that he would award me with a few thousand Marriott Bonvoy points immediately for my horrific experience. It has been over a week and I have yet to recieve any sort of follow-up call or activity on my Marriott Bonvoy account. I am completely dissatisfied with my overall experience which will be my first and only time choosing a Marriott owned property for my future hotel needs for my family and I. Hyatt owned properties, which I normally use and love, will be the only hotel brand receiving my business going forward.

I checked into this hotel around 1am and was given a room on the basement level (which smelled like mold) with a partially below-grade window that looks out to a concrete ditch (not sure what else to call it). As a young female, I'm always ultra cautious when it comes to safety, and since I was staying there alone, I immediately went back to the front desk and requested a room above the ground level, to which they said they had none available. I went back to my room and noticed that one of the locks on the door was broken. It came off in my hand and I left it for them on the kitchen counter. I called Marriott to explain that I felt unsafe in the room and to see if I could switch to another nearby hotel and pay the difference in rate for the night. The Marriott rep told me he would submit a report for the broken lock, but if I switch hotels, I'd have to pay the rate difference plus a fee for checking out early from my current hotel. I ended up checking out around 4am and going back to the airport to wait for my flight later that day. I ended up submitting a request for a refund on the basis of the safety issues, my attempt to switch hotels, and the fact that I was only there for a total of 3 hours, however my request was denied. I travel frequently for work and Marriott hotels are always my preferred choice, so I found this customer service and lack of concern for safety very disappointing.

The shower gel bottle was always empty, and no one refilled it. The kitchen utensils had stains from previous guests, and we had to wash the cups ourselves before using them. On the 1st day of check-in, there was somebody’s hair and what looked like blood/stains on the bed sheets, and there was a smell of marijuana in the hallway outside the room during our stay