The staff seems to be really nice. So that's the only plus. Overall the property is showing heavy wear and tear and is way past due for a renovation. When I arrived there was a dirty diaper outside my door. I kicked it out of the way. When I left and returned, it was back at my door so I did the same thing. On three occasions, the dirty diaper was put back at my door, the last and final time (I just left it), it came with a luggage cart blocking my door for the night. That's right...nobody who works for this hotel could be bothered to pick it up or for eight hours move your luggage cart. So I guess a dirty diaper on your door just your employee's way of saying "we think you are s#!t!!!" Then, I went to use the hot tub. The water was lukewarm...not hot. 15 minutes prior to the pool closing, you have it set so the door automatically locks. That's to keep people out so you can close it promptly at 10:00. Took 10 min for the front desk to find someone to unlock the pool door--and that guy informed me the hot tub closed in five minutes. Such strict rules for a businessguy just wanting to relax in the hot tub! If the pool isn't vacated by 10:00pm sharp it must turn into a pumpkin! Last, I purchased a rate that came with added points...the hotel didn't add them, referred to Marriott, who after being on hold 23 minutes begrudingly agreed to add the points. You can't trust the rates this hotel publishes! I did get upgraded to a two-bedroom suite but that doesn't mean anything if I'm by myself. This all would have been fine at $120/night but at $229.86 and having to argue to get the points I paid extra for...a rip-off!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from F4616WVbrookes, E-Commerce Specialist at Residence Inn by Marriott Norfolk Airport
Responded 11 Nov 2019
Dear JakeATL, Thank you for taking time to review us. We sincerely apologize for not meeting your expectations in regards to cleanliness, guest service, and amenities. As we strive to provide the best experience possible for our guests, we will share your comments with our hotel team in order to prevent these errors from occurring again in the future. We have also shared your feedback directly with our General Manager. Please email us at firstname.lastname@example.org if there is anything we can do to further assist you. Thank you again for your review, and we will be in touch soon. Sincerely, Residence Inn by Marriott Norfolk Airport
This response is the subjective opinion of the management representative and not of TripAdvisor LLC