Residence Inn

I stayed with family at the Residence Inn, Harrisburg-Hershey, room 312, from October 22-26, 2021. We were very happy to have reserved a room with a kitchen in a very convenient location. One of the first things I did was to pull out the sofa bed and put sheets on it. What I found was a loose and very wrinkled mattress pad with tiny bits of some kind of colored textile stuck to it - probably bits of sofa material. I walked it up to the front desk and complained, requesting a replacement. The desk clerk returned with another and said something like, “I think this is clean.” I could hardly believe my ears! It didn’t look much better than the first one and I insisted on a clean one, which I was given. My sheet was somewhat threadbare and covered with “pills” (little bits of fuzz that sometimes cling to worn fabrics, especially sweaters).
When we looked in the cupboards to see what dishes and cookware were provided, we saw nothing. Then I thought to check the dishwasher, and everything was in there. Several items had dried-on food stuck to them and there was nothing in the kitchen to scrub them with, so one of us went to the front desk and returned with a plastic sponge, which I used to rehash the dirty dishes. When I went to put the silverware away, I saw that the silverware tray was also soiled. The plastic turner was badly blistered from overheating.
And then there’s the housekeeping - actually, a total lack of housekeeping. On the second day, I called the front desk to ask why the room hadn’t been made up and used towels & wash cloths picked up and replaced. I was told that, due to the pandemic, rooms were cleaned on a weekly basis and I should leave used items outside the room on the sidewalk, which I did. Clean replacements were never delivered, so I made a daily trip to the front desk to pick them up!
All in all, this was the absolute worst lodging experience of my life, except for some small, independent places I’ve been forced to stay in because there were no other options. I hope that they get a surprise inspection soon, by a regional manager. I have enjoyed staying in Residence Inns in the past, but will look elsewhere next time I travel.

Yes, I booked with Residence Inn Philadelphia Conshohocken. Also, 1 correction needs to be made: the amount is almost $800 not almost $900. Thanks!

Hi there, Please know that we have responded to [redacted], on multiple occasions, tothis exact request/complaint. This guest has posted online reviews; left GuestSatisfaction Survey comments ([redacted] source of reviews), complained via[redacted] Customer Care and is now...

utilizing the Revdex.com as a source of feedback aswell. This guest smoked marijuana in her room. We had [redacted] police officersconfirm that there were remaining remnants of a controlled substance in herroom after check-out and we had to outsource professional cleaning services inorder to remove the strong smell of marijuana from the room. The cost of thecleaning in addition to the loss of room revenue (we could not rent this roomfor 3 full days/nights) far exceeds the smoking fee of $250 that we charged theguest. At this time we will stand by the fee and not provide a refund orcompensation as [redacted] is requesting. I have attached one of the emails Ihave sent directly to this guest for your review. I have never heard from thisguest directly, she has chosen to take every avenue aside from contactingmanagement at the property level.Thank you, [redacted]

General ManagerGood Afternoon [redacted], I’d like to thank you for the feedback we’ve heard through GSS surveys and the review you placed online, we have certainly taken your comments into consideration. I have also received a message from [redacted] Customer Care regarding your stay. I understand that the misunderstanding with our Housekeeping team could have been disturbing, I can assure you that this does not typically take place and I have spoken with the Housekeeper in question who has made me aware she did not understand your request for no service that day. In regards to the smoking fee, we stand by our decision to charge you for this damage. The marijuana smell was so strong in your room that we had to pull the police department in to confirm there was not anything left in the room and during that time they recovered remnants of a controlled substance. We also had to hire an outside cleaning company to rid of the odor. Please understand that while we are apologetic that you are less than satisfied, we have to uphold to our hotel policies and standards.Thank you,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[False I do not smoke.]

Regards,