Residence Inn Midland

Stayed here for a night while in midland. Good location. Clean hotel. Busy during breakfast. Room was nice with kitchenette. Was not a fan of the bathroom. Bad water pressure in shower. Across the street from Sam’s and HEB. Starbucks nearby also.

I'm done with Residence Inn. Done. Stick a fork in me done. In November 2021, I arrived at a Residence Inn in Miami at 8:30pm and discovered that they did not have the room I had reserved. They knew this at noon as noted by the fact that someone at the hotel had logged into my Marriott account and changed my original reservation from a 2 queen bedroom suite with sofa bed to a single king suite with sofa bed. That person also created a second reservation under my account ( different confirmation number ) for a second king suite. They over-booked and tried to pull a fast one. This time I was 90 minutes away from the hotel and made a reservation online for a 2 bedroom suite with sofa bed. I received a confirmation email within 1 minute. However, due to my recent experience in Florida, I decided to call the hotel and confirm that they did indeed have my room. Alex answered the phone and told me that they could offer me 2 rooms. Unacceptable. The time between making the reservation and speaking to Alex was 5 minutes. I told Alex that Marriott policy is that they have to put me up in an equivalent room at a nearby Marriott policy. Alex told me that all he was willing to do was offer me 2 rooms. He then hung up the phone on me. I called Marriott customer service and explained the situation. The agent agreed with my reading of Marriott policy. However, when I explained that Alex was refusing to follow policy and asked her how to proceed, she was unable to offer a solution. I asked if she could cancel the reservation, but it was after the cutoff time. So I asked for a supervisor. While on hold waiting for the supevisor, I called Alex again on my wife's phone. I again explained Marriott policy to Alex and told him that a Marriott supervisor would be joining our call in a couple of minutes. Alex did not want to wait for that. I asked Alex to have his manager call me and he agreed to forward my information. HOwever, it was clear he was not going to do that. While talking with Alex, the Marriott supervisor came on line and heard the end of our conversation. After Alex hung up, the Marriott supervisor chimed in that Alex was very rude. She plans on sending a message to his manager. I hope Alex gets fired over this nasty attitude and lack of understanding Marriott policy. The supervisor was able to cancel my reservation with no charge to my debit card. She sent an email to me confirming the cancellation. She was very professional. Never again Residence Inn. My past two times of trying your hotels show me that you consistently over-book and that your personnel do not understand or follow your own published policy. I ended up staying at a Hilton. Oh...and for Alex....the Marriott supervisor heard your tone of voice and overall nasty attitude. Congrats dude. You were recorded by Marriott. Hope you lose your job.

I had a bad experience in November 2021 with the Residence Inn at Miami West/FL Turnpike. They overbooked and didn't have the room I reserved. They gave me 2 rooms of which only 1 was habitable due to the smell of cigarettes. So this time I called the hotel 5 minutes after I made the reservation to confirm they had the room I reserved. They didn't. The desk clerk Alex was rude and offered me 2 rooms to replace the 2 bedroom suite. Alex couldn't cancel the reservation as it was after the cutoff time. I spent 30 minutes on the side of the road in my car getting through to a supervisor at Marriott that could cancel the reservation. This seems to be standard practice at Residence Inn's to overbook or sell non-existent rooms. I'm done with them.