TownePlace Suites Colorado Springs South

Woke up to the sound of dripping water on my first morning in the hotel. Turned out the ceiling was collapsing over the tub. A large section appeared to have fallen in, with a large amount of water being retained by paint that had separated from the ceiling and wall. It was obvious this was not new damage. I had checked into the hotel late the previous evening after a long day of cancelled and rescheduled flights and hadn’t noticed the condition with the shower curtain drawn. I find it difficult to believe the hotel would ask anyone to stay in such a room at all. Very sad. If given an opportunity later in this review process, I will include a picture of the ceiling to show how bad and obvious the damage was. I was relocated to a new room. It was slightly better. The bathroom ceiling was cracked and badly stained by rust, but it wasn’t leaking, so that was an improvement. I was on a four day business trip. During the remainder of my stay,I was never able to get the water temperature above tepid. Nothing like a lukewarm shower on a cold Colorado morning to start your day. I provided the hotel with a review of my stay. I was contacted by a manager who apologized for the situation and invited me to stay with them again in the future. Wow! I don’t think that will happen.

The hotel is dated and very rundown, lacking any indication of maintenance. The front desk staff were cold and confrontational on every interaction. For example, I was treated poorly for asking for the total authorization amount on my card prior to a charge. Additionally, the pool sign said 11 pm but the staff told us that and it was “actually 10 pm.” Why not change the sign rather than mislead guests and then lecture them when they try to use the dinky rundown pool? While they let our group use the pool until 11, they were rude about it. This was not worth the money and made me regret choosing Marriott.

What can I say….if I could give this hotel zero stars, I would. This hotel was disgusting and a total disappointment. We were supposed to stay for a week, but stayed 2 nights and moved to a different hotel (Hampton Inn by the movie theater….sooooo much better!!) When we booked months and months before our trip, we booked a 2 bed room for 4 of us. When we checked in, we were told that they were overbooked and put us in a 1 bed room. We were given a number and email to call and complain. Neither worked. We were told that our room was going to be “heavily” discounted for the inconvenience of 3 adult sized people and 1 child having to share 1 bed and a fold up couch. We were not. We paid over $500 for 2 nights of nastiness ( that could have been the cost of a ReALLY nice hotel room!). The funny thing is, someone else in our party had their room comped and were moved to the hotel next door. That option was never offered to us. Maybe I was too nice. The hotel itself is old, very dated, and reeks of mold, musty funk, and sweat. We had to open the window in the bedroom to get the smell out because we were all getting headaches. The hotel hallways were lined with trash bags because no one cleaned the rooms. Our shoes stuck to the floor in the kitchen area. Our room had 1/2 roll of toilet paper. The hotel had zero towels. We had 3 in our room for 4 people. Another party we spoke to had 2 towels to share among 5 people. We went down for more and were told there were none. No pool towels even. The next day, they finally had towels to spare, but the lady at the front desk was VERY put out about having to give them to us. When we checked in, we were told that they were understaffed and the front desk gentleman was trying to hurry to clean the rooms. My comment at that point was “so you’re telling me the rooms aren’t thoroughly cleaned??” To which he responded…”yours should be…but call down and let me know if it’s bad.” Just about that time, the person who had checked in before us came back down to tell him that their room wasn’t clean! Once we got to the room, we realized we couldn’t call down anyway…there was phone on the nightstand with no cord!! Just a prop to look the part! Beware. Stay away. Find literally any other place to stay.

Simply put, a terrible experience! Our worst Marriott experience and I have stayed at many Marriott properties for 30-40 years. Stayed three nights in early July 2022. Another party we knew stayed one night concurrent with our stay. The positives: 1. Nothing The negatives: 1. Poor Location - near airport but in a strange area of warehouses, distribution centers, industrial space..Ghost town at night. Safety?? 2. Rooms not cleaned unless staying more than three nights. You put your own trash out in hallway, pick up fresh towels at front desk...How about I do my own sheets/towels laundry myself? Vacuum myself? When will this "COVID Hysteria" era nonsense end? Oh but wait...accountants have decided this policy is great and saves money for Marriott. 3. Swimming pool towels not replenished. Walked back to room dripping wet. 4. Parking costs an ADDITIONAL $5 per day EVEN when PREPAYING for room on Marriott website. Can you make this fine print ten fonts larger? 5. The crown jewel - attempting to eat breakfast was chaotic at best. Way. too many people competing (and I do mean competing as some were grabbing far more food than needed) for too little food. Yes...many items were depleted on all 3 days and not replenished. So much for an "included" hot breakfast. But I must say - the problem with food running our belongs clearly to Marriott. But the problem od some guests grabbing food like the world is ending - well SHAME on you. 6. Waited at front desk for approximately 6-8 minutes for staff to return (she was checking on a room per another staff in breakfast area). She eventually returned. I checked out and confirmed residual charges. And complained about all issues. She offered a credit, I refused. Just fix the problems or take the name Marriott OFF the signage. 7. All this for about $224 per night including taxes. Where did we lost value for one's money and good customer service. Marriott - take note. Customers do have choices.