TownePlace Suites by Marriott Indianapolis Downtown
🏨 Hotels & Travel · Indianapolis
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Housekeeping failed to provide requested room service.
Business reply on Google
I'm sorry that Housekeeping service for your room was inconsistent, and that you were repeatedly told you were "on the list" without ever being serviced. That's not acceptable, and it's not the experience we want our guests to have. I've flagged this with our housekeeping team to prevent it from happening again. Once again i'm sincerely sorry. Thank you for your understanding. Best Regards Richard Gogoua
Housekeeping failed to service the room during the stay.
Business reply on Google
Dear, Brian Thank you for taking the time to share your feedback about your recent stay with us. I sincerely apologize that housekeeping did not service your room during your three-day visit. This is absolutely not the standard of care we strive to provide. While I'm glad to hear our front desk team assisted you, the lack of housekeeping service throughout your stay is unacceptable, and I completely understand your disappointment. You deserved a fresh, well-maintained room, and we failed to deliver it. I'm looking into what happened to ensure this doesn't occur again. We value your business and would very much appreciate it if you could give us another chance to host you on your next visit to Indy. Again, my sincerest apologies for this experience Best Regards Richard Gogoua
hotel staff failed to respond to inquiries about a lost key
Business reply on Google
MurderF0x19, Thank you for taking the time to share your experience with us. We sincerely apologize that we have not been able to locate your missing key fob. We’ve continued to check throughout the hotel, but unfortunately, no updates have been available as of yet. We understand how frustrating this is, and we’re very sorry for the inconvenience. If anything changes, we will reach out right away. Yours in Hospitality, Phil Klaus General Manager
Personal property left in hotel room was stolen by staff
Business reply on Google
Lindsey, Thank you for taking the time to share what you’ve been experiencing. I want to express how deeply sorry we are that your treasured necklace has not been found. We fully understand how profoundly meaningful this piece is to you, and how heartbreaking it must be to be separated from something your father made for you with such love and intention. We are truly saddened that we have not been able to return it to you. From the moment we were informed the necklace was missing, we had our entire team thoroughly and repeatedly searching the hotel. Michaela immediately went to the room to look, and we revisited every area where the necklace might have been overlooked. We have also continued checking our laundry, public spaces, dumpsters, parking lots, lost and found, and all other possible locations in hopes it might turn up. Additionally, a reward continues to be shared with the entire staff in case anyone comes across it. We checked who entered the room and when, and our findings do not indicate theft. Despite all these efforts, we still do not have any updates, and we have not been able to locate your necklace. We are truly sorry that our communication did not meet your expecta
Poorly designed parking lot layout caused vehicle damage and entrapment.
The hotel charged for unused parking and provided poor customer service.
The hotel shower was found to be covered in mold.
Business reply on Google
Sue Ann Marie, Thank you for taking the time to leave your detailed review. It is through our guest feedback that we can make changes for the improvement of our property. I am sorry to hear about the issues you experienced with your shower and that we were unable to properly resolve this issue for you during your recent visit. Maintaining a clean atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during your visit. I want to ensure you that this issue has been shared and rectified with our engineering leaders to ensure this is an isolated incident. We hope that you will reconsider and give us another opportunity to serve you when you return to the area. Yours in Hospitality, Phil Klaus General Manager
The hotel room was infested with cockroaches.
Business reply on Google
Dave L, Thank you for your continued loyalty to our hotel. I am so sorry that we missed the mark during your last extended stay visit. As you mentioned in your comments, we did attempt to address this issue multiple times for you. Upon your first notification, we offered to move you into a different room for a full investigation and treatment, which you declined. The second time you brought this to our attention we noted your previous request and insisted on bringing a licensed professional to research the situation for you as this seemed to be an ongoing problem you were facing. We are happy to report that upon your departure we have had this situation thoroughly researched and investigated without further incidents. We hope that you will give us another opportunity to serve you shall your travels return you to the area. Yours in Hospitality, Phil Klaus General Manager
Unresponsive staff and mandatory parking fees charged without usage
Business reply on Google
Mr Chen, I am so sorry to hear about the issues you experienced with contacting us through your third-party vendor. Please know that for any future questions or concerns, it is always easiest to reach out to us at the hotel directly at 463-209-7300, so that we can immediately address your needs. I am happy to hear that the team was able to resolve your parking concerns and look forward to hopefully serving you again in the future. Yours in Hospitality, Phil Klaus General Manager
malfunctioning television and alarm clock with unhelpful staff response
Business reply on Google
Kym, Thank you for taking the time to share your feedback regarding your recent stay with us. We want to once again offer our apologies for being woken up so early this morning by the alarm. Our hope is that all our guests experience a relaxing and peaceful stay, and I am very sorry that this wasn’t your experience. As mentioned during your check-out process we were able to speak with your 3rd party booking agency and offer the further compensation you requested. We hope that you will reconsider and give us another opportunity to serve you the next time your travels take you to the Indianapolis area. Yours in Hospitality, Phil Klaus General Manager
Personal property went missing from the hotel room after checkout.
Business reply on Google
Exceptional Living, Thank you for taking the time to submit your online review. We are so happy that we were able to find your additional pair of shoes in the alternative location. We will make sure that these items are readily shipped back to you tomorrow morning to the address you provided to us. Should you need any further assistance do not hesitate to contact us directly. Yours in Hospitality, Phil Klaus General Manager
Unclean room conditions and poor quality breakfast service.
Business reply on Google
Mike Michener, Thank you for sharing your feedback regarding your recent visit to our hotel. Maintaining a clean and fresh atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during your visit last night. Your issues regarding the chemical use, stained ice trays, and public area odors have been shared with our housekeeping leaders to ensure this is an isolated incident. I also, appreciate you speaking with me today about the issues you experienced regarding the quality of the breakfast and ideas for improvement. We hope you will reconsider and try us again and we would be happy to customize any of our menu options to suit your needs. Yours in Hospitality, Phil Klaus General Manager
excessive noise from hallways and neighboring rooms prevents sleep
Hotel staff overcharged for stay and provided poor customer service
Business reply on Google
Mr. Polk, I am sorry to hear about the issues you experienced during your stay with us. I have communicated your concerns to your group coordinator who should have reached out to you directly to explain both the need to have a valid form of payment on file at the time of check-in and reemphasized that you will only be charged for the nights that you consumed at the hotel. Marriott takes PCI compliance rules and laws very seriously thus, we must follow the policies and procedures outlined by all banking institutions and major credit card processors. We have no issues with switching your method of payment at check-out or any other time during your stay with us but it is imperative that we must have some sort of valid payment on file on your account at all times. If you still have a desire to switch your method of payment from this recent stay please reach to us directly and we would be more than happy to send you over the necessary authorization forms to remain in PCI compliance for your banking institution for proper processing. Yours in Hospitality, Phil Klaus General Manager
Incorrect room charges and unprofessional staff behavior regarding payment methods
Business reply on Google
Kathy, I am sorry to hear about the issues you experienced during your stay with us. I have communicated your concerns to your group coordinator who should have reached out to you directly to explain both the need to have a valid form of payment on file at the time of check-in and reemphasized that you will only be charged for the nights that you consumed at the hotel. Marriott takes PCI compliance rules and laws very seriously thus, we must follow the policies and procedures outlined by all banking institutions and major credit card processors. We have no issues with switching your method of payment at check-out or any other time during your stay with us but it is imperative that we must have some sort of valid payment on file on your account at all times. If you still have a desire to switch your method of payment from this recent stay please reach to us directly and we would be more than happy to send you over the necessary authorization forms to remain in PCI compliance for your banking institution for proper processing. Yours in Hospitality, Phil Klaus General Manager
Excessive noise from street traffic and hotel doors prevented sleep.
Business reply on Google
I apologize. We are still unsure what was happening outside the hotel. This was a first time and hopefully only occurrence. Thank you for staying with us.
Hotel overbooked and failed to honor promised room cost coverage.
Business reply on Google
Good afternoon. We hate when we have to disappoint our guests, Sorry again. You shouldn't have been charged for anything. Please reach out directly to me and I will look into this. Thank you, - Charles.
Staff threatened to call animal control regarding guest's unattended dogs.
Business reply on Google
Kathy, I am sorry to hear about the issues you had at our facility. As a pet friendly hotel our goal is as always to make the stay of both you and your animals as comforting as possible. The initial placement of your suite was arranged specifically to give you both easy access to our pet station and stairs as well of that of quiet and comfort. As outlined during our conversation, we must adhere to the policies and procedures outline in your pet agreement that was reviewed with you and signed at check-in. I understand that several attempts were made to keep your dogs at a reasonable noise level. With those attempts remaining unsuccessful, we had to request your assistance and compliance to allow others the ability to sleep and rest comfortably during their stay. Once again, I would like to apologize that we were unable to create a comfortable home for both you and your dogs in your initial suite. We hope you will change your mind and give us another opportunity the next time you are in the area. Yours in Hospitality, Phil Klaus General Manager
The hotel room lacks adequate soundproofing from noise.
Business reply on Google
Garry, Thank you for taking the time to write your detailed review. We understand a quiet night sleep is important to all of our guests and I am sorry to hear that you are not currently experiencing that at our facility. Can you please let us know your location so that we might attempt to correct the issue for you going forward? Yours in Hospitality, Phil Klaus General Manager
The hotel room was dirty with pests and damaged carpet.
Business reply on Google
Nicole, Thank you for taking the time to review our hotel. I am sorry to hear about the issues you experience in your suite upon arrival. Providing a clean comfortable room is something we pride ourselves on and it appears we missed the mark during your stay with us. We hope that you will give us another opportunity to serve you shall your travels take you back to the downtown Indianapolis area. Yours in Hospitality, Phil Klaus General Manager