Exceptional

Exceptional

Superb

Superb

Exceptional

Exceptional

Had a pleasant stay during...

Liked: Staff is super friendly and helpful, they made our stay very comfortable. Free breakfast had great options for everyone.
Disliked: We had a family suite, although beds were comfortable the sleeper sofa was extremely uncomfortable and springy.

Bad

Disliked: My family and I were booked to stay at the Residence Inn from December 5th to December 7th to celebrate the homecoming of the men and women of USS OAK HILL LS-51. We live five hours away from Norfolk, and after a long drive, we arrived at the hotel close to 9 PM.Check-in, facilitated by Raquel, was smooth and efficient. However, upon inspecting Room 516 before unloading our belongings, I discovered a roach crawling in the kitchenette area when I turned on the lights. I immediately informed Raquel and provided pictures to document the issue. She moved us to another room (Room 116), but unfortunately, this room was also unacceptable due to improper cleaning. Specifically, the refrigerator and microwave were dirty, and the chairs and pull-out sleeper were covered in crumbs.Given the state of both rooms, my family and I decided not to stay. Raquel kindly attempted to find other accommodations for us, but the nearby hotels were already booked. This left us scrambling to call around for a place to stay, all while sitting in our car with our children. Thankfully, we eventually found a hotel to accommodate us for the remainder of our trip.As a loyal Marriott customer for the past 31 years, I was deeply disappointed by this experience. It was far below the standard of cleanliness and service I have come to expect from Marriott properties. While the $884 hold on my account has been released, I have yet to receive a response from the GM regarding my email explaining our experience and dissatisfaction.I decided not to include photos with this review, as my intention is to provide an opportunity for improvement and to ensure the standards I have grown accustomed to with the Marriott brand are maintained in the future.I kindly ask for acknowledgment of my concerns and an explanation of how this situation will be addressed to prevent similar issues for other guests in the future.

Good , enviting

Liked: Very professional