Although policy is in place to create structure, one can not foresee the unforeseen. When one is in the field of customer service by definition you must actively lend your self in helping and doing work for another. When the most effort is a shrug and no. What happened to "I'm not sure but lets see what we can do?"
Good evening, W1181FFlawrencec,
I deeply apologize for the service you encountered while you were at our property. The level of service you described falls well below our standard and I have spoken to to the individual that you checked in with. I am glad we touched base and that we were able to resolve your issue. Please do not hesitate to contact me with any further questions or concerns. We look forward to redeeming ourselves in the future.
NO HOT WATER! From 8AM until checkout Couldn’t take a much needed shower. Was told, “I’m sorry. It’s the whole hotel. There’s a problem with the boiler”.
Was told they would remove the parking fee from my bill for my inconvenience. Didn’t solve the problem but it was something. Then I got my bill and it wasn’t taken off!
May has well said, sorry, thanks for paying full price, now get out.
Also: Pool went out of service on the night of our stay so my daughter was extremely disappointed.
Standing water in the dishwasher with food crude floating. Didn’t trust the glassware in the room and no paper cups.
Couch where my daughter was going to sleep had huge divot so it would suck her into the couch.
Tile fell off the bathroom wall. No one around. Just fell off.
Hotel was once nice but just seems to be falling apart. Idk if it’s lack of maintenance or lack of caring but definitely not worth the money. Still angry today.
Could have looked over the little things but at the very least I expect a place to sleep and can get clean from a hotel. Should expect more from a Marriott. I guess they trap you in for the location. Much better options in the Burgh.
Good evening, V4449NCronc,
Thank you for choosing to stay with us and for taking the time to give us your honest opinion. I am so sorry for the challenges you faced while staying with us. It is disappointing to stay someplace and have multiple things go wrong. Unfortunately, the boiler did go out for the whole hotel and while we fixed it as soon as we could, I understand your frustration with having to take a cold shower. If you would like to reach out to me, I would love to make sure we refund your parking fee, as promised. I will also share your comments with the rest of our team to ensure your comments do not fall by the wayside. I hope you will give us a chance to redeem ourselves in the future. Thank you!
Margaret is absolutely, positively, the ideal person you want working in your hotel. She cares so much about her guest and her team. Hospitality jobs are so short staffed but it’s nice to know there are amazing people like Margaret who make places like this a billion times better.
Thank you, Aplatt8, for your kind words regarding Margaret. You are correct, we are extremely lucky to have her on our team. We are very glad that you chose our hotel and were able to experience her exceptional customer service. We hope to see you again the next time your travels bring you to Pittsburgh!
Stayed here with free night certs over Fourth of JUL weekend. Many big PROs and a few minor CONs.
Major PROS:
1. LOCATION. Great location at reasonable price. For a suite in downtown Pittsburgh, this hotel can't be beat. Walked to Point State Park in the morning with the family.
2. DESK STAFF. Front desk staff was friendly and truly accommodating and went out of their way to help.
Minor CONS:
1. BREAKFAST COFFEE. I can understand handing out bagged breakfast during COVID but no hot coffee? The coffee from the coffee maker in the room never tastes good to me.
2. SHOWER CURTAIN MILDEW. Mentioned a couple of times in other reviews for this hotel and I noticed this as well. I also noticed that unless my room temp was set at 70 degrees or below, the humidity in the room is noticeable so my guess is that this and the shower curtain mildew are related.
3. SMALL ITEMS. Dresser knob missing, paper towel dispenser broken. Door closing mechanism needs to be adjusted so the door doesn't slam and damaged the frame. I noticed this on both rooms that we rented. Housekeeping should pick up on these things and relay them to building maintenance. Since daily housekeeping is missing due to COVID, my assumption is the only the squeaky wheels (guests complaining), are getting greased.
Dear Wander,
Thank you for your thoughtful response to your most recent stay at The Residence Inn Pittsburgh North Shore! I apologize for the level of cleanliness in your room and that it did not exceed your expectations. I am disappointed to read your comments. I appreciate your suggestions and will pass them along to our housekeeping and maintenance teams. I appreciate your kind words about our front desk team! We look forward to serving you in the future and redeeming ourselves!
Thank you!
Just across the street from PNC park and a great location on the north shore. Very clean room and comfortable. Would def recommend a stay here. Located close to both stadiums, the casino and all the bars/restaurant on the north shore.
