We chose the Residence Inn Danbury, CT after a long day helping our son move, based on its high ratings and Marriott’s good reputation. Unfortunately, our 2-night stay was a series of disappointments from the moment we arrived. When I asked about the rate using my AAA or Bonvoy membership, the front desk quoted a much higher rate than what I saw on Hotels Tonight. So I booked through that app while standing at the desk. Once I mentioned Hotels Tonight, the agent’s attitude noticeably changed—and she asked me to step aside for another guest, and offered them snacks and drinks that I was never offered. After checking in the other guest and apparently contacting her manager, she gave us room LL1—a basement room down from the laundry room, directly by an exterior door, and facing the highway. The jacuzzi jets didn’t work, the water was discolored, and the toilet ran for half a minute after every flush. There was even a live bug in the shower as the cherry on top. The hotel was no where near full and we checked in at 8PM - so putting us in this room seemed spiteful. We were the first people down to breakfast as we were heading out to help our son again. The waffle maker was shedding black flakes from the coating, and the yogurt had expired on October 25 (our stay was November 7-9). That night, I noticed a “Spa On/Off” switch on the wall and tried to give the tub another shot. The jets still didn’t work, the water left sediment in the tub, and then water started dripping from the ceiling—enough to create puddles on the floor. It was clear this wasn’t the first leak. We called the front desk and were moved upstairs. The next morning, the same flaking waffle maker and expired yogurt were still out for guests. We paid Marriott’s full partner rate through an app that Marriott participates in, yet were treated like second-class guests and put in an unsafe, poorly maintained room. I’ve stayed in many Marriotts and never had an experience like this. To make things worse, Marriott’s own website for submitting complaints was broken—it wouldn’t accept the feedback form no matter how many times I tried. I expected Marriott-level hospitality and basic food safety, not a basement room with a leaky ceiling and expired yogurt. I would also like to say that these things are managerial-level failures, not attributable to housekeeping. Both rooms were clean - the upkeep of the facility itself was the problem.
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