-
November 2023 by Suzanne G
Stayed at this location with my child's sports team. After being gone all day at a tournament we all met in the hotel lobby to watch a college football game. One staff member was nice enough to turn on the game for us on the larger tv in the lobby but when we asked the bartender to turn it on the TV above the bar, he told us that we had to buy a drink first. A drink was purchased and the game was turned on. A little while later, the channel changed and when we asked the bartender to turn the game back on the game, he again said that a drink needed to be purchased. With about a minute and 20 seconds left in the game, the bartender started clapping at us, yelling that the lobby is closed and we were to "go to our rooms". He said we had 5 minutes to clear the lobby. He said we were being loud and rude and they have had multiple complaints from guests that our children were being disruptive. It was pointed out that our children were with us, in the lobby booth, watching a show and that if there were kids currently being disruptive it wasn't our children. At that time he turned the TVs off and demanded we "go to our room". I asked the front desk for a night manager and was told there was not one on staff that night and apologized for the bartender's behavior stating they didn't understand why the bartender was acting that way. My husband asked the bartender several times for his name and he refused to respond. He finally gave his name as Ben. The next morning we spoke to the Operations Manager who apologized for the situation. It was clear that this has been an issue in the past with the bartender and him not liking when people hang out in the hotel lobby and not purchase drinks from him. It was clear that this is a toxic employee from the night staff and staff we spoke with the next morning. I have contacted the Director of Sales and have yet to hear back from her. I hope this review can make positive changes among the staff as the other staff members were professional, kind and tried to make the situation better. The rest of the staff does not deserve to have to work with someone like that.
-
November 2023 by jamie laplante
The bartender was unbelievably rude. This is the worst customer service I have ever experienced. He repeatedly changed the TV channel and muted the TV to prevent us from watching it because we weren’t buying drinks and food from him. When we politely asked him to change the channel, he refused to speak to us until we bought a drink. He continued playing with the TVs and being rude all night. At 10:55, he unilaterally kicked us out of the lobby by screaming and yelling at us. He turned all the TVs off and made us leave. Apparently, he has a habit of doing this when he’s in a mood or dislikes groups who do not buy enough drinks from him. The fact that the hotel refuses to address the issue makes me wonder about how well run the place is. Avoid this place!!!
-
November 2023 by Matt Kramer
Worst hotel experience ever, do not go here until they get rid of their bartender, Ben. Our soccer team was here over the weekend and the bartender muted the TV, changed the channel on tvs our kids were watching and demanded we buy drinks to sit and watch the football game on that night. The night ended abruptly when Ben yelled at everyone, in front of kids, and shut off the tvs without any warnings of what the problem even was and told us to go to our rooms all before the lobby close time of 11. Supposedly this is not the first time this has happened. We're also escalating this with management, but want others to be warned so they don't have the same experience. The Operations Mgr tried to make it better the next morning, but the damage was already done.
-
November 2023 by Steven H
Stayed on Oct 28th 2023. By far the WORST service experience I've had at a hotel. Was in town for my daughter's soccer tournament. Had at least 12 families staying at the hotel. We were all getting back from the soccer fields around 7pm and wanted to enjoy the OSU football game together in the Lobby. Since no one else was in the Lobby except for our >25 person group, I asked if we could change one of the TVs to the OSU Football game. The bartender said it was fine and handed me the controller. I changed the channel and handed the controller back to the bartender.- Within 5 min the channel magically changed and went on mute- We asked if the channel can be changed back to the OSU game. Instead of changing the channel back, his response was 'What will you have to drink?', he said that several times because we were taken a back with that comment. We asked him if he will allow us to change the channel if we buy a drink and the answer was yes- One of the parents in the group decided to just buy a drink so we could just watch the game and enjoy our evening- Then the channel changed again and another parent decided to buy another drink to appease him and not start any issues- We went about an hour without any further issues and then right when the game had 2min left. The bartender walked over and stood in between the group and the TV and told us we needed to get our kids and go into our rooms. He mentioned that they received complaints of noise from the kids running around. We explained that all the kids were in the lobby booth area watching a movie on another TV and unsure as to where the complaint came from.- We also later learned that one of our girls were approached alone and beratedThis is by far the strangest and disappointing interactions any of us have had with Hotel staff. To require that alcoholic drinks be purchased to then be allowed to change the channel is wrong let alone approaching a minor alone. After speaking with the morning staff about our interaction, they were not surprised as they said this happens all the time with the bartender. I do have to note that the morning staff were supportive suggested that we reach out to the Director of sales Valerie Ciotti because the general manager would be no help. Hoping this review will help inform others and promote positive staffing changes.
-
October 2023 by Eric Ealy
Newer, well located Courtyard hotel, with a great front desk person! She was excellent. Clean room. Large bathroom. Nice place to spend a few nights!!
-
August 2023 by Liz Hess
We booked this Courtyard for our Wedding Hotel Block. Valerie and team were a pleasure to work with over the months. The staff made it a great weekend for us and our guests! I was able to request a specific room/direction (south facing) for the bridal suite. The hotel is new and has an updated lobby. The outdoor lounge area was great for a few first look photos. The flowers are well kept. There was a conference room we were able to use for the bridal party to get ready in. We also used this conference room for our low-key brunch the next day. The staff seemed excited to be hosting a wedding block and it made the weekend that much more special for us. Valerie was easy to work with and communicate with. I would HIGHLY recommend this hotel for your wedding block.Rooms: Clean and standard style expected of Courtyard by MarriottWalkability: There is a sidewalk, and you can easily get to Walgreens, UDF, and a Mexican restaurant. Most people will likely drive though. There is a fairly busy intersection that i wold not want to cross
-
August 2023 by Sandi Marcum
We stayed yesterday to get ready for a wedding and overnight. The staff was absolutely amazing. The ladies at the front desk were extremely helpful for any and all of our needs. Room was very clean. Highly recommend.
-
August 2023 by Sarah Dorenkott
They DO NOT have medical refrigerators.Do not stay here if you’re a breast-pumping mother or an insulin-dependent diabetic.I spoke to the GM and the solution is storing medical breast milk and even insulin in the employee refrigerator.I’m here on a work trip and we regularly come to this Marriott for team gatherings. This will be our companies last stay at this hotel.
-
July 2023 by Taj English
Explicit text from a staff member at 1am. Employee even went as far as mentioning my room number in a threat. Reached out to management multiple times to file a complaint, and not one call back.
-
July 2023 by Christina Buskirk
This is a new hotel. Everything is clean and modern. The staff is very nice. Breakfast was very good. Our room was awesome. So pretty! We enjoyed the outdoor fire pit.Nearby activities: Kings Island is a short distance away.
-
May 2023 by Jeff Martin
This was once my go to hotel in Mason. Not sure what happened but it's nothing close to the same. I can't even get all the negatives from this stay in one review. And it will certainly be my last stay here. Ants, missing pillows, tv not working, scan keys not working numerous times and a not so helpful front desk agent.Nearby activities: I stay here primarily because of how close it is to all the places I need to be
-
May 2023 by Florian Bender
Not a Marriott experience. Most of the staff were unmotivated and not service-oriented. Less options for breakfast and quality of food moderate. Rooms to the front are loud and noisy.
-
May 2023 by Laura Lindsey
This hotel was recommended by a coworker. I wanted to stay somewhere that was close to the Cincinnati Zoo. This was it. Great rooms, friendly staff. No breakfast. I didn't expect free breakfast. Good selection of tv. Bathrooms clean. Good temperature of water.
-
March 2023 by Alli C.
I've stayed at this hotel multiple times for work, and it is always very clean and comfortable! The staff here are excellent and their business spaces are convenient for meetings. Always excited to see the friendly faces here! Only complaint - they only have Pepsi products.
-
March 2023 by Mohamed Salem
Looks new and modern hotel. Rooms are so comfortable, gym is exactly what you need. Only requires more variety of breakfast options
