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Cockroaches and bad rewards

1.0 of 5 bubblesReviewed 11 Sept 2023
Yet again denied my suite rewards even though I’m a titanium elite member, guests room AC went off multiple times and got a working room days later, cockroaches in room. Please. Fix yourself. Your members don’t deserve this @marriott
Date of stay: September 2023
Trip type: Travelled with family
2.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
3.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Residence Inn Toronto Markham, responded to this review
Responded 11 Sept 2023
Dear sfV1360ZG,

I sincerely apologize that we didn't meet your expectations. Thank you for providing us with some feedback to work with and learn from. Our guests' experience is of the utmost importance to us, and your comments help us improve and become a better hotel. We hope you will consider a return visit in the future as we would love to provide you with a better stay.

Sincerely,
Firass Ismail
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (254)
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3 - 8 of 254 reviews
Reviewed 27 May 2022

Quite location. Front desk was welcoming upon check in. Studio suite very comfortable and clean. Nice lay-out, adequate lighting. No hotel pen and pad, envelopes, or desk stuff like that available in the suites. Not enough bathroom amenities. Towels were plenty. Kitchen needs a few more things, such as a kettle, especially for longer stays. Coffee machine or using the small pot to boil water just isn't the same for making tea and other things. I requested if a kettle was possible to get, they said no, to just boil water in a pot. Most of the front desk staff were very friendly and provided great service. Housekeeping staff provided great service and very friendly. Marriott needs to be more honest with their website list of amenities etc. offered at each hotel, i.e. there is no post/parcel or bottled water, or a few other things listed. When I asked, they would not even provide service for a letter size envelope to be mailed for me. I did offer to pay a service fee as well as postage. They said to go to a post office or drop in mail box, but too far a walk and I had other things pressing to do. They did though when I asked for bottled water one morning as I had run out of my own, say that I could come down to front desk and get some (complimentary). One other morning I did not bother as I was tired and still in pjs, and wanted to remain so for a while longer, but missed my morning coffee. However at other times requests were handled very willingly and promptly with service with a smile. I think it depended on who was involved. In general though, very good service. Breakfast is ok, but could be better. It is a small buffet but several things. Breakfast staff were great and friendly. I find their coffee very bitter. Some mornings scrambled eggs were cooked enough and sometimes quite raw. A breakfast staff member noticed I wasn't impressed and closed the lid and she brought a bowl of properly done scrambled eggs to my table! That was very nice of her. They need to change up and rotate the breakfast option a little more often, because it is a Residence Inn in that a lot of guests are long staying guests. Pool and exercise room available and clean. Being it is a 3-star hotel, I felt a four star rating was deserved. Marriott Bonvoy on the other is very difficult with their rewards program and I am not a fan any more. As already mentioned, their websites for their hotels is also very misleading. Considering all the bother and stress caused by that aspect of things, I will not be using Marriott Hotels anymore despite being an Elite Platinum Member. The hotel though was upping their rates too quickly and too high during my stay there. It is a good value hotel when prices match what they offer. However, whenever overhigh rates start occurring, it is no longer good value for what you receive in return. I can recommend this hotel for stays when rates are reasonable and fair, and for storter stays rather then longer stays (unless they improve a few things) and for any guests that are not MB members. I believe it would be in general basically a good stay for anyone. Thank you.

Date of stay: May 2022
    • Sleep Quality
    • Cleanliness
    • Service
Thank V9200UKelainew
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Residence Inn Toronto Markham, responded to this reviewResponded 28 May 2022

Dear V9200UKelaine,

Thank you so much for your business and for sharing your detailed review here on Tripadvisor. It is great to hear that you found our Residence Inn to be a comfortable and above-average option for a great stay in the Markham/Toronto area. Our hotel aims to provide a great experience, and your feedback, including recommendations for improvement, helps us to succeed in this area. We hope you will continue to seek out Marriotts when you travel and hope to host you again should you return to the area.

Best,
Anita Shu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2022

In the past two months, I’ve visited three Residence Inns - Markham, Calgary and Halifax. Markham is the only one that still refuses to reinstate hot breakfast. It’s been two years. There is no reason not to open hot breakfast like other Residence Inns have. Even the Fairfield inns I’ve stayed at (Sudbury, for one) have it. An English muffin is no longer acceptable. In the meantime, I have found several other hotels near you which I will try that do offer hot breakfast. I will keep calling your hotel once a month to see if it returns and when it does I will return as a guest.

Date of stay: March 2022
Trip type: Travelled on business
3  Thank montrealt618
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Concord Hospitality, General Manager at Residence Inn Toronto Markham, responded to this reviewResponded 21 April 2022

Dear montrealt618,

Thank you for taking the time to write a review about your recent stay. We appreciate your feedback and we’re very sorry for the disappointment with our breakfast. We will take your comments about our breakfast under consideration as we continually work to improve our guest experience and offerings. We hope you will consider staying with us again in the future.

Sincerely,
Anita Shu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 December 2021

The overall experience at Residence Inn was great. The room was very spacious and the amenities were fantastic. Had a couple of issues the first night due to the room not being fully cleaned, however, one of the housekeepers named David came to our rescue. He not only helped us move all of our luggage to another room, but he did everything he could to ensure we were comfortable and happy. If you find yourself at the Residence Inn I really recommend seeking out David even just for a conversation. He's extremely genuine and will do anything he can to make sure your stay is of the highest quality.

Date of stay: December 2021
    • Location
    • Sleep Quality
    • Service
Thank samdE3901PR
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sunny Finnell, General Manager at Residence Inn Toronto Markham, responded to this reviewResponded 18 December 2021

Dear samdE3901PR,

It's great to hear of your pleasant experience overall and appreciation of our staff at Residence Inn Toronto Markham. I'm glad our accommodations were spacious and met your travel needs. Thank you especially for recognizing David and his overwhelming commitment to customer service. We appreciate you choosing to stay with us and we hope to see you again soon.

Best,
Anita Shu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 November 2021

I accidentally dropped and shattered a cookie jar in the kitchen area of my 2-room suite at this Residence Inn. The person at the front desk was quick to send house keeping to clean up as soon as we reported it (it was past 8pm on a Wednesday night). David, the house keeping person who cam to my room, was very helpful, patient, and attentive to details in cleaning the place up. He apologized for keeping me but insisted that I stayed with him in the room so that he could walked me through the affected areas and thoroughly vacuumed and wiped the floor with wet towels to make sure that he picked up all the broken glass pieces (too many!). The level of care and warmth he showed me was something that I had never experienced from house keeping staff I dealt with in my many years of stay in different hotels. David definitely deserved a five stars in making my stay at this place a very memorable one! Thank you David.

Room tip: I stayed at the top floor and it was very quiet. No street noise at all.
Date of stay: November 2021
    • Value
    • Sleep Quality
    • Service
Thank yiw877
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sunny Finnell, General Manager at Residence Inn Toronto Markham, responded to this reviewResponded 26 November 2021

Dear yiw877,

I am glad that you had a five-star experience at our hotel and that our employees made such a lasting impression during your visit. I will pass your comments along to the entire staff to remind them that every one of us has the chance to help make someone's day brighter. Thank you for staying with us.

Best,
Anita Shu
General Manager

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Reviewed 10 November 2021

Doing my 14 days quarantines there, staffs are all very nice and helpful, especially David. There was some smells in the room at first, and David helped me to change to another room. Thank you so much David!

Date of stay: November 2021
    • Location
    • Sleep Quality
    • Service
Thank 278emmaz
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sunny Finnell, General Manager at Residence Inn Toronto Markham, responded to this reviewResponded 11 November 2021

Dear 278emmaz,

I am glad that you had a five-star experience at our hotel and that David made such a lasting impression during your visit. I will pass your comments along to the entire staff to remind them that everyone of us has the chance to help make someone's day brighter. Thank you for staying with us.

Best,
Anita Shu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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