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Christina F

I was expecting to write a raving review…

2.0 of 5 bubblesReviewed 8 Jun 2023
I really wanted to write a fantastic review and recognize an employee for exceptional service, however, it just didn’t go that way. We were attending a family funeral in NH and needed to fly in to Logan very early in the morning. Our plan was to rent a car and drive to Nashua so that we could shower and change before the 10 am funeral. I was aware that normal check in hours would not accommodate this plan, so I started making calls. First hotel wouldn’t even consider helping us out and stated that they charge $50 for an early check in but cannot guarantee us a room. So that was a no-go. So I called Courtyard Marriot and spoke to Renee. Well, Renee was very understanding of our circumstances and said yes, we will have a room for you and there is no charge for an early check in. I was booking with credit card points so she said to call her back after I made the reservation. I did as she asked and gave her my reservation number. She said that she was putting a note in my reservation and not to worry, they’ll have a room for us. Fantastic! I was so relieved to know that this hotel would accommodate us at a very stressful time. As we were driving from the airport to Nashua, I decided to call and let them know we would be arriving soon and that time was limited for us to get ready. The woman who answered the phone on the morning of June 7, 2023 at 8:30 am was less than accommodating. She was short with me and stayed “we do not have a room for you”. What?? I explained our situation and my prior conversation with Renee and she stated “I know Renee, I work with her and we cannot guarantee a room for early check in, we are completely booked up. You can check back at 12:00. The funeral was at 10, and we were left to scramble to find a place to get ready. I was distraught. I was truly hoping that your establishment would deliver us excellent customer service and that is not what we got. We still planned to stay overnight that night but wouldn’t be arriving back at the hotel until late that evening after a day of family events related to the funeral service. So I called and spoke to confirm that we have a room and that we would be arriving late. The male I spoke with at 6 pm asked, “what time?” I stated that I did lot know the specific time but will this be a problem? He paused and said maybe. What?? We have a reservation! Will you have our room available for us? He asked me to hold on. What am I waiting for, as I hear him typing in the background? He said “I started the pre check in for you and we should have a room for you.” Should?? Can you just say “yes, your room will be waiting for your arrival”?? We did not appreciate this stress placed upon us on a very emotional day. We did have a room when we arrived late at night and the room was fine. I hope that in the future, customer service becomes a focus in the travel industry again, especially n extenuating circumstances. A little kindness and reassurance goes a long way.
Date of stay: June 2023
Trip type: Travelled with family
3.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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Juliana Graham, Owner at Courtyard Nashua, responded to this review
Responded 9 Jun 2023
Dear W6143SQchristinaf,

Thank you for taking the time to let us know about your experience while staying with us.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I did want to communicate that early check in is not guaranteed. I will address this with my team to ensure that this is an isolated incident. I am truly sorry that your overall experience was not up to your standard and ours as well. I would like to speak to you directly in regard to your stay. If you could call my direct line 603-579-6057 that way, we can connect and further discuss.

I hope you give us another opportunity to stay with us again when your travels bring you back to the area.

Best Regards,
Juliana-Rose Graham
Front Office 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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Reviewed 4 June 2023

The hotel staff, at this location, are extremely kind and accommodating! Their rooms are fresh and clean with excellent air circulation. Their complimentary products are awesome! Sleeping in their beds is like Sleeping on clouds! Keep up the great work! We will be back 🫂

Date of stay: June 2023
Trip type: Travelled with family
Thank Type0Girl329
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.
Reviewed 28 November 2022 via mobile

Was my first visit to New Hampshire and the courtyard was a good choice. The location was very good. Lots of restaurants within a 2 min drive. Paige was very helpful with my request. Housekeeping is still by request but any request that you have is completed very speedy. Scorching hot jacuzzi. Nice size pool. And a nice fire pit outside that is lit in the evening to help combat that bone chilling Northeastern cold and wind. Complimentary parking also

Date of stay: November 2022
Trip type: Travelled with family
Thank cortezw311
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.
Reviewed 22 October 2022

I travel to Nashua several times a year on business and stay for 5 days plus. I usually stay at the Hampton Inn; this time the price of this hotel was almost half the Hampton Inn so I booked, and I was very pleased and happily surprised.
The location is excellent, just right off Exit 8, so super convenient to get in and out and also down the road from Amherst street and all the businesses.

There is indeed a courtyard and a fire pit which is nice. There is a bar in the main lobby but I noticed that it get busy and the crowd can be raunchy at times.

Very nice breakfast area (very bid) and they serve of course not for free, Starbucks coffee.

They do have a whole adapter for USB on wall by the bed this is true, so I am not sure what is the other reviewer talking about. They have a coffee machine in the room (which is very spacious by the way) but they don't provide water; so they except you drink or brew your coffee with Nashua Water (no thanks).

The gym is small but does the trick; the hotel is huge, so I guess they could invest in a bigger gym. Few cardio machines, few weights and one multi movements cable operated machine.

The welcoming staff was professional ( I guess friendliness is a lost art lately in the UsA); they just do their job like robots and don't put their heart in it, but who cares.

My room was quite a hike, the hotel has centrally located elevators but then it is quite spread out, so you have to walk down those hallways. The good thing is that they have side exits that you access with your room car in and out.

The parking was packed every night; probably because they have a bar and a restaurant. But there is a LOT of parking spaces, though again this becomes an issue because they are far from the entrance.

Otherwise, rooms are clean. They only service the room if asked, though i noticed that one day (night number 5) they went into my room and did some basic turn over (they did not ask me; I was under the impression that they will NOT access the room, so basically this was inappropriate).

They reached out to me few times by text message, to ask if all is good and that was a nice touch. But again, if I did not reply, why did you access my room? (maybe safety check?)

Overall, a nice hotel, clean and convenient. Tried to book it for Feb 2023 but now it became much more expensive than Hampton Inn and the neighboring extended stay. So will not be staying there unfortunately.

Date of stay: October 2022
  • Trip type: Travelled on business
    • Value
    • Cleanliness
    • Service
Thank Naim A
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.
Reviewed 17 October 2022 via mobile

One star 180.00 for hotel room NO BREAKFAST included!!! It’s extra!! No USB ports in room! I would not recommend staying here other hotels in area offer breakfast at a lower price point and have USB ports in hotel rooms coffee was additional!! Scam alert

Date of stay: October 2022
Trip type: Travelled on business
Thank AW R
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.
Juliana Graham, Guest Services / Front Office at Courtyard Nashua, responded to this reviewResponded 18 October 2022

Dear AW R,

Thank you for taking the time to review your recent stay at the Nashua Courtyard.

I did want to communicate to you that you have the option of booking your room with breakfast included. Also every room has USB ports located next to the bed. There is also a coffee maker for complimentary coffee and coffee maker in every room.

I am truly sorry that this information was not effectively communicated to you. I hope when your travels take you back to the area you give us another opportunity.

Best Regards,
Juliana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 October 2022 via mobile

Where to begin....the carpets are full of stains in the hall, paint peeling off in rooms, broken furniture, soap scum and windows don't open. I cancelled a booking elsewhere to stay here, but the pictures online are deceiving. It appears the only place they care about re apperance is the lobby and bar.

Staff were nice to talk to but not helpful. I asked for a room change and they very much did not want to, I called to ask a question and was hung up on, no goodbye or anything to end the call. This place definitely ruined my vacation. I was cranky and disgusted every time I left my room, it wasnt a good feeling. I stay with Marriotts and this has put me off of them. I just feel if I pay for a place to stay, and a hefty price at that, it should come with some form of cleanliness and service.

I am sure they will use staffing shortages for the reason for the halls to be so dirty, but companies can be hired. I wouldn't stay here again.

Room tip: See if they have a bigger room, the rooms are small and have bad air quality
Date of stay: October 2022
Trip type: Travelled as a couple
Thank AshandJay
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.
Juliana Graham, Guest Services / Front Office at Courtyard Nashua, responded to this reviewResponded 6 October 2022

Dear AshandJay,

Thank you for taking the time to review your stay at the Nashua Courtyard.

Your experience at the Nashua Courtyard was not up to your standards and ours as well. I have shared your review of the over all quality of the hotel and staff service with our leadership team to review all aspects to ensure our hotel is kept to the highest quality and to ensure elite service is always being provided.

I hope when your travels take you back to the area you give us another opportunity to provide you with a high quality stay and elite service that we are known for providing.

Best Regards,
Juliana

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