Residence Inn Fulton at Maple Lawn

This Residence Inn surpassed all of my expectations. The property is well located and SPOTLESS (kudos to the maintenance team). Check in was seamless and every team member I encountered was professional and happy. The included breakfast is top-notch with a huge selection of items and the rooms are outfitted perfectly. I can’t say enough positive things about the hotel and the team. 10 out of 10.

I decided to stay at this location during my travels because I had a spa service near by, I wish I'd chosen another Marriott hotel. At the time that I checked in, there was a problem with their system whereas I was double authorized on both the card that I had on file in addition to the card that I provided to them despite of me being told that I would only be charged a $20 incidental hold on the card that I provided. There was a total of $100 placed on hold on a stay that I paid with points. I headed to my room, pulled back the sheets and there was someone else's hair on the sheet, I notified the maid that was on that particular floor and she asked to view what I was referring to which I did, she blamed it on the laundry, pulled another set of sheets that was stained, then finally came across a clean pair of sheets to apply to the bed. In the morning when I went to take a shower, there were hairs in the shower as well. I brought this to the General Manager's attention, Chuck Chandler, and instead of Chuck apologizing for the incident, he was defensive and unprofessional mentioning that there was nothing wrong with the room because he inspected it earlier prior to my check in. I asked to speak with his District Manager, Mike Henningsen, who I connected with and shared with him the experience. However, Mike was not much help because instead of him making a decision to solve the issue (I simply asked for my points back due to the poor experience) he refers it back to Chuck who offers a free night’s stay. Why would I want to repeat the same poor experience once again at this hotel? The offer was unsatisfactory to me. I then asked to speak with the owner, whereas I was told that he was too busy and probably won’t return my call or communicate through email. (News flash, you are in business because of your customers. Not making time to return a phone call or shoot an email is blatantly stating that you really don’t care about your customer base) In conclusion, I would not recommend this location. The owner as well as the management team all need customer service training. Other reviews have shared the same issue, there is a lack of customer service at this location. Stay at another hotel. There are plenty of better options in the surround area.

Not the Marriott that has been the staple of my travels. I requested an email receipt upon checkout. 24 hours later I still didn't have receipt and had to call for it. Apparently they lost my email and Bonvoy member number. Note I just stayed at this facility 3 months prior. When I asked if they could associate my member number with the stay (again) I was told I needed to go online and do this myself. As a lifetime gold elite, I expect better than this. Additionally, maid service appears to be a thing of the past. Get used to walking down the hall filled with trash outside the room doors. I have walked down cleaner alley ways. I will only use this facility as a backup to another hotel chain.