“I've been staying at Marriott properties for almost 15 years and I don't recall ever making a complaint but I had to communicate our recent experience at the Residence Inn In Concord NH (91 Hall St.). After reaching out to Marriott customer service about this complaint they initially said they would investigate and get back to me in 3-5 days. Now 2 months later, no one has followed up. Very poor customer service. --- We first were put into a room that someone had smoked in and smelled terrible, we were told there were no other rooms left but they did find us another comparable room. A few other things happened that normally wouldn't be a big deal but they kept adding up. There was no toilet paper in the only bathroom on the 1st floor for almost 2 days. The bedding for the pullout couch our kids were sleeping on didn't have the right sheets. There were no towels in the pool anytime we went so we had to use other towels which meant we always had to ask for more bath towels from the desk. But the biggest issue was the cleanliness of the room. What I have come to expect and appreciate is getting room cleaning services daily. Our room was never cleaned. I called down after returning from being out all day on day 2 and the room wasn't cleaned and it was too late (4pm) to get cleaned. They said it was on the list for the following day. After 2 kids, 2 adults and a 70 pound dog have been in a room, it needs to be cleaned. The following day it wasn't cleaned either and again I spoke to the front desk after returning to the room and they said it was on the list but didn't get done. After I pushed for a resolution I asked for them to call me in the room if someone was available but I said we were about to have dinner so it would have to be a little later. After 5 minutes the cleaning person knocks on the door and I had to turn her away because we were eating dinner as a family in the room. Why would we want a stranger in our small area while we are trying to eat? What happened to the call to the room I asked for? I was very disappointed on how we were treated and how they lazily tried to fix the issue, which in the end they did not. To add to that there were pink mold stains in the shower that we had to bathe our kids in everyday. Needless to say we were disappointed with the stay and I have a bad taste in my mouth from staying at a Marriott property with my family.”

“UNSANITARY HOUSEKEEPING & POOR BREAKFAST QUALITY. I am really disappointed for $244/ night and we stay 3 weeks at a time. House keeping is horrible. Pet hair everywhere even after cleaning. Literally everywhere, sofa/sofa bed, chair, kitchen carpet/baseboards, headboard, bathroom, etc. We were told each room is clean thoroughly and sanitized after a pet stay. SIMPLY NOT TRUE. Food quality is poor, no signs of getting better either. In September we stayed for 3 weeks, the food was terrible but they had individual oatmeal, cereal and milk you can take along if you didn’t have time to eat, when we returned in Nov it was gone, replaced by dispensers for milk and cereal, etc. Eat there or don’t eat at all. Not sure how they have 4.5 stars?!?”