TownePlace Suites by Marriott Las Vegas Henderson

I have been staying at the Marriott Towneplace Suites Henderson (Nevada) hotel (and their sister property, Marriott Springhill Suites) every month for 18 months. I calculate that I have spent over $15K since June of 2023. I have usually enjoyed a pleasant stay with a few bumps in the road. These include occasional noisy neighbors, dog feces on the sidewalk, unflushed toilets in public restrooms, smoky hallways (non-smoking hotel), breakfast dining room tables not cleared and cleaned, and unattended front desk. However, this last stay was truly MY LAST! Although I still have the need to come every month indefinitely, I will no longer give this property my business. This is what occurred this past Thanksgiving week: I booked a 2-bedroom suite a month in advance. - requesting the 4th floor (the topmost) only to learn, upon arrival, that the 4th floor was unavailable. Even though this property’s management is well aware of my preference for quiet, a large family was assigned the room right above me. As soon I entered the 3rd floor room, I could tell that the family above consisted of small children and they were already running back and forth over my head. Feeling that this noise would abate come sleep time, I kept a positive attitude that all would be well. However, the noise did not abate throughout the evening. Even though my sleep was interrupted throughout the night, I made no complaints. The last night of my stay was intolerable. At 10:30PM, after the running back and forth, slamming of doors and dropping items on their floor, I had to make a call to the front desk. I was told that they would take care of it. At 11:30PM, after the noise continued, I made another call to the front desk. A different receptionist answered the call and assured me that they would take care of it. At 1:58AM, a loud thud over my head woke me with a start. I made a 3rd call to the front desk. I left very early with little to no sleep, vowing to never return. Then the other shoe dropped. I received an email from the property informing me that I was being charged an extra $150 for a “pet fee”. They included 2 photos of a different room as proof. I assure you that I don’t even own a dog! When I called the property to let them know that this was charged to the wrong room, I was told by Natalie that it was not in error as she had sent “proof”. I assured her that I don’t own a dog, and the pictures were not from my room. I asked if it was retaliation for my noise complaints. She then said that they had no record of my numerous calls! She also said that she had no authority to reverse the charge. As I was very friendly with another clerk, Lamar, I called back the next day to discuss it with him. He validated that I never bring a dog but that his General Manager, Lindsey, would have to reverse the charge. She would contact me to discuss. By the way, neither Natalie nor Lamar apologized for any confusion. After waiting for Lindsey’s call for a full day, I called Marriott Bonvoy Customer Care. At least THEY apologized! They opened a case and said that they would contact Lindsey directly to have her call me. After waiting a week with no call from Lindsey, I then contacted Marriott Bonvoy Elite Customer Care. They put me on hold and contacted Lamar at the property – who confirmed that I never bring a dog. They sent Lindsey a brief email, requesting a refund. FYI – I was told by Marriott Bonvoy that, although their name is on the property, it is a franchise and they don’t have access to credit me directly. It has to go through Lindsey. It has been more than one month to date, and I have never heard from Lindsey. I have disputed the charge through my credit card company. I have never received such poor customer service and the lack of response from so-called “management”. BTW, I did some research on Lindsey Simpson Nelson. She has a BA from UNLV in Hospitality Management and has been in this industry for more than a dozen years. “Customer needs may vary, but their bias for quality never does.” JW Marriott

We make an annual pre-Thanksgiving pilgrimage to Henderson each year too spend a week with family there. For the past several years we have stayed at the Residence Inn in Henderson but this year we would up here at the TownPlace Suites due to mix-up in planning. Like any hotel, TownPlace has it’s pros and cons. 

 I will begin with the “pros” :

1) The staff here is super friendly and accommodating. Everyone we dealt with during our stay was pleasant, professional and helpful. A special shout-out to Brenden at the front desk who was particularly helpful and to the young lady who worked the breakfast buffet during the week as she was constantly busy preparing the food, replenishing the serving platform and cleaning tables after guests left. Please consider handing her at least a small gratuity for her hard work as she works as hard as any server. Kudos to management for doing an excellent job in hiring. 

2) The location: Conveniently located to friends and family you might be visiting in Henderson and also to Henderson’s many shops and restaurants. The hotel is also about 30 minuets in light traffic from Las Vegas’s center strip. 3) Free parking. Many Marriott properties now charge for parking but parking in the TownPlace lot - shared with the adjacent Spring Hill Suites Hotel - remains free. 4) Though certainly nothing to write home about - the breakfast “buffet” is free - typical Marriott limited service fare. 5) The bed and pillows were comfortable. 6) Lots of closet and drawer space. 

7) A nice work station in the living room as seen in attached photos.

 The “cons”:
 1) Upon checking in, were were informed that there was an issue with the water - that the boiler had been recently replaced and serviced and that someone would need to enter our room once a day to check the water to make certain it was working properly. Not sure why this was necessary and guests could not just self-report any issues. As it turned out, we had issues with the water each day. By the time the second of us got to shaving and showering, the hot water was no longer hot but was just luke warm. We informed the desk. It would have been nice if we had been given some accommodation on what we paid for our stay due to the inconvenience. We were assigned a “suite” that consisted of a living room, separate bedroom and a small kitchen area. The suite itself was much smaller than what we were accustomed to at the Residence Inn where we usually stay. 

 2) The room was very dated and in need of renovation. The pull-out sofa bed and arm chair in the living room area were both very faded, frayed at the edges, and the wood arms were scratched. 3) The bathroom is outside the bedroom which we found inconvenient.

 4) There is only one mirror and it is in the bathroom. There needs to be at least one more mirror - preferably in the bedroom.

 5) There is only a single double hook on the back of the bathroom door. If they wish for guests to reuse towels, there should be more hooks in the bathroom to hang towels to dry. 6) This is a “limited service” property in which there is no daily housekeeping. There is what they call “room refresh” every other day in which someone comes to the room to empty the trash and replace the towels - that’s it. No changing linens, no making the bed, no replacing empty toilet paper. We were there for five days and only had this “room refresh” once. By the time we left, the trash cans were overflowing. We replaced our own towels and got additional toilet paper as needed from the front desk staff who were very accommodating. 

We found an old potato behind one of the pots in the kitchen cabinet which was a little disgusting. It indicated that when they DO do a full room turnover, they obviously don’t bother to check all the shelves in the kitchen cabinets. 

 Bottom line: property has a great staff, rooms need upgrading, housekeeping could be better.

Checked in yesterday for few nights stay with my girlfriend for her family reunion in Henderson before she fly to U. K for her business meeting , we choose the Towne Place is the location also I am a long time Gold Marriott member , lot of great member deal , like late check out and room upgrade very modern and clean place breakfast included , ( No restaurant or coffee shop in site ) friendly staff and smooth check in and surprised the whole place so quite , happy with our bedroom Suite very cozy spacious clean , special the living room area very comfy bedding , bathroom with shower and tub not a hair can find ! good budget place to stay lot of coffee shop and variety of restaurants in walking distance ! for us it is perfect for two night to see the family !

Room is dated, and getting old, the breakfast could be much better little options . The rooms are large and its handy to have a full size fridge and a stove and microwave. The parking is 15 USD per night, which i find crazy since this place is in the middle of nowhere