Residence Inn Fresno Clovis

The hotel is new and gorgeous. I would have never expected to have had a bed bug in my bed. I alerted the from desk. They sent someone up to inspect. He took pictures and said he would inspect the whole room. I checked out of the hotel and showed the picture that I took of the bed bug she apologized. I called Marriott on the 800 number while driving home. The rep was very nice, took a report, and let me know what I should do when I got home to make sure that I didn't infest my home. He also told me to call back to the hotel and speak to the GM. The person who answered the phone when I asked for the GM said she already gave you an extra 10,000 points. Like that was compensation for me sleeping with a bed bugs, and potentially having a bigger problem at home. I asked speak to the manager. I held for a very long time, then I was told that Kelone would call me back. It's 2 days later and I have not heard from anyone at the hotel. I had to buy beg bug spray. Isolate my luggage in plastic bags and spray the bed bug spray in them. The 800 rep told me to leave them sealed for at least 48 hours outdoors. He also told me to remove my clothes and put them in the bag before I go in the house. Once I am able to take my suitcase in the house I have to wash and dry everything at the highest temp. Kelone nor anyone at the hotel seemed to care about me, my fear, or my stress. I did not plan on doing a whole ritual to protect my home and property after the long drive home. I was not worth a call to say apologize for my experience. I was worth 10,000 points. That's not even a one night stay. It was a slap in the face. This is no way to treat a customer, especially one who is Marriot Bonvoy Lifetime Platinum Elite for life.

Absolutely the worse hotel I have ever stayed in the Marriott chain. Came for my daughter’s wedding and from the moment of check in, this has been a visit from hell. I was told this was a new hotel and as well decorated, it lacks attention to detail and management control from the front deck manager to the General Manager, Chelsea Upon arrival, rooms weren’t ready. No problem, went and had lunch, visited the Veteran Museum, went to Target for snacks. 4 hours later, rooms weren’t touched . Stressed needed rooms done so we could change clothes, two hours later rooms ready but one won’t lock. No one in the hotel that could repair. No other room available that was reserved and all rooms reserved were prepaid. Very little help from front desk manager until I insisted to talk to someone. She was there the whole time when things were happening and never intervened to assist to correct. This morning we wake up to find over 1600.00 pending charges from Marriott. No charges should be coming from except for the incidental hold. Not 1600.00+. Went back to the front desk and was told the manager wasn’t there but the GM Chelsea was. Asked to speak to her about the charges. One hour later, no call from Chelsea. I literally had to go find her and she was absolutely NO help. Told me I needed to dispute the charges with American Express. I told her as the GM she should be able to tell me where these charges came from. Again Everything was prepaid. This is the worse hotel. The management staff is either inexperienced or should not be in these roles, including the General Manager who chose not to help in any way. When I showed her the charges, she didn’t state she would investigate or look into it. Just threw it back in my lap I plan to reach out to the operations manager and or CEO. They took a happy time and made it miserable for my husband and me. My husband is a lifetime gold elite and when he called Marriott to complain, Delores told him there was nothing she could do. Anthony Capuano, I hope you see this. You turned Marriott around and someone , operations Manager or Director need to oversee this hotel for a period of time Housekeeping is lacking. Hair in the shower, locks broken, this could be a great hotel but not yet. I couldn’t give it a zero because I would. Appreciate Heather for doing everything in her power to help us.