Residence Inn By Marriott Merrillville

My kids couldn’t get an the pool

Desiree and other staff we encountered were excellent. The computer system was down and they were unable to check people in. They also lost their manager suddenly and were all working very hard to make sure all customers were cared for despite the major challenges. They were able to coordinate with other hotels in the area to accommodate guests they were unable to check in and they offered my very hungry and tired children a drink and snack during our wait. They ended up being able to get us into our originally booked room and they provided enough towels and blankets for us to all get showered and comfortable after a very long day of traveling and hiking. We were disappointed the pool and hot tub were not open since that was a big reason we booked this property for the kids, but the staff and room made this a pleasant stay despite that. I would definitely stay in this hotel again and this experience gave me confidence that Marriott is committed to making things right.

I was astonished by their lack of customer service skills. This was my first time at a Marriott and it will be my last. I booked and paid for a room and they gave it to another guest that wanted to stay another night because “he was a platinum member”. I was lucky to find a Hilton a few towns over to stay in last minute. The manager Denise actually left right after giving my room away and told the new girl, she had only been there four days, to take care of it basically. She obviously had no idea what to do because she had just started her very first ever hotel job 3 days prior. Complete lack of training, she was however very polite and also admitted this was a terrible error. Horrible inconvenience. When I called back for a refund when the manager, Denise, returned the following day, she was angry I did not stay in a downgraded room ( that would not have accommodated enough room for myself and children. She did not want to provide a refund and was VERY rude. I will never recommend a Marriott hotel. Especially this specific one. If you can, just stay away from Marriott all together.

There seemed to be one staff on duty when I checked as I waited at the front desk for quite a while. There was no toilet paper in the lobby bathrooms or towels at the pool, though it was prime time hours on a Saturday. The chemicals were so strong in the pool/hot tub my children had upper respiratory issues and we couldn't even use them. I knew better to complain because there was no one at the desk to tell. We got up the next morning without eating breakfast and checked out. Definitely not worth the price.

Our family needed to find a hotel for a week long stay, and didn't know much about the hotels in the area. To say we were pleasantly surprised with this hotel was an understatement - it was fabulous! The room was big and comfortable and in very nice condition. The breakfasts each morning were delicious for both adults and children. We loved the basketball court and nice sitting area outside. The staff were courteous and helpful and always greeted us with a smile and kind words. We will definitely stay here again when we come back, it was perfect!!

Convenient and the two bedroom suite was spacious for our family of five. Kitchen was also very handy for the baby.