Residence Inn Upper Marlboro Joint Base Andrews
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Fast facts
Check in from | 15:00 |
|---|---|
Check out by | 12:00 |
Breakfast | Breakfast available. |
Pets | Pets are allowed by request. contact hotel for more information. |
Children | Children are welcome at this hotel. |
Amenities
More about Residence Inn Upper Marlboro Joint Base Andrews
Residence Inn Upper Marlboro Joint Base Andrews
Situated within 6.2 km of Addison Road-Seat Pleasant and 16 km of Supreme Court, Residence Inn Upper Marlboro Joint Base Andrews offers rooms in Capitol Heights. This 3-star hotel offers free WiFi.
Ratings and reviews
Traveller reviews
Comment: 27 Feb 2025
Stayed in: Jan 2025
Comment: 19 Jan 2025
Stayed in: Jan 2025
Convenient location, surrounded by stores and eateries but wouldn’t recommend
Comment: 11 Jan 2025
Stayed in: Jan 2025
Beware of Inconsistent Policies and Poor Communication at This Hotel
This is a lengthy response to the service received regarding a hotel stay refund.
I am writing to express my disappointment with the service I received during my recent stay at the Residence Inn, 1700 Ritchie Station Court, Capitol Heights, MD. I checked into my room on Thursday, January 9, 2025, with an expected checkout date of Sunday, January 12, 2025.
Upon check-in, I inquired if I could pay my bill in cash, and the front desk clerk confirmed that I could. She also mentioned that paying in cash would result in a discount since credit card fees would not apply. I want to note that I did not book this room online or through a travel agent—I walked in and requested a room. At no point during this transaction was I informed of a 48-hour cancellation policy or directed to review it on your website.
On Friday, January 10, 2025, due to unforeseen circumstances, I called the front desk from my room and spoke with Ms. Sandra to inform her that I needed to check out early the following morning. I asked if a refund could be issued for the unused night, and Ms. Sandra assured me it would be possible. However, when I mentioned that I had paid in cash, her response changed. She claimed it was impossible to pay with cash upon check-in, as the policy at your hotel is to accept cash only at checkout.
My husband went to the front desk to provide proof of the cash payment. Ms. Sandra then stated she did not have enough cash in her drawer and would need to consult with the manager, Ms. Falana Martin, who would investigate and make a decision regarding the refund the following morning. When I asked about the criteria Ms. Martin would use to make this decision, Ms. Sandra was unable to provide an answer.
The next morning, January 11, 2025, at approximately 7:15 AM, my husband and I spoke with Ms. Brie at the front desk. She informed us of the 48-hour cancellation policy—information we had never been given before. Ms. Brie also stated that Ms. Sandra had made an error in suggesting we could receive a refund, claiming Ms. Sandra was “being nice” but was ultimately mistaken. She added that Ms. Sandra and the clerk who checked us in would both be written up and receive additional training.
When I explained that the first clerk mentioned a cash payment discount, Ms. Brie initially said she did not have access to the system to verify this. However, moments later, she attempted to explain the discount given at check-in, contradicting her earlier statement. This inconsistency added to my frustration.
Ultimately, Ms. Martin decided not to issue a refund for the unused night, but no one informed us of this decision. We only learned of it because we spoke with Ms. Brie during checkout. Neither Ms. Martin nor any staff member contacted our room, left a note, or sent an email to communicate the outcome.
The lack of communication and consistency from your staff throughout this process is deeply concerning. While I appreciate the initial courtesy of the front desk clerk and Ms. Sandra’s apologetic demeanor, the experience was marred by miscommunication and a lack of professionalism.
I firmly believe that if I had paid with a credit card, the refund for the unused night would have been issued without issue. Guests should not be penalized for using cash as a payment method, especially when they have been assured of certain terms.
I am sharing this detailed account because I believe guests deserve transparency and better service. I hope you take this feedback seriously and address the issues in staff training, communication, and the handling of cash transactions to prevent similar situations in the future.
Hotel response
Comment: 12 February
Thank You for your review of your most recent stay with us. We appreciate your feedback and for bringing your concerns to our attention. We regret to hear that you were disappointed with the value of our service. We aim to provide all of our guests with a high-quality experience, and we hope to see you again in the near future.
Comment: 7 Jan 2025
Stayed in: Jan 2025
Comment: 17 Dec 2024
Stayed in: Nov 2024
Excellent location
1700 Ritchie Station Court, Fernwood Mobile Home Park, 20743, United States|0.40 km from Navy Federal Credit Union
10 things to dowithin 2.28 km
Check in and check out
Check in from:
15:00
Check out before:
12:00
Good to know
Children are welcome at this hotel.
Pets are allowed by request. contact hotel for more information.
Breakfast available.
Breakfast options
English breakfast.
Breakfast price
Please contact hotel for price information.
Guests are required to show a photo identification and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
Guests must provide own credit card which matches name of reservation when checking in. The hotel will pre-authorize your card and the pre-authorization will be released if there are no extra charges or damage to the room when checking out. Some hotels and room types have special policies, please check with the hotel for more information.-
