TownePlace Suites College Station

As a long-time Marriott Bonvoy member since 2011, and a Platinum Elite for several years, I’ve come to rely on the consistency and professionalism of Marriott properties when traveling—both for work and leisure. Unfortunately, my recent experience at this Towneplace Suites, College Station location was deeply disappointing and fell far below what I expect from the Marriott brand. I sometimes travel with my small Yorkie for short business trips and always choose pet-friendly hotels. I did the same for a one-night stay here, booking through the CWT app, which showed the hotel as pet-friendly but did not display any associated pet fee under amenities or during the booking process. What followed was baffling and uncomfortable: an employee took off her name badge, followed a visibly pregnant guest (myself) to my room, and after I left the hotel, I was charged a $100 pet fee that was never disclosed beforehand—not at check-in, not on the receipt I received, and not listed in my reservation details on the app. It cost less for me to stay in the room than the surprise fee I was later billed. When I called to speak with the general manager, Lynn Barnett, I was told there was “nothing she could do.” I want to be clear—I don’t take issue with the existence of a pet fee if it’s disclosed upfront. But the lack of transparency, paired with unprofessional and frankly intimidating behavior, is unacceptable. Why would an employee remove her name badge and follow me to my room? Why send me an updated bill after I’ve checked out? I returned the next day to speak with the manager in person, hoping for some clarity. Instead, I was met with condescension and blatant disrespect. Ms. Barnett dismissively asked, “What do you want me to do, I’m tired of arguing with you.” I calmly informed her that we weren’t arguing, simply discussing a concern. She then allowed multiple employees to yell at me—in front of other customers—turning an already disappointing situation into a public and humiliating one. I showed her that the pet fee was never disclosed on my reservation nor within the marriott app, and explained that I’ve never been charged at other pet-friendly Marriott locations. Her response? No apology, no accountability, and no attempt to resolve the issue. Beyond this incident, the hotel itself does not meet Marriott standards: The property is outdated and more in line with a budget chain. The room was extremely basic. Breakfast was extremely limited. Staff appeared untrained and unprofessional. Elite Bonvoy members, do not expect your loyalty to be acknowledged or respected here. The $100/day pet fee (per pet) feels more like a deterrent than a policy, a slap in the face to those of us who travel with our pets as family. This location may list itself as pet-friendly, but its actions tell a very different story. Needless to say, I will not return to this location and would strongly caution others—especially fellow Bonvoy members and pet owners—to look elsew

Old property not up to Marriott standards. Room was very basic on a level of a much cheaper hotel. Breakfast was very limited. Staff and management poorly trained. Bonvoy Elite members should temper any expectations of loyalty display. Will not return.

Very nice exterior, but that is really about it. It is a basic hotel with no issues, it is not pleasant to the eyes. My shower drain was clogged. It is an ok stay but consider other options. Room quality: 2/5 - Dated. But it was clean. Facilities: 3/5 - A bit dated. Has a gym and Wi-Fi. Bathroom standards: 3/5 - Shower was clogged. Service: 5/5 - The interaction I did have were pleasant. Safety and security: 5/5 - No issues. Location: 5/5 - Along a lot of eateries and the highway.

Upon arrival, we noticed the hotel was undergoing a remodel. No big deal at first. Check in was easy. However, the room we were given was apparently just finished in the remodel process. The room next door had a remodel crew in it, and we had to dodge equipment in the hallway to get to our door. The door wouldn’t open, and the remodel crew had to pry off an improperly installed rubber seal in order for us to just open the door. We were greeted by the overwhelming smell of fresh paint, so we opened a couple of windows. We had a couple of water bottles we wanted to chill, so I went to put them in the fridge, only to discover that the fridge wasn’t even plugged into the wall. We took care of that for you, TownePlace. We decided to relax a bit before heading out to dinner, and while we were relaxing, a woman from the remodel crew used her master key and walked right into our room without knocking! That was the last straw for us. We spoke to the front desk, and they gave us a $100 credit and moved us to a room in a different building. This building had no construction going on. Now, what sense does it make to put guests in rooms directly in the middle of construction when you have open rooms in a different building with no construction around? I’m giving two stars simply because they did give us money back and moved us to a different room, otherwise this would be a one star review. Breakfast was blah, and the shower water pressure was horrible. We will never stay at this hotel again.

I believe Marriott is a reputable company, but was shocked my what this location did to me and they refuse to make it right. I stayed at this location September 22-24 to attend a college football game. I booked the reservation in June and, since it was a major event weekend, was required to pre-pay the entire amount of $465.15 at the time of booking to secure the reservation. After my stay, this location charged my card an additional $511.63. I contacted them with what I thought to be an obvious error, however they refuse to issue a refund. They claim the Marriott website was incorrect and when I paid the $465 in June that was just for the first night with the second night being an additional $512. I recommend you NOT stay at this location if pre-payment is required at the time of booking.

We were staying at this hotel for a "stay to play" softball tournament. The issue began with us modifying our stay by leaving one day early. The website indicates that this is possible but may incur a rate change. When we checked out Sunday morning, Roxie at the front desk informed us that she would leave us checked in until Monday. I argued with her that I wanted to be checked out Sunday. I again called her while on the road Sunday morning to ensure that she would check us out of our room Sunday morning as we were not going to stay Sunday night. She told me she would check me out of the room Sunday but did not check us out until Monday morning. We were charged for Sunday night regardless. I contacted Kathleen Wheeler, the general manager, the following day to tell her I was upset for being charged for something we didn't use. She told me we were not allowed to change our reservation because of the prepay option. I argued that her website clearly states that we can MODIFY the length of stay. She told me if I could show her a picture of the website that states we could modify our stay, she would work with me. I sent her the picture of the hotel website page indicating that modifying the length of stay was possible but could result in a rate change. I told her that I understood we could not cancel our stay, which we did not do, nor could we entirely change our stay from one month to the next, but the website clearly indicates a modification of length of stay was possible. Her final communication with me left me thoroughly angry as she completely went back on her word. She refused to issue us a refund for one night's stay and she offered no compensation to any degree even with the proof of the hotel site stating a modification could be made. She blamed all of this on "The Owners". Well, "Owners", your hotel is dishonest and does not have the customer's best interest in mind. I do not recommend anyone stay here. Add to all this mess, the hotel seems to be understaffed, there were hairs on our bed sheets, rooms desperately need remodeling and the pool was dirty.