Soo after traveling for 9 hours and texting with the hotel we were lead to believe our 1pm check in was approved. We get to the front desk at 1:30pm and my husband was told without the clerk even checking our reservation, that we were not allowed to check in until 3pm. When we mentioned that we had been texting with the hotel and we not told there was an issue. She promptly argued that they don't have phone numbers so they couldn't call us. Weird cause our reservations always have our phone number. We then though irritated with her snarky attitude, asked if we could do some laundry while we waited. BTW I had prechecked in too. She said no, that we aren't check in. She didn't even check the reservation. After this exchange I asked her what was going on with her attitude, she said she was matching my attitude and she then called me a bitch. I was appalled. My husband got upset and also that told her he was a platinum lifetime elite . And we have been marriott guests for over 30 years.She responded snarkly good for you. As my husband was upset she then told us to get out. We have traveled the world and in this country with many marriott products and never have we ever experienced this level of unprofessionalism and lack of helpful and creative problem solving. Anyone else would has been willing to even offer things for us to do to make the wait more pleasant. The desk clerk, added stress, is not suited for dealing with the public and we have notified corporate as well. What a disappointment for our very first experience in Ventura California, a brand new residence inn.

We booked a room weeks ago, and were told by special confirmation email that we could check in at 3pm Saturday. At 4 pm the room still wasn’t ready and we had an event in Ojai to get to by 5. At 4:20 we grew impatient and the agent behind the counter responded by suddenly finding a room for us. Room 120. I asked SPECIFICALLY if there wasn’t something upstairs that would be more quiet. She said this was really a great quiet room. We thanked her and pleasantly and happily went to our room to drop bags, rinse off and drive to Ojai. When we got back around 9:30 pm and tried to go to sleep we noticed a loud thrumming from the air conditioner as well as another intermittent loud similar vibrating humming sound coming from the wall or outside the window. We tried to sleep until 3am, when my husband called the front desk to see if we could be moved the person at the desk told us that management had been trying to figure out what the problem was with that room— that they had gotten a ton of complaints about the issue. They were sorry they had no other rooms for us and that the hotel was totally sold out so we were stuck. At 3:30 AM I went to the front desk and tried to talk to the woman face-to-face. She wouldn’t look me in the eye. She told me that she’s the one always getting everybody’s anger because she’s there in the middle of the night and that this has been an issue with the room we were in and the two above it and then one on another corner of the building. She told me the name of the woman who checked us in was Megan. Megan had told us it was a quiet room when it was the exact opposite and that the room had a known issue. We feel she did this because we were impatient after waiting until about 4:30 that was supposed to be ready by 3 pm Saturday. I did not get to shower or change for our Ojai event. Since all the hotels in the area were booked, at 4am we decided to drive the 350 miles home rather than be kept up all night only to still have to drive home exhausted. When I told her I would contest the charge of $387 (one lousy night) because they did not deliver a functioning room to us, she became more evasive and more defensive and told me I was on video and that there was something wrong with US. It deteriorated from there and my sleep deprived and angry husband snapped that she should probably look for another job. When we tried to call back to speak to the manager, she yelled at us and told us we were banned from coming back. The hotel will not pick up when we call. I’ve never experienced such horrible treatment or experienced a worse level of customer service. THIS HOTEL SHOULD BE AVOIDED. Beware.

I recently stayed at the brand-new Residence Inn Ventura Beach and really enjoyed my stay. The suites are large in size and come with a full kitchen including a fridge, plates, utensils etc. I also really enjoyed the complimentary hot breakfast. The waffles and bacon were my favorite and helped my budget, saving me money during my trip. I plan on staying here again, the next time I am visiting the area.

Just opened the day we arrived. The reception was great, the rooms were perfect for myself and my husband, the beds very comfortable, and the breakfast was outstanding. Friendly staff. Everyone was smiling and eager to meet our needs.