Residence Inn Milwaukee Brookfield at Poplar Creek

I booked two rooms at this hotel for a business conference- twice the desk could not confirm the conference being held- prior and on arrival. I understood the hotel recently opened and training staff left a few weeks ago. I arrived at 2pm and was told the second room was not ready but would be soon. We are platinum but check in is at 4pm so not a big deal- did shopping and dinner. We arrived again at 7pm to a line of people and still rooms were not ready and the night auditor (she said she had not slept for a day) said the rooms do not say vacant and did not know when they would be cleaned. We were told they had one cleaner and someone from the desk went to help clean. I told them I own a hotel and they should ask the cleaning manager rather than relying on the screen how the progression was going as some guests were cancelling and trying to find lodging elsewhere. The night auditor said ‘you have one of your rooms just go in there we are doing the best we can’ we will call on the other- people including us that travelled 6 hours away and have a business meeting were concerned of a 10pm check in- the front desk management stated we could cancel here to go to another- we asked if the hotel was offering anything for the inconvenience- points, a drink at the bar, etc and they said no- they were doing all they could. I finally heard their night auditor state to another guest they had a queen room open just not the king/ so I asked to change our room to a queen as we had been waiting 3 hours and she says normally that is $30 more for the queen then our king suite we booked but would leave it at the same price - which did not make any sense to us but we then checked into it. Upon entering the room- the toilet seat was up, pillows on the bed very poorly placed and the case partially off, towels thrown on the rack and the toilet seat up. Very very disappointing with this being noted by onboarding process in the Marriott chain with staff not accustomed to hospitality and frustrated they were even onsite themselves

This was my second stay at the Residence Inn (RI). First off, the property is brand new and well designed. The rooms are comfortable and clean for the most part. The cleanliness of the dishes and silverware provided left much to be desired. Sure, I would always clean them before using regardless but the presentation of dirty items is unacceptable. On my first visit, breakfast quality and service was great. However, this past weekend, it was a complete disaster. There was absolutely no food left at around 9AM on both Saturday and Sunday, and the staff couldn’t have been any more rude. There was a complete 180 come Monday AM as food was available and staff service improved. I really would suggest that the staff also check that the guest dining are indeed staying at the RI and not friends/family staying at the attached Courtyard. I suspect this was a problem this past weekend. Since this is a new property, I know they’re still in the ramping up period and am confident that management will eventually have daily ops smoothed out.