Residence Inn Fulton at Maple Lawn

This Residence Inn surpassed all of my expectations. The property is well located and SPOTLESS (kudos to the maintenance team). Check in was seamless and every team member I encountered was professional and happy. The included breakfast is top-notch with a huge selection of items and the rooms are outfitted perfectly. I can’t say enough positive things about the hotel and the team. 10 out of 10.

According Marriott Headquarters policy for Platinum Elite members, we are guaranteed 4 pm, subject to availability at resort and convention hotels. Noted: this is not a resort or convention hotel. The excuse the poor manger, Chuck Chandler gave was the property is sold out. That’s not my problem as the guest….that’s a manager problem to have his housekeeper staff stay later to clean Elite members rooms who will checkout at 4pm. Note: every guest will not check in at the 3pm check-in time. Some will check in after 5 pm which is when the one room out of 50+ will be available to accompany all the guests staying at the hotel on the sold out night. But as a manager, Chuckie refused to honor his higher Headquarters policy and deny the 4 pm checkout. Also, called Corporate office in Bethesda and spoke with Nirvana and all she did at her level was call the hotel and spoke with the front desk receptionist, Jenny instead of the General Manager. Then she came back to tell me that the hotel refuses to honor Marriott Headquarters policy and she will open up an investigation.

I decided to stay at this location during my travels because I had a spa service near by, I wish I'd chosen another Marriott hotel. At the time that I checked in, there was a problem with their system whereas I was double authorized on both the card that I had on file in addition to the card that I provided to them despite of me being told that I would only be charged a $20 incidental hold on the card that I provided. There was a total of $100 placed on hold on a stay that I paid with points. I headed to my room, pulled back the sheets and there was someone else's hair on the sheet, I notified the maid that was on that particular floor and she asked to view what I was referring to which I did, she blamed it on the laundry, pulled another set of sheets that was stained, then finally came across a clean pair of sheets to apply to the bed. In the morning when I went to take a shower, there were hairs in the shower as well. I brought this to the General Manager's attention, Chuck Chandler, and instead of Chuck apologizing for the incident, he was defensive and unprofessional mentioning that there was nothing wrong with the room because he inspected it earlier prior to my check in. I asked to speak with his District Manager, Mike Henningsen, who I connected with and shared with him the experience. However, Mike was not much help because instead of him making a decision to solve the issue (I simply asked for my points back due to the poor experience) he refers it back to Chuck who offers a free night’s stay. Why would I want to repeat the same poor experience once again at this hotel? The offer was unsatisfactory to me. I then asked to speak with the owner, whereas I was told that he was too busy and probably won’t return my call or communicate through email. (News flash, you are in business because of your customers. Not making time to return a phone call or shoot an email is blatantly stating that you really don’t care about your customer base) In conclusion, I would not recommend this location. The owner as well as the management team all need customer service training. Other reviews have shared the same issue, there is a lack of customer service at this location. Stay at another hotel. There are plenty of better options in the surround area.

Light sleepers: avoid the first floor rooms. When I checked in, I was assigned a room on the first floor, but I could still hear music faintly blasting from nearby restaurants. It wasn't loud but it would have kept me up so I asked for a different room. Luckily for me, Omar at the front desk was extremely helpful and switched me to the fourth floor, where I couldn't hear any outside noise, only the other guests staying around me. Very thankful for Omar's help; he really saved my trip. The rooms are clean suites with full fridge and kitchens. Continental breakfast with coffee (oat milk!), oatmeal, waffles, cereal, and grab-and-go options like yogurt and fruit. Public seating area is spacious. Hotel building is located in the same plaza as many restaurants (bars, sushi, juice, bubble tea, Mediterranean) and a Harris Teeter's grocery store.

Not the Marriott that has been the staple of my travels. I requested an email receipt upon checkout. 24 hours later I still didn't have receipt and had to call for it. Apparently they lost my email and Bonvoy member number. Note I just stayed at this facility 3 months prior. When I asked if they could associate my member number with the stay (again) I was told I needed to go online and do this myself. As a lifetime gold elite, I expect better than this. Additionally, maid service appears to be a thing of the past. Get used to walking down the hall filled with trash outside the room doors. I have walked down cleaner alley ways. I will only use this facility as a backup to another hotel chain.

My favorite residence inn anywhere in the country. Check in was super efficient and informative. My room, shared with my 89-year-old mother!, was pristine and well laid out. But most fabulous was the breakfast. I had oatmeal (boring cholesterol issues…), but had I had scrambled eggs, I could have chosen from a half dozen different salsas. If I had had coffee, I could’ve chosen among creamer, milk, or oat milk. On those the hotel side and the breakfast side, they’ve thought of everything, and it shows.