TownePlace Suites New Philadelphia - New Philadelphia, Ohio

Rachael D.

As a long time Hilton member, whose standards have dropped, this was an immaculate hotel. So clean. Everything done so thoughtfully. You have to experience the closet. Marriott partnered with the container store and the results were amazing. You want a 5 star experience on a budget, this is the place. Needless to say I’m now a Marriott Bonvoy member. If you are ever near a TownePlace Suites by Marriott, trust what I say and stop in. My husband and I travel a lot and it’s hard to feel impressed by a hotel but this one, perfect. One more thing. The bed was the most comfortable hotel bed I’ve ever laid in! Explore, Roam and enjoy life!! ✌️

Christen R. -. R.

My stay started out a little rough but turned out to be a positive experience. I arrived a little after midnight and the door was locked. No one was at the desk, so I called from the phone in the vestibule. After a couple minutes, the front desk person arrived. After getting checked in, I went to my room to discover that it hadn't been fully cleaned. It looked as though housekeeping had been interrupted or something. I tried calling the front desk from my room but there was no answer so I collected all of my things and went back down. She got me switched to another room and apologized. Thankfully, my second room was clean, however the thermostat was turned off and it was a chilly 57 degrees. Considering it was close to 1 am at this point, I opted to keep the room and bundle up until it warmed up. The bed was comfy, and breakfast was fantastic. All of the staff were very friendly. I received a call as I was heading out from one of the managers apologizing and offering a discount as a way to make up for the problems I experienced. I would feel comfortable giving them another shot.

Paula M.

Waiting 20 minutes to check-in while agent is on phone call….. unprofessional and terrible customer service!!

Amanda, your phone call to me was totally one-sided, yet I listened intently and politely (even after you said to me that you were disturbed). I was unable to respond as you never took a breath. After you terminated the call, I was reminded (by my husband) that those ten minutes you observed on your video were after I'd already been waiting several minutes (I didn't set a timer) and I actually walked away and out the door to answer a question for him (he was getting a cart for our luggage). When I returned to the lobby, Ashley was still on the phone call and yes I did smile at her. Still she did not acknowledge me until I overheard her say to the caller that she did not know the difference in a discount for AAA membership or Senior Discount. I spoke up, telling her those are the same discount. (I know that because I am both a AAA member and 71 years old and have used both discounts.) That is when she did nod her head. You proceeded to lecture me about how I had no right to take a photo of your employee without her permission--yet, I was being videotaped without my permission. Hmmmmm..... I was disrespected by your employee and now by you. Whatever happened to customer service in this country? It's so not my fault you had only one employee at 5:00pm--whether I waited 10 minutes or 30 minutes it was unacceptable. After your phone call to me we returned to the hotel and we left immediately. I hope this is a learning experience for all of us. You need more than one employee at the front desk especially at 5 PM. I will always stay elsewhere for our business in your area.

quentin M.

You need to tell people your pool is closed when they try to book a room. Sheesh.

My email from the booking company:

Hello Quentin McCance,

Thank you for your patience while our team investigated your complaint. We have reviewed your complaint regarding the cancellation policy associated with your reservation and found that our agent read the entire cancellation policy to the caller before the reservation was completed.

As a courtesy, our team has contacted our hotel partner on your behalf. However, they informed us that they are not willing to make an exception due to the cancellation policy that was provided and agreed upon by you at the time of booking. As a result, a refund was not granted.

Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.

It was a pleasure assisting you with your request.

Regards,
Kim
ReservationCounter.com

1-844-200-7601

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Read me the cancellation policy? It was very hard to understand the woman on the phone. English was obviously not her first language.  Possibly not her second.  I even told her I wanted to use a gift card for our stay at the end of our conversation.  It was hard to hear her response.  I thought she said we could.

Nice doing business (being robbed) by you. I'll make sure to tell everyone I know (not) to book a hotel reservation with your company. And also to avoid

Towneplace Suites by Marriott New Philadelphia

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Shontavia C.

I want to say my family and I will be returning! The rooms was CLEAN & STOCKED, the staff was FRIENDLY & HELPFUL, breakfast was DELICIOUS, pool area was WARM as well as clean, and I want to mention KID FRIENDLY especially due to no issue with my 8 month old walking in her walker downstairs for motor time (SN: She's also NOT a loud baby with noise). The drive was WORTH IT & WILL RETURN! Thanks for a great experience TOWNEPLACE SUITES!

Tre M.

I stayed at the TownePlace Suites in New Philadelphia for 18 weeks while working on a big project nearby, and I couldn’t have asked for a better experience. General Manager Amanda always made sure that both my coworkers and I were well taken care of during our stays. The firepit and grill were fantastic amenities that provided a perfect way to unwind after long shifts. The rooms were consistently clean, tidy, and fresh, making every stay comfortable. I would highly recommend the TownePlace Suites in New Philadelphia to anyone looking for excellent service and great amenities!

Wayne A.

Front Desk accidentally checked me out of my room and service arrived multiple times to clean the room while I was on meetings scheduled that morning,. I called down to the front desk frustrated (but with no improper language) and the GM threatened to throw me out of the hotel for simply asking why I was getting asked to leave my room when I had not yet checked out with and excited voice. the General Manager really needs some Customer Service Training!!

Nona W.

This place is wonderful. Super clean, modern, friendly, above average breakfast. I was so impressed with this property. Rhiann (sp) and Cheyenne were especially welcoming and friendly but everyone working here was kind and helpful. Would stay here again and highly recommend.