Residence Inn by Marriott Indianapolis Keystone

I wish I could've taken this room with me on every trip. Affordable priced Great lake view Great size with a kitchen Wonderful

I had requested a mobile key and never received it. Therefore I was unable to do a remote check in which is supposed to be one of the perks of being a member. When I first tried to watch TV it didn't work, when I spoke to someone about it they said they would send someone to look at it the next day. That being said I had to go find someone to help me with it that night. Finally after some persistence it was fixed. The rooms were great, clean and comfortable for a family of four. It was quite and the night went smooth than at 9am a housekeeper opened up the door and scared my son. Mind you check out was not until 11am.

My stay at your hotel was not great. Initially I had great service with Cynthia who helped me prepare both my rooms to ensure I received the member rate on Marriotts website upon booking. However, when I checked in on the evening of December 23rd, I wasn’t asked what card I wanted to use for incidentals and the wrong card was used. We weren’t given hotel information on the room cleaning schedule, or the breakfast schedule, in the fact the woman checking us in wasn’t friendly at all. When I got to my room, room 501, it was clearly a while since someone had stayed there as the room as dusty, the dishes were in the dishwasher and there were dead flies (see pictures) in the room. I literally wiped down counters and the toilet myself with Clorox wipes I bought myself for rudimentary cleanliness. Another disturbing thing that concerned me was there was some sort or paper covering the fire alarm above my bed (see picture). I assumed this would be taken care of the next day when cleaned, but was surprise when my room wasn’t cleaned the next day. A call to the front desk informed me rooms were cleaned every other day from check-in, which meant I was due to have my room cleaned on December 25th. Going down for breakfast the day I noticed the hallway floor was dirty, covered in food crumbs and trash on the floor and the elevator floors and walls were dirty and grimy. This was the case every day I was there. Not once was the carpet vacuumed or the elevators wiped downed or mopped as I saw the exact same pieces of trash or stains every day in the same spots. This Residence Inn has to be the dirtiest hotel I’ve ever stayed in, in my life. On December 25th, a maid arrived while I was changing, so I requested she come back in 2 hours. I left at 930am. Upon my return at 1145pm, my room had yet to be cleaned. At this point, I had hit my limit and went down to the desk to speak to the person on duty to voice my displeasure and insisting come to my room and clean Friday the 26th. On Friday, when I came up from breakfast the maid and another worker were sitting at my breakfast bar chatting, not cleaning my room. They parted way once I appeared and the made only started cleaning after she asked me if I wanted her to clean, of course I said yes. Two hours later I came back and she had done very little. No counters had been cleaned, dead flies were still there, dishes in the sink and dishwasher. The only thing she did was make my bed and give me towels. I had somewhere I needed to be and did not have the opportunity to speak to the person on duty until later that afternoon. The woman on duty was unbothered my complaint, didn’t seem to understand what I was requesting of maid service so I had to ask what was the standard of clean? She provided a very patronizing response. At this point I asked for the manager, apparently there is never one on site. I was able to find your card and others on the counter. I spoke to someone else later where I provided a list of things I wanted to clean in the room. It wasn’t until the day before I left was the room actually cleaned. I regularly stay in Residence Inn when I travel for the comfort of a kitchen, and a living space to have people over and desk to work. This was a horrible experience and unfortunately one I had to endure during the holidays while visiting family. My sisters partner is a fire marshal who told me it’s illegal for the Residence Inn to rent rooms that cover the fire alarm in the room. I will be reporting that to local authorities. As my safety was put in jeopardy during my stay.