RESIDENCE INN WINSTON-SALEM HANES MALL

Room was nice and clean.

Really great stay, the staff was very friendly and hotel was clean. Breakfast was great, we were there for a business event but will be our new goto hotel when we visit our family. Really appreciated the extra customer service

WOW. Where do I even begin? I stayed here for one night during the Fall Market in High Point for work. I arrived around 4:30 PM, check-in was easy, and I headed up to my room on the fourth floor with no issues using my key card. A few minutes later, I realized I’d forgotten my phone charger, so I went down to the front desk to ask where I could buy one. The woman there suggested a nearby gas station, so I left for no more than 15 minutes. When I returned, I used my key again, no issues at all, and sat in the bed , the TV was on mute before heading out to my event. Suddenly, I heard a metal noise near scratching the door. When I got up to look, I saw an "under the door" tool sliding across the floor (photo attached). I stepped on it, breaking it, and immediately asked who was outside my door. Two hotel employees, a woman and a younger man, said they were “there to clean my room.” I was stunned. I had just checked in, and the room was clearly occupied. When I asked why they hadn’t knocked, they had no explanation and claimed the “lock was broken.” and that was why they were using the "under the door tool" That’s impossible, because I had used my key twice with no problem. It was clear something wasn’t right. I called the front desk, and the General Manager came up. While he seemed to take it seriously, he quickly brushed it off and offered me beer, wine, or soda but did reassure me he would be having a conversation with those two employees. I wasn’t interested in refreshments, I wanted accountability for two employees trying to enter my room without knocking or authorization. Even more disturbing, when I left for my event 20 minutes later, the same employee was still working. The next morning, I saw him again starting his shift like nothing had happened. To make matters worse, the room wasn’t even clean to begin with, trash and a trucker hat were left under the bed. The GM later called me asking if the hat was mine and promised Marriott points for a free night, but I’ve never received them. Honestly, I should have called the police for an attempted break-in. These employees were clearly up to something, and management’s lack of urgency or accountability was shocking. Bottom line: the door lock was fine, the key worked, and the story about it being “broken” was nonsense. I would never stay here again. This was a terrifying and unacceptable experience.