My stay at the Country Inn & Suites in Marina, CA was absolutely awful from start to finish. The room was in terrible condition — the bathtub was filthy, the towels had hair on them, and the sheets were dingy and clearly not fresh. The entire room smelled strongly of cigarette smoke, even though it was supposed to be non-smoking.
The refrigerator still had old food inside and even a cigarette butt, which was completely unacceptable. The air conditioning didn’t work, and there wasn’t even a hair dryer in the room. By morning, I woke up with several bites on my arms and legs, which made me feel uncomfortable and concerned about the cleanliness of the hotel.
When I reported everything to the front desk, the staff showed no concern and offered no help. When I asked to speak to the manager, I was told he wasn’t available — both during my stay and again when I checked out. It felt like management was intentionally avoiding guests with complaints.
The only positive part of this experience was when I contacted corporate customer service. They were understanding and professional, quickly refunding my remaining two nights and helping rebook me at another location. They even covered one of the nights with points, which I truly appreciated. Unfortunately, their kindness can’t make up for how unacceptable the Marina property was.
This hotel is in desperate need of attention from upper management. From cleanliness to maintenance to customer service, everything about it was neglected.