Posted Feb 6, 2017
I have stayed at this hotel on several occasions on visits to Kingston and have enjoyed my prior visits, but was disappointed on this visit. We were pleasantly surprised at check-in when told that we were being upgraded to a bigger room with 2 bedrooms. Though the 2nd bedroom was not needed, the enhanced view of the lake and extra space was appreciated - it appears that the original room was not available, hence the upgrade. From there, the experience was less than satisfactory for the following reasons.
1. Parking (at $18/day) for an outdoor spot (in the cold), as there is limited indoor parking, was a bit excessive.
2. Inconvenient breakfast time (7-10am), especially for the weekend. Because it's the weekend, it appears many people sleep in and have breakfast between 9:30-10am, just before it closes, resulting in long lineups. Extending breakfast to 11am on the weekend would make sense.
3. Room service failed to empty the trash can in the kitchen after the first night.
4. On the last day, a request was made for an hour extension of the check-out time and this was met with a very rude response from the checkout desk with no explanation as to why the request was not possible - this left a very sour taste with us.
As mentioned, I have stayed at this hotel most times on my visits to Kingston and have generally enjoyed my stay, but the experience on this visit will cause me to look at other options on my next visit.
Comment from Hotel Management
Feb 9, 2017 by Veronica Will (Guest Services Manager), Hotel Management
Dear TO visitor,
Thank you for sharing your experience from your recent stay at the Residence Inn by Marriott Kingston. We are sorry to hear that we were not able to exceed your expectations this visit.
I would like to apologize for the service inconsistencies that you experienced during your stay.
While we do our best to provide late checkouts whenever possible, there are some instances where we are sold out the following evening and therefore late check-outs are not available.
We do understand that some guests enjoy sleeping in on the weekends and that is why we have adjusted the breakfast time. Thank you for your suggesting on adjusting it further, it is something that will be discussed with the management team.
We hope that you will provide us with the opportunity to exceed your expectations on your next visit to Kingston.