TownePlace Suites Alexandria

My family and i checked in to the Towneplace suite on 10/7/2023.We we staying for 7 days.We had a Two bedroom king suite.The first room we checked into was Filthy.Hair all over the Bathroom,the Furniture was very old and worn.We went back down to the desk where we were moved to another Two bedroom king suite which was up to standard.That room looked like it had just been redone.Now to the main complaint.Thursday while preparing to have guest over to watch the Braves vs the Phillies baseball game the TV in the living went out....I went downstairs to the front desk and spoke to JP.He was very apologetic.JP came up to the room and tried to get the TV working.After several minutes he realized there was nothing he could and informed me the Maintenance person was gone for the day and he would put a work order in for a replacement TV for friday morning.I went down to the front desk at 7:45 am friday morning and asked to speak to the manager Elvi Scriber.The young lady at the desk McKayle Wilson began to help me.We conformed the work order had been placed then when i asked Ms. Wilson about compensation for the day when i was without a TV she said let her check with the manager.Ms. Wilson went into the office stuck her head out and asked were we rewards members and i told her yes we were.Ms.Wilson then came out and said they could give us 1000 rewards points.I then explained that i did not use rewards points.I again asked for the manager and was told by Ms.Wilson that the manager was busy doing ( Morning reports ) and i would have to wait.I asked how long of a wait.Ms.Wilson said she didnt know.I explained to Ms.wilson im a customer with an issue i think that morning report could wait a few more minutes and the manager could come out and deal with a live body not a report.Finally the manager Elvi Scriber comes out and she also begins to say all they can offer is rewards points.I said to the manager Elvi if i was not a rewards member what would you offer me.Her response was I would make you sign up for one.That is very unprofessional...After going back and forth she then said well if i didnt wont the points she could give me a days credit the next time i come to the hotel..If she was able to do that then why didnt she give me the credit right then and there.I asked her to show me where is said any credits or refunds would be in rewards points...She could not and stated all of the towneplace suites and diffrent and have there own rules...SHAME on TOWNEPLACE SUITES.The manager ELVI then said God bless and have a blessed day and went into her office and did not come back out to speak to me any futher....This is the second time I have had DEPLORABLE Customer service at your Towneplaces suites.Why am i the customer being penalized for the hotels failure to provide what was advertised.There was no consideration at all.I had to cancel my plans uninvite people and to no fault of mine.

Kathryn was exceptional. She's easy to work with and VERY understanding. She made sure she went the extra mile to accommodate me and I definitely appreciate that. Superb customer service, and I would definitely recommend this place just on her hospitality.