Residence Inn Kansas City Olathe

DO NOT STAY at the Residence Inn Olathe. It was definitely one of the worst experiences we've had with a Marriott affiliated hotel. The day before our arrival we got a call from the hotel that the room we had booked, a two bedroom suite, was having air conditioning issues so they were going to move us to something else. That's no problem and we totally understand that happens and appreciated them being upfront. When we arrived to check in, all went well. When we got to the room, we noticed some small bugs in the kitchen and crawling onto our bags. We called down to the front desk, the woman stated that there is no maintenance person at that hour and that we would have to wait until morning to have it checked out. A few minutes later a man showed up at our door and offered to "spray" our room. When we inquired what that meant he said he just had some disinfectant. He wiped down the room and moved the refrigerator where there was a huge infestation. After he 'sprayed" the kitchen, we started to get ready for bed, I checked out the bed as I always do. Under the pillow we saw our first bed bug. I took a picture of it and confirmed that it was a bed bug. More were on the mattress. We immediately packed up our stuff and went down stairs to talk to the front desk. She said there wasn't anything she could do because there was no manager on duty and she can't make decisions. Several times throughout the experience we were told that they can't make a decision, that only their manager can make a decision. The leadership structure is completely broken at this location. She said there were no more rooms at that hotel. For the next 30 minutes we called around to dozens of hotels to find another place to stay. By this time it was well past midnight and we had to meet the rest of our group in just a few hours to finish our travels. We ended up staying in our car and in the lobby until the morning. Obviously, it was extremely uncomfortable and we got no sleep. The hotel charged us for our rooms despite not staying in them. We were told we would get a call from their manager, Teressa, on Monday after the "claims" were investigated. Monday went by with no call. We called on Tuesday and Teressa said that she was going to charge us for one room because "we stayed there until 1am" and that there was nothing else she could do. We only booked ONE room for the family to begin with. She never intended on calling us to follow up. She did not care at all about the disgusting state of the room, the horrible inconvenience or the fact that we did not sleep in the rooms at all. She didn't even allow us to finish our sentences and kept interrupting. At this point it wasn't about the money, it was about the extremely poor customer service skills of the hotel's manager. Do NOT stay at this hotel ever. They do NOT value you as customers. We are Bonvoy Lifetime platinum members, but were treated like we didn't matter at all. She made us feel like she was tr

If I'd been in the market for a longer stay rather than a one-night on the road place, this would be at the top of the list room wise. Hard to find, but once there it was a very nice set up. The staff was great, the room was wonderful - included a working electric fireplace! Loved being able to just rest after some emotional days of travel. Quiet, near plenty of places if had wanted to go out, comfortable bed.