Courtyard Cincinnati Mason

Stayed on Oct 28th 2023. By far the WORST service experience I've had at a hotel. Was in town for my daughter's soccer tournament. Had at least 12 families staying at the hotel. We were all getting back from the soccer fields around 7pm and wanted to enjoy the OSU football game together in the Lobby. Since no one else was in the Lobby except for our ＞25 person group, I asked if we could change one of the TVs to the OSU Football game. The bartender said it was fine and handed me the controller. I changed the channel and handed the controller back to the bartender. - Within 5 min the channel magically changed and went on mute - We asked if the channel can be changed back to the OSU game. Instead of changing the channel back, his response was 'What will you have to drink?', he said that several times because we were taken a back with that comment. We asked him if he will allow us to change the channel if we buy a drink and the answer was yes - One of the parents in the group decided to just buy a drink so we could just watch the game and enjoy our evening - Then the channel changed again and another parent decided to buy another drink to appease him and not start any issues - We went about an hour without any further issues and then right when the game had 2min left. The bartender walked over and stood in between the group and the TV and told us we needed to get our kids and go into our rooms. He mentioned that they received complaints of noise from the kids running around. We explained that all the kids were in the lobby booth area watching a movie on another TV and unsure as to where the complaint came from. - We also later learned that one of our girls were approached alone and berated This is by far the strangest and disappointing interactions any of us have had with Hotel staff. To require that alcoholic drinks be purchased to then be allowed to change the channel is wrong let alone approaching a minor alone. After speaking with the morning staff about our interaction, they were not surprised as they said this happens all the time with the bartender. I do have to note that the morning staff were supportive suggested that we reach out to the Director of sales Valerie Ciotti because the general manager would be no help. Hoping this review will help inform others and promote positive staffing changes.

We stayed here for 5 nights for a sports tournament. Peta-Cay at the front desk is amazing and offers superior customer service. The hotel has clean common areas and a nice outside area. Housekeeping is an issue. They skipped us some days and we had to take out our own trash and go get towels. Housekeeping threw out food we were saving that was nowhere near the trash can. The pillows are not Marriott standard and a poor substitute. This is a newer hotel still working out the kinks.