Residence Inn by Marriott Winston Salem Hanes Mall

This is the absolutely the worst Marriott property in the US. We had no Liquid soap in the shower, no shampoo in the shower, no bar soap in the room except from the previous guest. Only had one towel available no hair dryer. room 115 has the main air conditioner outside the room that made terrible noise through the night that keep us awake. This hotel had a bar but it was closed because of COVID .. (2 years ago???) The breakfast staff looked to be from a homeless community and couldn't answer any questions about the food.The management offered to reimburse me the points i spent on the room but it took over 4 week of constantly calling the manager with no returned call .. had to finally start calling corporate office of Marriott to help me out with the problem .. manager wouldn't even call Marriott corporate back... they finally gave up on him returning a call and issued me the points. This hotel is owned by Nobel Investments and if they knew how he treated customers he would be immediately fired.

The Manager at Residency Inn at Hanes Mall has an unfriendly attitude toward service, which is a significant departure from other Bonvoy facilities. While we have stayed at this hotel many times throughout the past 2 years and were exposed to irregular cleaning policies (see our previous review on September 2023), our last stay topped all other previous issues. We arrived on December 22 and stayed through December 26. Throughout this stay, the room was never cleaned, even though the woman receptionist at the front desk assured us that the “room was scheduled for cleaning” each day. We received no apologies from anyone at the front desk. I was told that the manager was aware of our complaint and unwilling to do anything about it, including offering an apology. The internet reception in the room was very poor, and none of the connections to Netflix and other services were working (see photos). Furthermore, the sink bowl drains very slowly. Bonvoy customer service needs to address these issues with this facility manager, or they will continue to lose clients. I strongly recommend avoiding this hotel, which is defined as expensive and managed by personnel who are not responsive to the needs of the customer and are willing to cut corners to maximize their profit.

Good access from S (I-20, I-75) but tricky from the north because of skirting Greensboro. Near lots of strip mall retail, though. little toy 1-cup coffee maker (seemingly the new Residence Inn standard). No toaster, bar counter instead of usual kitchenette table. OK breakfast bar, nice common spaces.

We checked in 10/9/24. Storm Helene hit & we were without a home. When we called frantic "NaKita (Front Desk Rep) was so kind, patient, & caring. She set everything up with us as well as our insurance. She stayed on that phone till all our needs were addressed. When I tell you customer service means everything this night surely will go down in our memoriess. Our room was clean, available when we arrived & all notes were entered * provided for when we arrived. Thank You, NaKita! You made a difference...

We’ve stayed in town before, in the downtown area, but Residence Inn has been our favorite so far. Staff was kind and happy to help. The hotel was clean and looked recently updated or maybe it’s just really well taken care of! The breakfast wasn’t anything crazy, the usual stuff. But the kitchen was very clean and we appreciated the ready made breakfast sandwiches and all of the fun toppings for the waffles. My mom and I are used to traveling together and don’t take anything too seriously…. If you appreciate a fun staff that will sit and talk/joke with you this is the place. We didn’t have children with us but would be comfortable doing so. The next time we come, we’re bringing my dog Ella!