Country Inn & Suites By Carlson, Chesapeake at I-664, VA

Hi, we didn't have a great experience. We reached out to the manager, and it's been even worse. The room was tiny (compared to our cousin's down the hall), the dresser drawer didn't stay closed so we kept banging into it, the TV didn't work, the shower had visible stains and mold, but we were going to let that slide. We were only there for a few days. The last night, there was a HUGE bug by the ceiling. The night shift agent, moved our room, took pictures, and said she would let the manager know and we would be compensated at checkout. We were not compensated, we were charged in full, and was told management wouldn't be back until a few days later and they would notify the manager on her return. Not sure if anything happened on their end with communication but we followed up a few days later, was told management was still out and to call a few days later. We called again. I was getting emails to do a survey but I delayed in hopes of getting this resolved. After a week of no response from the manager, I do the survey and guess what, 2.5 seconds later, she responded. Amazing. She said she needed to investigate the claims and would contact us after the investigation. Well we went on vacation and 2-3 weeks later, surprise no response. I emailed her again the other day so clearly customer service is not a priority. My in-laws stayed at the Courtyard by Marriott Suffolk Chesapeake. They didn't seem to have any issues. I would not recommend this hotel. Very disappointed. I am a travel agent and will be telling all of my clients to stay clear. I understand things happen but where is the accountability and the responsibility to address concerns when things happen.

Amazing front desk staff, continental breakfast, accommodating, friendly, overnight front desk staff willing to go above and beyond, quite location

When we got to our room we realized the ac was rattling like a jet we tried calling the front desk but the phone didn't work. Thete was mold in the bath tub and on the wall in the bathroom. My husband who is 77 with many health issues went down to the front desk The clerk was not receptive to changing the room at first then did. The new room had a working ac but the remote for the TV was dead. The bathroom especially around the tub needs regrouping this one was black. We are Bonvoy members but not happy at all. Hilton does it better.