Residence Inn Pittsburgh North Shore

I’ve been staying at this hotel since it opened more than 10 years ago, and unfortunately, its best days are long behind it. What was once a great property has declined into disrepair and poor management. The front desk staff do their best, but they are clearly left to handle guest complaints without proper support. Sadly, my colleagues experienced many of the same room issues I did, which shows these problems aren’t isolated. In recent years, every stay has come with challenges, but this latest visit was by far the most frustrating. My room was not properly cleaned, basic fixtures were broken or missing (closet doors gone, toilet paper holder falling off the wall), the mattress was very old and uncomfortable, and even simple items like dishes weren’t stocked. The gym’s AC was broken for the entire week. To make matters worse, I was charged $27 per day for parking despite not having a car and specifically clarifying that at check-in. Billing is confusing at best—parking was buried on a separate invoice I nearly overlooked. When I called to resolve it, I was transferred through the phone system more than 10 times, placed on hold, and never connected to a manager. Shockingly, no manager was available at 4 PM on Monday or 11 AM on Wednesday, and no one returned my calls. If management exists, they certainly don’t seem to care about guests. This is especially disappointing because I’ve always loved the location and used to recommend this hotel often. Now, it feels neglected and mismanaged. I can only hope Marriott Corporate steps in soon to restore it to the standard guests expect.

Oversized room with a full kitchen in a great location right across the street from the ballpark. However, we had to ask three times for the garbage cans to be emptied. Maintenance never came to give us access to the safe despite multiple requests. The bed provided our worst sleeping experience ever it was so uncomfortable, and the sofa was almost as uncomfortable and impossible to sit on.

Yes, the location of this Residence is convenient, but it doesn’t make up for the headaches that come with staying here. Our party consisted of two longtime Bonvoy members and this was genuinely one of the worst customer service experiences either of us had in the hundreds of Marriotts we’ve stayed at. What does it tell you that an email directly to the manager about the experience remains unanswered a week later? To start, our one-bedroom suite was pretty beat; based on hearing feedback from other guests, it sounds like our room may have been one of the less problematic ones at the property. We at least had air conditioning, which a few guests that came to the front desk did not seem to have, though the thermostat was oddly set at 44F when we entered the room. While the room was relatively clean, it was in desperate need of a renovation; bald spots on the carpet, random colored lines on the TV screen, non-working outlets, loose / stained bathroom tiles, and the bedroom door hanging off its hinges with missing screws were evident. The carpeting in the stairwell was also falling apart and presented several tripping hazards. The most frustrating aspect of our experience was customer service (or lack thereof) from a front desk agent named Ticara (sp). When we first arrived around 12:45, Ticara told us the room would be ready “by 2:45” but likely sooner, since we mentioned we would be waiting in the lobby with our luggage. About 30 mins later, Ticara walked over to our table and told us a room should be ready and she’d check on it and let us know. Roughly 15 mins passed without an update, so I walked up to the front desk as a follow up. Ticara was very annoyed and stated she had already told us the room would be ready by 2:45; it was like she had no recall she was the one that came up to us and said she thought the room could be ready. Come 2:45, we were told 3:15; when we asked why the change, she became very firm that “nothing is guaranteed until 4:00.” Mind you, it was Ticara’s personal statement that the room would be ready “by 2:45.” After this, she passed us several times in the lobby and would not make eye contact with us. When I returned to the front desk at 3:15, now 2.5 hours past our arrival, the room still wasn’t ready. Another staff member ended up helping and Ticara wouldn’t acknowledge me until every other staff member was tied up with other guests. Once we finally got a room at the help of another staff member, Ticara’s tone started to escalate and she very firmly told me when I arrived at 1:30 (not accurate - 12:45) that she said it would *maybe* be ready by 2:45 but she told me it wasn’t a guarantee until 4:00. Not only was this not accurate, but the interaction she was referencing was the one where she said “by 2:45” multiple times. When I replied and mentioned what was initially conveyed to me, she very quickly shot back with “I never said that!” in a snappy, mocking tone. I was traveling with my mom who has some health

Terrible rooms! The room that I stayed in was dirty and many things were broken. The sheets to the pullout bed was covered in stains and crumbs like it hadn’t been changed in weeks; All the TV’s didn’t work and some didn’t even have a remote! Part of the carpet was taped together to hold it in place, the towels had stains on them, the fridge had dents from someone punching it, and the doorframe to one of my bedrooms was cracked so the door wouldn’t stay closed on its own. There was food scraps and trash under all the furniture that was also stained. So I do NOT recommend staying here ever; there are many better places hotels to go to.

The location of the Residence Inn PIT North Shore is excellent, directly across the street from the home plate entrance to PNC Park. That’s about all the good I can say. The breakfast was average, the rooms were tight and the beds sagged. Fortunately there is a Fairfield Inn next door which has to be better.

The only thing going for this hotel is location and employees. The hotel is rundown and in dire need of renovation. Although not a Ritz, one should have expected the accommodations to be cleaner, less in need of upkeep and more inviting. The location is fantastic if coming to a baseball game. The employees I met were friendly and very nice.