Residence Inn by Marriott Winston-Salem Hanes Mall

Property is nice it's a good location to stay but they could clean up the pool area better and wipe things down and clean the pool. And we've asked several times when they clean their room to refill our shower soap and vacuum which they did not.

Clean and awesome breakfast-treadmills did not work

Exceptional

The room was spacious. The kitchen was well equipped, although we didn’t use it. Breakfast was minimal. The rooms need some updating. For example there is no place to hang used towels. We had to leave towels on the floor. Most guests would be happy to reuse them. Room servicing is unacceptable. It was provided every other day, supposedly, but we had no service in the four days we were there. The trash cans were full, the sheets dirty, and towels were used up after that much time.

The room was spacious. The kitchen was well equipped, although we didn’t use it. Breakfast was minimal. The rooms need some updating. For example there is no place to hang used towels. We had to leave towels on the floor. Most guests would be happy to reuse them. Room servicing is unacceptable. It was provided every other day, supposedly, but we had no service in the four days we were there. The trash cans were full, the sheets dirty, and towels were used up after that much time.

The pull out couch mattress was horrible and not fit to sleep on

The hotel is nice. However the staff was less than helpful on this stay.

Good

Breakfast and quietness

Great Experience.

Good

Staff could have a better attitude . the rooms need to be cleaned better also when I first got to my room, the door was locked, but the maintenance man in it with and he left out with his lunch bag and jacket

Very good

Exceptional

Cleanses

Cleanses

This Hotel has been excellent in all area and service. Will recommend to all my friends and family

Exceptional

Exceptional

The hotel was great for one day. We had to ask for soap and lotion as there was none at the room. The door and missing the key part but the key worked okay with out it.

The staff was exceptional. The hotel is pet friendly so the room we were given smelled of dog urine. The staff quickly found me another room. It wasn't the same quality that I had booked but they made it right.

Room smelt like wet dog

Exceptional

The ladies who facilitated the breakfast actually went above and beyond. Ashley was specifically accommodating, friendly and attentive. She greeted each customer with a warm and welcoming smile. It was a breath of fresh air in a climate with minimal to no customer service. N/A

The ladies who facilitated the breakfast actually went above and beyond. Ashley was specifically accommodating, friendly and attentive. She greeted each customer with a warm and welcoming smile. It was a breath of fresh air in a climate with minimal to no customer service. N/A

Very clean rooms, updated amenities, friendly helpful staff.

Very friendly staff. Clean comfortable room with a great location for what we needed. Will come back again. Maybe the breakfast

Very friendly staff. Clean comfortable room with a great location for what we needed. Will come back again. Maybe the breakfast

Over booked the rooms and when I showed up they didn’t have a room for me at all.

Friendly staff. Enjoyed spending time with my family and friends

Friendly staff. Enjoyed spending time with my family and friends

Exceptional

Room was spotless and front desk staff was amazing!!! Breakfast food was ok. Would stay here again

Friendly Front Desk Clerks, Clean Rooms & Good Breakfast items. This was my 3rd time staying & I will be staying again soon!

The entire second floor smelled like marijuana was being smoked in the halls. While I understand that there isn't much the staff can do once a person has caused this issue, a little oh I am sorry would go a long way. Instead, the clerk said she would pass it on to the next staff.

Great customer service, the rooms need to be upgraded and the breakfast was really bad and had no flavor . Good location for shopping and eating out

the room was very clean, The staff were super polite and helpful. The breakfast was very tasty. loved the fireplace going in the Lobby it was like a touch of home. we are making this our go to hotel when we visit Winston Salem North Carolina

Room/Staff were great! I did not eat breakfast-were vegan. There was no option not to rate this. I would have placed N/A

Sofa bed was very dirty when pulled out and had so many stains. No extra sheets or pillows. Pillows for queen bed were super flat. The bathroom tub wall looked like it hadn’t had a good thorough cleaning in a long time. Piece of one of the walls in the room was torn. Shower curtain had stains and the top was frayed and worn.

I thoroughly enjoyed my stay! This location was convenient in many ways with endless options of stores and restaurants in the vicinity. Perfectly located! Upon check-in/checkout, the front desk agent was pleasant! I am looking forward to returning for a solo getaway soon to simply relax! Also, I hope to book for WSSU's HOCO '26!

Walking distance to many restaurants & shops. Front desk staff was great.

The staff was amazing and we really enjoyed a nice quiet night there.

my room couldve been cleaner

The employee that helped us with check-in did what he needed to do, but was not the dude to be working with people. No smiles, barely any manners or politeness. The woman who helped us check out was much more suited for the job. Eye contact, engagement and a smile goes a long way. The room was fine - the bathrooms and bedding were clean and tidy. The sitting area and kitchenette needed some extra attention. Kitchen floor was sticky, the sink had some build-up where sink meets counter, couple of the dishes were not cleaned entirely. Finally, there was some glass / metal shavings right outside our door which was leftover from a repair man. An associate came up and vacuumed the bits up and thankfully we caught it before our barefooted kids walked through it. The associate at checkout, mentioned earlier, gladly gave us a discount and apologized. We slept well, got cleaned up and had a safe place to stay, but felt we overpaid due to the lack of attention to cleanliness and safety.

AC noisey

Really nice Hotel overall. Ladies in the breakfast kitchen were very friendly and kept everything stocked. Rooms were clean although a little mold in shower. Nice pool and area. We would stop there again

Very nice and convenient

We love staying here. This time our room was not the cleanest, but we do appreciate the extra space in the suites that accommodates our family of 5. Staff is 10/10 and made up for any flaws in the room.

Nice hotel but double billing has left a very nasty taste in my mouth

Great place to stay, will return again.

I have stayed at quite a few hotels these past 50 years that I have been away from Winston-Salem and my experience at this one was one of the best. You have a very friendly staff at the residence Inn I don’t remember the name of the lady that processed to be in, but she was excellent as well as Ashley in the dining area. I will be staying there from now on.

Very happy with our stay and would visit again.

Do yourself a favor and look elswhere. I travel for work and this is the absolute worst property I have ever stayed in. The lock on the door died and I was locked out of my room for an hour. There are ants in the room. In two weeks they cleaned my room three times. The second and third times they took all the towels without leaving clean ones. They have never made the bed or changed the sheets. There is dust everywhere and they don't clean the rooms. The hotel has families living here. You're better off staying at any other hotel.

The location is perfect with all the excessible shops and dining options around.

I arrived here the weekend I was moving my son to school, all orientation events were canceled due to a tropical storm. Our room was the perfect haven to make popcorn and have a sleep over. We will now stay here for all future visits.

Staff were very friendly.

I like the convenience of the property to the convention center.

No pool in August is very disappointing. Plus, one elevator working during the busy season was a major inconvenience.

The stay at this property was very good. They had a good Staff and the property was well kept.

4/5 - was missing the soap/shampoo/ conditioner bottles in the rest room. No big heal. Got more brought in. Our tub drained so slow … so you ended up bathing in dirty bath water. That was not good. Other than that great place to stay. Good breakfast.

Arrived to check in after midnight (we are in town for travel baseball) and our room was still dirty. After 45 or so minutes we had the room, but the manager and another staff member cleaned our room. The manager was apologetic- didn’t excuse the fact this room had been booked in advance and they were aware of us coming. The room was nice even though it was not the cleaniest, surrounding rooms were SUPER noisy all hours of the night…and the pool was CLOSED….

Thoroughly enjoyed my stay. The breakfast was great and hit the spot. Will definitely be back.

Our room was extremely loud and our last night there was horrible. People above us were jumping around from 9:30pm-1:30am. Despite 3 calls to front desk it continued and disrupted our stay and sleep. It is unlikely we would stay here again

Poor breakfast availability. TV too small and inconveniently placed. No facial tissues available.

Very wonderful staff!! Definitely enjoyed my visit

Beautiful hotel and the two ladies working both days were amazing

Every one was outstanding, the customer service was the best!

Checked in and the place is not as advertised. The listing shows Hot Tub and there is not one. The listing also shows a lobby bar and lounge but it has no functional or open bar lounge. The room was dirty and the fridge was not cleaned in a long time and had a science experiment of moldy food in the fridge. Notified front desk and they did nothing about it nor offered any kind of a discount. Very poor services.

Love this hotel! Will definitely stay here each time we visit Winston Salem

Exceeded expectations

Everything was fantastic!

New updated and clean

A colleague suggested the room, assuring me I wouldn't be let down, and they were correct. The room was excellent, and I'd certainly contemplate another stay. However, the absence of towels and the presence of pet hair on both the couch and floor were notable issues. While some might find these minor, essentials like towels and cleanliness matter.

Upon arrival the front desk lady was welcoming, nice, and very professional.

Everything

Na

Great experience!

This is a full suit, has everything you need for ayour stay . Big rooms big living are and kitchen, it does even have a standard size refrigerator, big closets. We loved.

Desk agent was great. Especially since Expedia said the room was a private spa hot tub room, which it was not. Was told there are no hot tubs in any rooms in the hotel. So, if it has pictures or description of having one on Expedia, then it is incorrect. They have a large walk in shower in studio rooms or a small tub/shower for handicap accessible rooms.

Trying to cram too many things into such a small room. Very cluttered.

Very nice

Beautiful hotel and very clean everywhere!

Fitness room was great!! And the people are so friendly!! We enjoyed our stay, location was convenient with things too do around!

They where able to switch my room after finding lots of ants in my bed. Ladies were kind. Very quiet.

The staff was friendly and helpful! Room clean and tidy

I specifically searched for a stay using a filter to include breakfast and a hot tub. The Residence Inn property description verbatim said, “all 108 rooms have comforts such as private hot tubs…”. This means that any room I choose should have a private hot tub. The room I chose had a walk in shower. I called Expedia and they contacted the hotel who was unwilling to make any concessions for their false description. Instead, Expedia offered a percentage off, which I appreciate. However, the whole purpose of this stay was for my husband to have some dad time and he loves hot tubs. We are both very disappointed with the hotel for false advertising and Expedia for not vetting the property descriptions for accuracy.

Very nice and clean hotel in a good location

We had a problem with our bathroom and the young lady at the desk handled it really quickly.

Good area, close to the highway and hotel looked very clean and new. Staff were friendly and professional. I would absolutely staff there again.

All staff were friendly and professional, easy to approach with any questions or concerns. Spotless with comfortable furnishings. Nice breakfast with some unique options.

The property was nice and the room was really great! Originally was placed in a room and the tv was broken. The front desk lady seemed irritated bc I wanted to change rooms but as I paid for this stay I felt I should have all the amenities considered you knew the tv didn’t work before putting me in that room. Anyways, the Second Lady was really nice, she was easy to work with and pleasant.

Place is legit. Very clean, nice rooms. The free breakfast in the morning was probably the best I ever had. Only thing was on Expedia it says there is a hot tub but there is not one. The actual hotel website does not say there is a hot tub I should have checked with them first but other than that highly recommend!!

Love the staff

The stay was nice, there were dogs barking all night so that was a different experience for me.

Great place to stay and enjoy the weekend. Great staffing

Decent hotel but internet was horrible. Not good for a busy trip.

The cute guy at the desk was very friendly and helpful

I enjoyed the warm hospitality of the staff, they seemed happy to answer questions and had bright smiles as they served. The atmosphere of my room feel clean and inviting. I like the benefits of the full kitchen and the spacious layout of the room. The location was excellent for a business trip and local shopping. I will definitely return many times.

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Great staff. Nice hotel but bed was uncomfortable, so I woke up sore and unrested.

Staff was always watching tv or on their personal phone. Room floor was sticky, smelled like smoke, ants found in the room, black stuff at bottom of the shower and air handler was extremely loud. Staff couldn’t help with food suggestions either. Door to the room was dirty, water left in iron. So many issues that it would’ve been an immediate qa inspection fail. Left review for hotel and never received a response.

Great location

The room was in no way the way it was portrayed in the pictures this was a expensive room without what was pro ised. Tge couch was dirty. Just overall wouod not stay here again. Staff did tge best tgey could to help. Butbit 2as a major disappointment.

The property and room were overall clean. However there was a large urine stain on our carpet, presumably from a pet. The smell was overwhelming and when I informed the front desk about it they could not offer me a different room.

Great room, very friendly staff, very clean.

We usually stay at this hotel anytime we travel to Winston-Salem. This experience was one of the worse. Our room smeeled like an ash tray. Linens were not clean. Outside tables were not clean. School brrakfast is better than what was provided. We will not stay at this hotel again. Especially for that price.

Super friendly staff, very clean. We were only in for a night but loved our room and slept great.

Stayed one night but hated leaving. Excellent room that was modern and had everything I needed for a very nice stay.

There was no mattress on the pullout bed in the suite. It was also missing a cushion. The staff gave me a blanket to use to fill in the cushion to use the couch itself as the second bed. It was unbelievable. The toilet barely flushed. The shower did not drain properly. The room smelled of stale smoke covered up by smelly carpet deodorizer that made the entire room smell like the inside of an old vacuum cleaner. Breakfast was a joke. The staff made no effort to help with the room problems. They acted annoyed that I asked for a mattress and complained themselves about how terrible a place this is. This was the nastiest, poorest run Marriott chain hotel I’ve ever been to. I was shocked at the condition of the place and the utter lack of interest by any staff to try to address the situation. Very disturbing that when I asked for help he just looked at me and said no there is not a thing that could be done about the condition. It was appalling.

I requested feather-free pillows when I made my reservation. All pillows in the room contained feathers. I called the front desk and requested feather-free pillows and was told that someone would bring them right up. No one did. When we checked back with the front desk, we were told that none were available. We ended up using the throw pillows on the sofa, covering them with the pillow cases from the bed pillows.

Would not recommend !

Everything about our stay was amazing. Our room was excellent. The girl at the front desk at night was very nice and polite. The next time we are in town we will stay here.

Friendly and helpful staff

I would never recommend this property to anyone based on the room not being clean, the haphazard way the issue got handled(Still waiting on managment to refund up for the dirty room then suite then a broken room) and the extream lack of accommodations for an extended stay.

Room was filthy. I took pictures of nasty mess and hairs on my bed. There were bugs in the shower.

Very nice! One of my best days ever! It was quiet and relaxing. Located in a convenient location… Close to food, shopping, etc

Beautiful, cozy and in a great location! Convenient to everything.

I expected more from this hotel, but no was terrible.

Great place to stay. Felt like home. Comfy bed. Only gripe was the shower head not being consistent.

Property was clean. Plenty of food options

Not clean. Floors were greasy and sticky. Carpet hadn’t been vacuumed. Huge spider in kitchen that should have been disposed of if the room was properly cleaned. Wonderfully attentive staff.

Found food in my refrigerator, kitchen sink had not been cleaned. charged me a pet fee for one of my employees who didn't have a pet with her.

Charged me twice for the room, no manager on-site, employees didn’t know what they were doing, hotel room wasn’t very clean, bathtub wasn’t clean.

The hotel was not bad and the staff was nice. I don’t like the smell of cigarettes and I smelled old cigarettes in my room. Room was clean.

This room came with a kitchenette- bar seating for 2, larger refrigerator, two stove burner, full coffee pot, toaster. Such a cute well thought out room. Free Breakfast nice area lots of places close to get food and a gas station nearby .1 mile away. Would definitely stay here again in this pet friendly hotel.

Hotel was nice and clean. Disappointed that the pool was closed, no housekeeping in our room, closed dinning.

Room not cleaned good. Dirty wash clothes in bathroom. Horrible breakfast with very limited hours. Pool closed. Seems like owner/manager not keeping property up.

The property was very under staffed. When we checked in our room hadn't been inspected. We had no coffee maker or supplies, no towels, toilet paper, etc. When I went to get towels I asked for four since we were a party of four and they gave me three and a hand towel. I had to use a hand towel to dry off. The room was semi dirty and the whole hotel smelled bad.

Overall great! Only issue was floors were slippery in kitchen and bathroom and shower. Watch out for that as people are going to fall. Also be clear that rooms are not being serviced each day. I didn’t know I had to go get clean towels and more toilet paper from the front desk until I asked

We were disappointed there was no soap to wash our hands. We had no real sugar for our coffee. It seemed housekeeping forgot to correctly stock the room.

Very comfortable. But, no paper towels, tissues or toilet paper. Only one towel in room. Staff could only scrounge one more bath towel as we arrived late that night and supplied us w paper products. By noon next day, we had additional linens delivered.

Clean and safe. Kitchenette helpful. Ran out of towels, but other than that, very dependable place to stay. Staff very helpful.

Good

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The hotel advertised an in room hot tub but unfortunately I was mislead. I do not recommend.

Hotel was nice very spacious! Clean but not spotless.

First room was terrible asked for change staff was very helpful doing so. General state of housekeeping is only average and seems to have suffered during the pandemic as I’ve stayed here numerous times

Room not clean. Would suggest more supervision and inspection between guests.

Left and went to a nearby Hampton Inn - very clean room and well stocked mini store. I will be sticking with the Hikton brand from now on.

Excellent customer service

All the staff were friendly,professional and helpful.