Towneplace Suites by Marriott Las Cruces

The women who worked the breakfast area in the mornings. Formal Corporate Complaint: Severe ADA Non-Compliance and Booking Breach – Confirmation #65230 To Whom It May Concern: I am writing to formally lodge a serious complaint regarding a week-long stay at the **TownePlace Suites by Marriott Las Cruces, from which my husband and I checked out on Friday, June 19, 2026. This stay resulted in a severe violation of promised accommodations, compromised physical safety, and a total failure of standard hospitality practices. I have Multiple Sclerosis and significant mobility limitations. Because a fully accessible bathroom is a strict medical necessity for me, I booked this stay six months in advance (January 2026) and followed up with a direct phone call to the property. I was explicitly assured by hotel staff that an ADA-accessible room with proper grab bars and a bath seat was secured and guaranteed. Upon arrival, we were informed that our accessible room was not available. The front desk staff offered no viable solution, suggesting only that we move rooms mid-stay—an impossible task for someone with my physical constraints. As a result, we were forced to spend our first evening traveling to a local CVS to purchase our own shower equipment so that I could safely bathe. The standard room's tub and out-of-reach amenities caused me immense physical anxiety and distress throughout our stay, for which we paid nearly $1,000. To conclude the experience, the front desk completely ignored us during our Friday morning checkout, offering no acknowledgement or standard departure courtesy. If needed I can provide: 1. My original booking confirmation and correspondence detailing the explicit request for an ADA room. 2. Our final invoice totaling nearly $1,000 for a room that failed to meet legal and corporate accessibility standards.

No towels nor soap in bathroom. Found out already when under the shower. Fridge super loud.

Clean property

Very comfortable stay, breakfast was well done and staff very helpful

Good breakfast, good remodeling.

Clean room all the way. Staff are very helpful and nice.

Continental breakfast could have had more variety

Continental breakfast could have had...

Superb

Exactly what was expected and perfect for our trip

Amazing hotel , clean, friendly and welcoming.

There were no towels in the bathroom and I had to go down to the front desk to get some. The shower head was too low on the wall that my boyfriend had to crouch down and the room was outdated. Everything worked though and it was somewhat quiet so overall it wasn't too bad.

Room well equipped for any needs. Breakfast has a good variety. All staff were very kind and polite. Felt very clean and welcoming. The gym was little but treadmill and weights were available. Beds were comfortable.

Dylan was the man who checked us into the property. He was super helpful with the entire process. I was in need of some extra pillows and he was very prompt with getting them and delivering to my room. I was staying there to do the Bataan Death March. He made sure to inform me of the pre-prepared togo breakfast bags the hotel had made for the marchers. All of the staff were super helpful and friendly.

pool was GREAT! Cold, but hot tube very hot.

I did not use the pool

Clean, I would stay again.

Fine

Great place with clean rooms and nice amenities. Really close to shops and restaurants, easy access from interstate.

Superb