TownePlace Suites by Marriott Las Cruces♡

Severe ADA Non-Compliance and Booking Breach

1.0

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.

Continental breakfast could have had more variety

8.0

Guest review

8.0

Brewery walking distance, can have dinner, very clean. Only queen beds are available - might be not enough for 2 people. There is sofa available too, but it is too much work to use it. Otherwise, clean, safe, quite place, nice patio. Even have barbeque place outside, so you can have bbq. Breakfast is good.

Guest review

10.0

Loved the suite with Full Kitchen! We also enjoyed the breakfast buffet and the pool!

Guest review

10.0

Hot breakfast was great! Gabe and Dylan (I believe were their names), were very welcoming, polite and professional. Probably the best hotel stay I have had in Las Cruces.