I am sharing this review to make others aware of the experience my parents and I had during our recent stay at this hotel. It is not about complaining for the sake of complaining, but about educating others who may be in the process of booking. That said, we had two rooms reserved and the weather was in the 50s during our stay. My elderly parents had no heat in their room, and this was shared with hotel staff. They were not moved to a room with heat so they could sleep and bathe comfortably which can be considered elderly neglect. I was away on business when they complained to the hotel staff and I followed up by completing a guest survey that was sent to me via email. Since we were in and out very quickly due to an event we had to attend together the following day, I did not get a chance to speak with management myself (we left before 6:30am). In sharing this experience with the General Manager, Paul D., I did not feel that his initial response was acceptable nor did it set the right expectations for what he would do next. My response to him allowed him to understand that the experience, his staff's response, and his response was not acceptable and unbecoming of Marriott's standards. While he refunded the cost for both rooms, there is still a better way to communicate with guests, especially when they have had a bad experience. Regardless of the the complaints that are received that are untrue, that has absolutely nothing to do with every guest and should not be included in an email. Also, telling me what you did after the fact instead of saying I will investigate this thoroughly and FOLLOW UP with you, is better than stating we hope that you'll return. This is what sparked the response that he received from me as I was displeased with how he initially handled the situation.
Again, I appreciate a refund being provided but I would still encourage others to book elsewhere.
star Teej Jay
Unfortunately it is not what it used to be and has declined dramatically. Prior to covid they had a nice friendly staff and a great brunch, we use to visit the restaurant frequently. They renovated the restaurant, now longer offer a brunch and have a very limited menu. When you call inquiring, you speak with a rude frustrated staff member who sighs repeatedly on the phone, not to mention the inconsistent information you receive. Fortunately there are several nearby restaurants within walking distance.
star Cameron Weir
Oof, this was not a pleasant stay. Checkin is listed as 3pm but when we arrived on a Saturday at 3 pm the room was not ready becuase the rooms had not been cleaned...so we waited...and waited as guests continued to try to checkin but were unable due to the lack cleans room. The receptionist was friendly and apologetic but the entire time there was fairly unprofessional back and forth between the front desk and housekeeping over the walkie talkie. Two hours after the posted checkin time we were able to access the room.... there was someone else's bathing suit still hanging in the closet. We decided to stick out the remainder of the three night stay but never received housekeeping services (one day we chose to have the do not disturb sign up but not for the others) so trashes were overflowing and we had to go get fresh towels from the front desk (at 9 pm) where they seemed unconcerned that housekeeping had not come to our room that day.
The hotel clearly is understaffed and does not have the ability to properly clean or function with the level of staff they do have.
star Jessica McNaughton
This was a very disappointing stay at a courtyard property.
The desk of the hotel is rarely staffed and the staff who do appear range from helpful to disinterested.
My real challenge was that once checked in to my room I found that another person had been given a key to my room. When I tried to connact the desk the room phone did not work and when I used my mobile to call the desk I got three different "reasons" why this occurred. Also the air conditioner didn't really cool the room.
starstar James Havey
Words can’t describe how wonderful of a hotel this place really is. First and foremost making this my first time visiting florida i love the lake Mary area. But this hotel is going to go above and beyond to give you an at home experience they was very accommodating and even recommended some amazing food place. I look forward to making another trip and i would love for this place to be my stay. The staff is amazing and they work as a team nothing but 5 stars from me continue been providing top notch service.
starstarstarstarstar Semion Fitts
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