I have just checked in today. After the predominantly rave reviews on TA, I was really excited when I secured it through Priceline last night (we were already in the area visiting family). When we pulled up, the first thing we saw was 2 police cars parked in front of the doorway. My husband and I looked at each but remained optimistic.
Next, I check in and I immediatley ask for the business center b/c my husband had to be on business call in 20 minutes. This was a majorly important aspect of our booking as my husband and I both need to make some work calls during our stay and as we have a toddler with us, we can't work in our room. The business center, as advertised and in pictures, was listed as "full service" business center. I confirmed this before proceeding with my Priceline bid as I knew RI was a possible win and again, the business center aspect of a hotel was crucial.
But this was actually just 2 computers in the corner of the lobby next to the blaring TV. This was not a place where anyone could make business calls or hold meetings. I indicated my concern and the discrepancy from what was advertised. I asked if there was a place nearby conducive for business calls. They didn't know of one. I asked if I could pay to upgrade to a 1 bedroom suite so we could have a room for these calls. I was told that I could not. I could call Priceline to see if they would cancel my reservation and refund me and then book directly with RI for double the price. Or I could cancel my reservation and leave. These were my options. She was not particularly nice or empathetic. From the moment I walked in, I did not feel the amazing customer service I read about at all.
So even though I know Priceline's policies, I sat down in the lobby with my toddler to call (because my husband was now up in the room on a conference call). As I was preparing for my call, 2 cops came from the residence building with a woman in handcuffs and escorted her out of the buidling! Seriously? Now I want to cry because not only is this not going well, but now I'm wondering if this place is even safe?
So I call Priceline and as expected, they wouldn't help upgrade the room or move me to another hotel. They did agree to cancel my reservation. I said I'd get back to them; I certainly can't cancel without booking another hotel first.
I went back to the front desk and asked for the manager to try again. I explained my situation (though I heard him being briefed on my story in the back before he came out to talk to me). He let me tell my story although he already knew what he was going to say - we have no 1 Bedroom suites, we are fully booked. Ok. And yet, 20 minutes ago I had the option of canceling Priceline and rebooking through RI for 199/night to get a 1BR? Okay.
He said he would be happy to cancel my reservatoin and let me go. Wow, they seem really excited to just have me leave. They kept stressing, "we will gladly cancel your reservation and you can go." Perhaps because of the Priceline reduced rate I booked under they want me out? Or is this what they say to everyone? I really don't know. I've never seen such apathetic "customer service" at a hotel. It sucks to be treated like that.
In the spirit of general info for TA reviews, I'll digress for a second and provide other notes and observations so far:
*Room is on the smaller side but okay.
*Full kitchnette with full fridge and even a stove top is nice. Good for families and long stays.
*I haven't seen the pool or gym yet.
*Bed is just a queen bed which was unexpected.Not the end of th world, but dissapointing. We have a toddler who has recently transitioned from a crib, so in recent hotel stays she's slept with us in a king. if we stay, we will have to cram into this queen bed.
*There are two buildings. I go thru a small "courtyard/alley" to go to the residence buidling where my room is. Today is cold so it's a pain but I'm sure it's usually fine.
*Overall, it looks a little rundown and while not dirty, it's not spotless (the bathroom feels a little icky) and def not as clean or as nice as some 2.5 stars in the area. And this is a 3 star.
*This is VERY OVERPRICED for the condition of the hotel.
So moving forward I will either leave today or have to stick it out if I can't find anything else for a decent rate and see if by chance this gets any better. However, once I've been treated poorly, it's kind of hard to really feel any better about it. I did some searching and it's hard to find anything else b/c of the Orange Bowl so we just might be stuck here. And unfortunately , that's how I feel - stuck! If we do stay, I will just have to try my best to put this out of my mind, enjoy my visit to the area and know that I won't ever stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I'm so sorry we could not accommodate your need for a private area to conduct your business needs. We have learned from your comments and understand the importance of being able to respond accordingly to our customer needs regardless of booking method. I apologize that your stay was not a good one and would love for you to give us another try in the future. We want our guests to have the best stay ever at our Residence Inn by Marriott. Thanks for your feedback! Please feel free to contact me directly or via email at email@example.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.