I wish I could give this a higher rating. Our room was very nice. We got a two bedroom condo. It looks as though it's a one bedroom condo with living area and full kitchen joined to an efficiency. We were pleased with the accommodations. I wasn't expecting the marriott, here, because we got a deal on orbitz for $100 a night for the whole two bedroom condo (btw, this was at least $50 less than booking through the hotel). Yes, the carpet is kind of gross. But it's a beach resort. I have never been to one that didn't have gross carpet. I don't know why they put carpet into beach condos in the first place. The kitchen was definitely fully stocked, even had measuring spoons. The sheets on the beds actually smelled clean, but I took the comforters off. They were disgusting. There were even cigarette burns on one.
Overall, the room was better than expected. But let's talk about customer service. My first contact with customer service was when booking. I called to get info about the rooms, see if housekeeping was included (it wasn't), the kitchen was stocked (it was) and towels were provided (yes, but bring your own, they're skimpy). The lady, I believe her name was Sonia, could not have been more bored talking to me. I swear, it was like I was the bane of her existence. She answered my questions rudely. I shrugged it off. I called back to see if nonsmoking rooms were guaranteed. They are not. Let me pause here. That is ridiculous and gross. What if you are allergic? Guess you can't come here. This same lady, Sonia, said I could arrive early to ensure I got a nonsmoking unit.
So, arrive early we did. Check in is at three. We arrived at two. They were so rude to me, sighing as they checked the computer, then rudely pointing to the sign that said check in was at three. Yes, I know. You told me to get here early. They actually told me that there was no way I was told this. They then tried to tell me I must have called orbitz to get my info. Noooooo. I called YOU to see if booking through the hotel would guarantee it. So, they huff and puff and say they have no way of knowing if I have a nonsmoking room. However, at that moment, another lady walks out and says yes, we do, and hits some buttons on the computer, and says yes, your unit is nonsmoking. Excellent.
We leave and come back. I arrived at approximately 2:55. I am aware check in is at three. So, I mill in the lobby for a few minutes. At least three other families arrived. The two laides working check in would huff each time someone asked, then make a big show of looking at the computer. Then tell the families check in was at three. Please note - they never got up from these computers. So, at three, the now six or so families line up. Remember, the workers NEVER got up. They miraculously have everyone's paperwork right next to them, printed, stapled, and ready to go. But it wasn't ready three minutes beforehand? One of the families looked at the clock, realized it was one minute till, and just didn't move. Their paperwork was right there the whole time. I realized at that point that this staff just wanted to be rude and in charge. By the time they allowed people to start checking in, there were close to ten families and couples lined up out the door. It was like the front desk staff took pleasure in making everyone wait. They would smile and just say "it's wasn't three" to everyone who pointed out that obviously, the paperwork had been there the whole time.
I wish this was my last encounter with the staff. It wasn't. The next day, my sister was admitted to the hospital with seizures. She lives in Charleston, so my friend and I decided to scoot down there. Only problem was that her adult daughter was still at the beach, and had accidentally left her id in the room. She didn't have a key. The front desk was about as rude as possible, and there was just absolutely nothing they could (or rather, would) do to accommodate my emergency. I asked to leave a key in her name. Nope, needed id. I said I didn't care, no one would ask for it. She was like "oh, i don't want you to have a problem." I already have a problem, lady. After ten minutes of her having absolutely zero willingness to do ANYTHING, I said fine, we'll just hide a key. She will need to be able to access the resort. She has my name, and that will be good enough to get on the resort. Noooooooooo. I finally convinced her to at least give me a parking pass for her. She then very rudely informed me that I was responsible for this "guest" (and she was snotty about how she said guest), and any damages that she did. She is 21 or 22. I was highly offended that because of my friend's age, the staff assumed that she was out to wreck the room. She came as a favor to me, generously offering to help with the children. She is not the type of person to cause any damage. It was rude and uncalled for. And... if we can't get her the key, how are we supposed to get her the pass.... I went to the guard gate and basically begged for help. They could not have been nicer. This lady said, yes, what's her name, what's your room number. I also gave her my name and cell, just in case there was an issue. There wasn't. The security guards were fabulous.
I had two other encounters with the front desk staff. Once, i came to see if printers were available. She was too busy talking on the phone. There were two women there, laughing in the back. Yeah. Nobody bothered to help me. But i saw a coupon book, and it had what i needed. BTW, when I called, I was told the incorrect info. There is a charge to use the internet (?????) and the printer. What a rip off. My last encounter was when I needed a clean set of sheets. We are here for four nights. They acted like it was THE biggest inconvenience to check and see if any were available. Then, they suggested I just wash mine. Um. No. It clearly says I can exchange my sheets.
Now, let me just add it seems to only be the front desk. Maintenance had to swing by, and this gentleman was so nice as he unclogged our toilet. He was patient with my two little girls sword fighting nearby, and laughed and joked with them. It was such a pleasure after our other experiences.
I'm sure management might come on and say oh, this isn't' typical. It is. There is absolutely no other explanation. I talked with several other resort goers. One was a homeowner, apparently. She told me that yes, the staff is horrendous, and that they wish they'd never bought here, because they think people don't come back because of them. She's right. Despite the nice room, I don't see the point in coming back. If the staff is that rude to you for basic things, like checking in, what if I actually needed something?
Despite the cheap prices, go somewhere else. Oh, and housekeeping isn't included. That wasn't mentioned when we booked anywhere, or on the website that I saw. Just so you know. But they do leave a nice tip envelope for you. Oh, and the indoor pool was closed. They didn't say why, they were too busy to answer that question. When I inquired as to when it would open, their answer was "not today." Thanks.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.