So, let me first begin to let you know that I travel about 90 times per year on business, stay at Marriott properties during all of my stays, and spend about 30 days in Boca Raton at the Renaissance. I am a Platnium Elite member. I have reviewed this property numerous times and have always provided high ratings to both the staff and facilities. During the holidays, I returned with my family and to my surprise, many changes had taken place, one of which was a "renovation" to their rooms. The new carpet was nice and some new furniture was a plus, but the old phones, archaic and noisy wall mounted a/c and old fixtures should have been part of the reno (my opinion). Still, we were excited to be back with family, that is of course until there was a knock at the door and my son answered it. He told the Lorrie from the revenue department and Peter from the front desk that I was on the phone with a client. They told him it was important and they needed to speak with me. I got off the phone with the client and went to the door. Lorrie, whom I have actually never met before decided it was her place to accuse me of staying at the hotel under a fraudulent rate and that I was committing fraud against the hotel, (the same hotel that I have given about 25K over the past 4 years to). Her tone was loud and accusatory and caught the attention of other guests in the hotel. She continued to tell me that the rate I was booked under was fraudulent. I explained to her that I did not have access to the computer and was not able to book my rates. She continued to call me a liar in front of my son, while Peter watched on. I decided that it was time to go speak with the GM, and the two of them accompanied me down to him. Perry, who is their 3rd, or 4th GM in a very short period of time listened to what I had to say and seemed very empathetic. He knew nothing about the situation and was horrified when I shared the details with him. As part of the compensation, I asked that Lorrie in revenue provide my family with an apology. Perry initially said he would do so, but then retracted it saying that he would offer an apology on behalf of his employee. This was a huge error in judgement in my opinion, because what it shows me, is that he accepts this behavior on the part of his staff. The end result, is that he comped the stay for us (although I am still waiting). To make things right, she should have apologized for her lapse in judgment. In all fairness, Peter did apologize acknowledging it was not right - so good on him. The good news is that I stayed at the Boca Marriott across the road last week and was very happy with their hotel.
- Official Description (provided by the hotel):
- Discover the Renaissance Boca Raton Hotel, a resort style, boutique Marriott hotel located in the heart of Boca Raton, FL. Steps away from Boca Town Center Mall, home to high end anchor stores and Apple. Host hotel for the 2011 Allianz Life Golf Tournament. Just a few miles from the white sandy beaches of Boca Raton, home of the International USTA Tennis Championships. Local attractions include the Morikami Japanese Gardens, Gumbo Limbo Park & Nature Center. Boca Raton is a mecca for higher education, including Florida Atlantic University (FAU), Lynn University, St. Andrews and Pine Crest Preparatory schools as well as corporate business headquarters such as Tyco, Office Depot, Oce, Jarden, GEO Group. Our Spanish Mediterranean style design and waterfall, resort style pool and tiki bar create a true South Florida experience. This Boca Raton hotel's 15,000 sq ft of flexible indoor and outdoor venue space is perfect for meetings, conferences, weddings and other events. ... more less
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- Also Known As:
- Renaissance Boca Raton
- Boca Raton Renaissance