This was our first visit to the Marco Beach Ocean Resort although I'd passed it many, many times on the way to the Hilton Marco Island. We decided to stay one night in Marco on our way to Key West and also booked one night at the Marco Beach Ocean Resort for our return trip. I selected the Marco Beach Ocean Resort because of the Tripadvisor reviews and photos shown on the hotel web site.
Let me preface this review by saying Brian, the Front Desk Manager, addressed and resolved to our satisfaction, areas of concern, however; I would not return to this hotel for the following reasons:
The view from our "One Bedroom Suite Full Gulf View" room overlooked the rooftops of a condo complex and one floor of the hotel. The Gulf is off in a distance and certainly not what I would consider in "full view.". Hotel management cannot control the location of the property but be aware that the hotel is set close to the road, not the Gulf.
Upon arrival, the valet was nowhere to be found. We waited and eventually he arrived and reluctantly greeted us. I opened my own door and my husband removed our luggage. Later that day, the same valet from the drivers seat, reached over the center console a flung the passenger door open causing it to swing back and close again. Is this how you respect your guest's property?
We arrived about a half-hour early and I appreciated having access to our room earlier than check-in. The Front Desk Agent extended a half-hearted greeting, at best, and promptly asked for my credit card and identification. No warm welcome to be had that day.
Our room keys did not work so back down to the lobby we went. I was instructed to insert the key very slowly, but if that didn't work, it may be a malfunctioning lock.The second set was very touchy as well, requiring multiple attempts until the door opened.
Our luggage arrived within the hour but was placed on the luggage rack next to the sliding closet doors in the bedroom blocking access to the closet, telephone and bed. I had to move all 5 pieces to a more suitable location. It was then I noticed the dresser is actually inside the closet allowing only limited access to the drawers because of the nightstand immediately in front of it. The ironing board is housed in the closet next to the dresser. If you have a bad back, don't even think about maneuvering it out of the allotted space. I've posted a photo of this arrangement.
You have to walk through an underground parking garage to get to the restaurants. Not wanting a big meal, we opted for the outside snack bar where we ordered 2 drinks at $11.00 each, served in a plastic, ice-filled cup and a basket of fries. An 18% gratuity was added to the bill for what was mediocre service.
Around 7pm we visited the pool area.. Towels were scattered about the deck,, furniture disheveled.. When we walked toward the pool bar, the bartender looked directly at us and turned out the light. So much for service above and beyond.
There is a nasty lip on the sliding glass door leading to the patio. You're expected to know this as there is a sticker posted warning you to watch your step. I've posted a photo of the sticker in our room, about 2 inches of worn letters, peeled and folded over on itself making it near impossible to detect or read.
The front of the cooktop was crusted with dried food/liquid. The oven could have been cleaner and the can opener should be replaced. Picture included..
The toilet did not work properly. It would flush but only if the handle was held down through the entire process. Not wanted to spend my evening with the engineering dept. in our room, we dealt with it.
Showers are very narrow. My husband has broad shoulders and had a difficult time in such a small space.
The furnishings are comfortable and attractive, although the living room is very crowded. There is a huge armoire that goes through the wall, housing a very small flat screen for both the bedroom and living room. Again, a huge piece of furniture with no storage capability.
Room service was prompt, food was average. You will pay 18% gratuity plus a $5 delivery charge.
I simply wanted to check-out and did not ask for compensation of any kind. Brian offered to refund half of the $200+ room charge. He was polite, professional and concerned, unlike others I encountered.
During check-out I forgot to cancel the second night I'd booked for our return trip. Less than one hour later I contacted the MBOR reservations dept. It was Monday morning,, the reservation was for the following Thursday. I was told I could not cancel my reservation as the hotel has a 7 day cancellation policy. I asked to speak to Brian and told the agent I'd had an unpleasant experience the night before. She abruptly told me that Brian was "not her Manager," but she would let me speak with someone. I was put on hold and shortly thereafter she returned to me stating my credit card would be "refunded" for my upcoming stay. She was abrupt and curt and only wanted to dismiss me. No apology, nothing that would indicate the least bit of concern.
I can only speak to my own experience with the MBOR. Needless to say, I will not be returning.
- Official Description (provided by the hotel):
- The resort epitomizes the AAA Five-Diamond standards. Marco Beach Ocean Resort features casual and elegant dining, a spa and fitness center, pool and hot tub, rooftop gardens, four miles of white sand beach and nearby golf, tennis and shopping. Complimentary smoothies on the beach and pool offered daily at 3pm. Wireless internet available complimentary to guests. ... more less
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- Also Known As:
- Marco Beach Ocean Hotel Marco Island
- Marco Island Beach Ocean Resort
- Marco Beach Resort
- Marco Island Beach Ocean Hotel
- Marco Beach Ocean Resort Marco Island, Florida