Our week-long trip at this property just concluded, and sadly, it was one of the most frustrating travel experiences we’ve ever had. This was our third year staying here (alongside ~15 family members spread across multiple 2 and 3 bedroom suites), and after two wonderful visits in the past, we were looking forward to another great vacation. We chose a lock-off room as my Wife and I felt it would best suit our needs.
Instead, the trip was marred by relentless noise, rude and bizarre staff interactions, and a complete lack of accountability or basic hospitality. What’s most frustrating is that not a single person offered an apology or made any real effort to address the issues.
Here are the major problems we encountered:
1) Nonstop Noise from the Connecting Room: From the moment we entered our room, it was clear we wouldn’t have a moment of peace. The connecting room housed at least six people—two adults and four children, with two grandparents joining midweek. Every day, from morning until late at night (as late as midnight), we endured kids screaming, parents shouting at full volume, loud music, and constant banging on the walls. The kids also ran unsupervised through the hallways, screaming while their father yelled at them from the doorway. Even worse, their fire alarm went off at 11 p.m. one night, waking us and many others. Adding insult to injury, there was a device in their room that beeped loudly every 30 seconds all night long. Security claimed to have spoken with them multiple times, but nothing changed.
We have multiple videos from throughout the week highlighting how bad it was in our unit. These were showed to both the front desk and security.
On our first night, we asked to be moved to a quieter room. We were initially told a room would be available the next day, but it would be on the first floor next to another loud family and directly facing the parking lot. The front desk suggested that if we wait another day the would be a better option. That evening, I checked again to confirm the better option, only to be told the earlier information was incorrect, and there were no available rooms after all. This lack of consistency and communication was infuriating especially given that we only didn't take the new room because of their own convincing.
2) Laundry Room: Midway through the trip, we used the hotel’s laundry machines. When we returned to transfer our clothes to the dryer, the room was a disaster. Another guest’s machine had backed up, flooding the room and her clothes with water and paper towels. When we opened our washer, it hadn’t drained, forcing us to reach shoulder-deep into soapy water to retrieve our clothes. Staff arrived, took our room number, and eventually called the engineering supervisor. He ignored us completely and instead got into a shouting match with the other guest, blaming her for the issue. Not once did he acknowledge, speak, or apologize to us for the inconvenience, let alone offer us a solution.
3) Housekeeping Intrusions: On Day 2, housekeeping barged into our room at 7:30 a.m., waking us up. They returned twice more that day, later claiming they thought we had switched rooms. When we requested a “Do Not Disturb” sign, the front desk said they would find one. An hour later, they called and rudely told my wife they didn't have any left and asked “Why do you need one anyway?”
4) Restaurant Refusal: After traveling for 15 hours, we arrived hungry and exhausted, hoping to eat at the hotel’s restaurant. It was 8 pm., and the restaurant’s posted hours said they closed at 9. However, the hostess turned us away, saying the kitchen was shutting down early. Very weird and tone-setting for the trip.
5) Towel Service: On Day 2, I tried to get towels for the beach but was rudely told I had already taken four—despite not having taken any. It turned out our noisy neighbors had taken eight towels, and staff assumed we were with them. While this was eventually cleared up, I had to re-explain the situation the following day. On the third day, they were completely out of towels altogether (at 11 am).
6) Blinding Smoke Detector: The smoke detector above the bed flashed a green light every five seconds, bright enough to disturb our sleep. When we reported this, a security supervisor reeking of cigarettes dismissed it as “normal” and told us to deal with it. This only became noticeable after the neighbors set off the alarm, but this might have been a coincidence.
7) Management’s Lack of Effort: On our second-to-last day, family members offered to swap rooms with us since they’d be out for most of the day and wouldn't be affected by the noise from the neighbors. I asked the front desk if the room could be cleaned before they moved in. The desk agent was polite and said she’d check, but her manager made a disgusted face, rolled her eyes, and snapped, “Absolutely not, we don’t do that.” This level of disdain from management was shocking, especially given the circumstances.
Despite filling out multiple incident reports and raising these issues repeatedly, we never received any acknowledgment, let alone an apology. While we understand the challenges of managing a property during the busy holiday season, the complete lack of effort to address even basic concerns was unacceptable.
This was an expensive trip at the busiest time of the year, and while we’ve always been loyal Marriott guests, this stay has made us question that loyalty. We wanted to leave excited to return like in previous years, but the poor handling of these issues and the indifference of the staff have left a bitter taste.
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