Marriott's Manor Club at Ford's Colony

All great

Very nice location and great place!

N/A

Facility location, upkeep of grounds, friendly staff, quiet facility, room cleanliness, everything!

Nothing

The location was beautiful and convenient to where I was visiting.

All the above! Wonderful!!

Beautiful property, sauna, jacuzzi, pool

N/A

DO NOT RESERVE ONLINE. Had a recent horrible customer service experience. I reserved a room online and had to change our trip dates. Per Marriott's 72 hour cancellation policy, I cancelled my reservation online 3 weeks in advance and my account initially indicated that the trip was cancelled. However, before the cancelled trip, Marriott sent me a welcome email. I called immediately and informed them I had already cancelled and they redirected me to a reservation specialist who told me everything was properly cancelled and there was nothing else I needed to do. She repeated, after my pressing, that it was properly cancelled and I would not be charged. However, information on my cancelled trip was mysteriously removed from the reservation system and my online account and Marriott ended up charging me. I had to once again explain that I cancelled online and on time and was informed by a reservation agent on the phone that it was cancelled. Marriott simply informed me that I have no proof. In a world full of hotels, including some great options in Williamsburg (highly recommend the colonial houses if you get the chance), Marriott, and sadly Fords Colony, has lost my loyalty.

The layout of the room. It was quiet and the premises were clean.

The comfort.

Despite the comfort of the room, we will likely not be staying at this property because of several key inconveniences. 1. There is no way to chat with anyone on the phone. The hotel's AI chatbot "Eva" is horrific and every time you opt to reach someone live, only the AI chatbot responds. 2. Cannot believe that after booking a villa and upon providing the confirmation number for our 5th villa booking, someone called the day of the check-in to say, that the villa was no longer available, which caused the family to be split and to urgently at the last-minute scramble to find another hotel. The horrific part is that the hotel reception rep called to say that the booking was not available because the villa was out of use now but not able to help in finding an alternate accommodation; rather saying call the booking number since we do not provide that service. What kind of service is that? If the tables were turned, how would one feel? 3. Basic necessities, available at even two and three star hotels such as complimentary water bottles or coffee not available at the lobby nor in the room despite being a marriott member.