Marriott's Manor Club at Ford's Colony

The worst New Year’s Ever! There was no heat. The TVs didn’t work. We were transferred to another suite the following afternoon and it smelled like someone had died in there. We had to cut our vacation short and travel all the way back home. Then we found out that an employee had used one of our credit cards to book another room after we departed the premises. Double check your credit card statements. There is a theft on the property.

The new Marriott Ford Colony staff is the most IRRESPONSBLE, UNORGANIZED, UNETHICAL, ILLOGICAL, INCONSIDERATE, and DISRESPECTFUL group of employees that I have ever experienced in my 13 years of being a Titanium Elite Member of Marriott. A staff member FRAUDULENTLY used my credit card for UNAUTHORIZED CHARGES after I left the resort. What I thought was a clerical error has now become evident as a scheme to defraud customers by using their credit cards to pay for lodging for their family/friends. On 12/31 I stayed at Marriott’s Ford’s Colony after enjoying a trip to Busch’s Garden light display. We rushed back to the resort to enjoy the New Year’s Eve Concert and Countdown on TV but at approximately 11:30 the TVs along with some lights and the heat went out. I called the front desk numerous times and was promised that a building engineer would come. No one ever did. We spent the night FREEZING. No concert. No countdown. NEW YEAR’S EVE COMPLETELY RUINED! The next morning I had to continue to initiate contact for assistance with heart and restoring the electricity. A building engineer arrived around 11:30 AM, replaced the fuses, and offered compensation by the way of points and a reduced rate for my stay. Around 12:30 PM, the front desk manager on duty called to notify me that I would be moving to another building and that she would bring me a key when it was ready. She asked that I would take no more than 20 minutes to move because they will have to get my current room ready for new occupants…which meant I would have to stay around the property waiting for a phone call. It was inconvenient, but ok since we had been up until almost 6:00 AM FREEZING in the room overnight. So at least we could some sleep. WRONG! Housekeeping changed on the door around 1:20, 2:12, 3:09, with me telling them each time that I was still a guest and was waiting to be moved to another room. I requested for the front desk to contact their manager so I wouldn’t be disturbed again and I could finally get sleep. That didn’t happened. Around 3:45, I was brought the key to change building. After packing the car, and driving over to the new building, and then unpacking again, we entered a room that would make you bend over and vomit everywhere if you have a weak stomach. The smell of spoiled raw meat and feces, filled the room. Apparently there was some kind of sewage issue that permeated the entire unit. I immediately called the front desk to make them aware of the issue. There were no apologies and no offer of moving us to a more suitable dwelling. I informed the front desk manager that I was leaving and will be returning the key. I witnessed a building engineer going in as I was leaving the property. We took all of our items back downstairs, repacked the car and drove to the front desk. Again, no apologies for RUINING New Year’s Eve, nor New Year’s Day. I returned the keys, and the front desk representative told me that she would send me a copy of my bill and cancellation when the computer came back up. She went to get the manager to help with the print out and possibly offering me other accomodations, but she wouldn’t come out of the office. I left, filed a complaint with the corporate office over the phone, and drove drive 3 1/2+ hours back home on 2 hours sleep. I was emailed a copy of the Cancellation and the final bill that showed one night’s stay. It was not until I was doing my Expense Report for my organization that I discovered that the staff had rebooked a room using my CORPORATE CREDIT CARD on file for a stay on 1/1/26-1/2/26. Thinking that this was a quick fix, I called the property, spoke with a hotel representative and Aria, the manager who immediately dismissed my concern and request to reverse the erroneous charge on my CORPORATE credit card. I requested for a print out of key fob activity of entering and exiting the room, housekeeping logs for service, and I provided proof of a detailed account of my stay and evidence of an CONFIRMATION OF CANCELLATION, INVOICE OF MY STAY, AND LIFE 360 log showing that I never stayed in the room on 1/1/26 but arrived back home around 7:40 PM that night. She talked over me, accused me of lying and became rude and abrupt as if she were the one that criminally used my corporate card. I filed another complaint with the corporate office who sent a request to reverse the charges, but informed me that this property only carries the Marriott name and is managed by a private franchise owner. They contacted the property and spoke with Elmer Martinez, the Resorts Operations Coordinater, who said that Aria told him that someone walked into the room at 4:04 PM and never walked out which is completely ridiculous since I drive to the front desk, returned the key, and was emailed a copy of a Cancellation Confirmation along with an invoice that just showed one night’s stay. (To this day, there is no invoice of a 1/1/26-1/2/26 stay in my Marriott folio-only a fraudulent charge on my credit card). I contacted Elmer too, but the Cognitive deficits of this staff as a whole does not allow for logical deductive conversation. I emailed him with evidential material and I have received no response, and he refused to come to the phone thereafter. Calls to the General Manager, Crystal Fitzwater have gone unanswered . As of right now, the resort staff has REFUSED to make an adjustment, and since this occurred on a credit card that I didn’t check in with and AFTER I had already left the property, there could be no other scenario than a staff member used my credit card for someone other than myself, and this criminal activity is being covered. I had no other option than to file a case in the local jurisdiction against this property, and staff members, for fraud. What would have been a reversal for an unauthorized charge has turned into a greater public case of fraud against the owners of Marriott Ford’s Colony. Needless to say, this ends my long time support of this location as my “home away from home” has become a nightmare.

It's was in a great location, quiet, clean and relaxing.

We were too far from the gym and spa.

This is our 4th visit and property is still great

The new $20 a day parking pass. I’ve been coming for years and was shocked there’s now a parking fee. This made me consider not coming back.

Beautiful, clean, safe, a lot of amenities.Respectful, efficient staff.

Parking fees

Na

Na

The rates were great.

Not excepting cash

Our room was wonderful! Just perfect for my hubby and I for the time we spent there. Even though there is construction in the area, it was still beautiful. The staff was very nice.

Since we were there for four nights, I would have liked to see the towels changed out one time during our stay.