Orlando Marriott Lake Mary

Came for a conference (but not a business conference) that had about 150 attendees. We made the reservation three months in advance, for two rooms with two Queen beds. Got the confirmation, thought we were good. Showed up and they had put us in ONE room with King bed. Not with four people! We showed them the confirmation email and the front desk was like, "Well, that's not what it says in our system." We finally got it worked out so we had what we had reserved, but it took quite awhile and required standing in a long queue twice. The rooms were decent, no complaints. They were clean upon arrival. Housekeeping didn't show up while we were there, so we had to go to the front desk to get more toilet paper and towels. Seems like a real miss there. The most disappointing thing was the Bar/Restaurant. On a 5-point scale, I'd give food operations a 2 and the bar staff a zero. Absolutely the WORST. SERVICE. EVER, and I've stayed in Marriotts all around the world. The bartender actively avoided talking to customers or taking orders. She was far more interested in standing with her back to a FULL bar and spending all her time checking bottles of syrups, olives, etc. It took 15 minutes to get her attention to order a glass of wine. She never smiled or welcomed us the bar, never displayed her name tag. Despite calling out and trying to wave at her for another 15 minutes, she never asked if we wanted a second drink. She also never asked if we wanted to close the tab (which we opened by giving her a credit card and specifically said that we would have more than one drink). Our conference was not a surprise to the hotel. If their bar staff couldn't handle us, they should have had more people on duty. I shudder to think how bad it would be if there was a really large conference here. And for the love of all that's holy, they need to find bar staff who actually enjoy working with the public.

I was very disappointed with our recent stay. When we arrived, we were told we would receive a text when our room was ready, but we never received any notification and had to go back 2 hours later to the front desk ourselves to ask. This caused unnecessary waiting and confusion. At the bar, we watched both bartenders leave at the same time, leaving the bar completely unattended. While they were pleasant when present, the lack of attentiveness was frustrating. Our bags were left in the baggage room, and I had to knock on the door to get the bell staff to come out so we could retrieve them, again showing a lack of attention to guests. The room itself was worn and in need of maintenance, with both bedside tables missing wood on the front. Overall, this stay did not meet the standards I expect from a Marriott property.

My wife and I travel a lot, in and out of the country. In all our travels we have never been greeted in such a warm and caring way. Upon arrivle, Jay met us at our car and very respectifully unloaded our car with an enlighting positive and informative conversation (almost like meeting an old friend). During our stay we had many questions of which Jay always had the answer or suggestion for us to consider. He really added value to our stay. He really sets the example of great genuine customer service. A lost factor in todays customer service! He should be in Corporate training helping set the standard.

My recent trip to Lake Mary was excellent. I enjoy having a few drinks at the end of the day at the bar . This trip however, the bar was packed! The barmaid, Jennifer, was doing an awesome job! Everyone seemed to be having a great time and never heard a complaint about slow/long wait time to get a drink. I could see she was taking care of each customer and running from one end of the bar to other to ensure everyone was taken care of. It was great to see a barmaid be so engaged in her work and trying to make sure the place was filled with happy customers. I will be back again when I’m back in town, found a great place!

I stayed at the hotel for an event and had a wonderful experience. I am truly happy and grateful for the staff—especially Jan Balanay, the Bell Captain, who is an exceptional person. He was incredibly helpful and offered the warmest, most genuine hospitality. All of the other staff members were also very friendly and respectful. I would highly recommend this hotel to anyone visiting Florida for an enjoyable stay.

The Bell Captain Jay Balany always goes way out of his way to help our very large group; Disabled American Veterans. 30 of us every year for 5 days. He should be considered a highly valuable employee and appreciated.

Check-In was 4:00 p.m. based on the whole hotels policy. However, we could not check in until 5: 30 as the rooms were not ready and still needed cleaning. They told us that they would contact us when the room was ready. However, we had to proceed and go back again after waving and request a room again. Additionally, there was only one key card that had to be shared by family members. Rating them good. Might have been an overstatement had it. Not been for Paul and Jay. The bellman who assisted us with transportation. I would have rated them a six. The rooms were clean and neat. The shower is excellent. Keep these things in mind if you book this hotel.

Amazing trip and stay! Thank you so much! Thanks Jay Balanay. It was truly a great experience