Marriott Sanibel Harbour Resort & Spa

We stayed in the Marriott Sanibel Harbour resort. The experience was great. One of the people that made the experience memorable was Eka, she was very attentive to our family, remembered what my daughters liked to drink and eat, and even surprised them with a dessert. Her attention to detail was what you expect from a person with many years of experience in the hotel service industry.

Coffee shop and employees

Parking was confusing

When we first got to the resort our reservation was not showing up. Staff members at the desk Andre and Alex were fantastic in getting everything taken care of. Alex went out of his way to make sure we had a nice room with a nice ocean view and helped with parking accommodations and restaurant coupons. Our waiter Jose at Charley’s Cabana Bar was outstanding! Jose surprised our son with a wonderful birthday treat! The pool was also fantastic. Overall a very nice experience.

Where do I start? The hotel is pretty, on the surface. We were there for the weekend, At check-in, the valet/front door attendants were exceptional! Very welcoming and informative. He seemed like he enjoyed being there to assist us, which is phenomenal itself. Now at the front desk, she did not seem busy. There was no line or phones ringing. However, she seemed miserable. She didn’t smile and her tone was bored. She went through the property information, so fast that I only got “scan the QR for room service menu”. I had to go back out and ask valet for directions, simply because he made me feel more comfortable and less of an annoyance. Now the room, it smelled musty. Everything seemed damp in the room. Again, I didn’t want to burden the girl at the desk so we just opened the sliding door to get some fresh air into the room. When going out for the evening, we waited 15 minutes for the elevator. There were four elevators at this landing and only two working that we saw. I asked and was told those were the only elevators. So only two elevators for 8 floors of rooms. Very small elevators at that. We self parked because we didn’t plan to use the truck and didn’t want to take up valet spaces. Going through the parking garage the smell was nauseating. It smelled like straight sewage. Now all of this was bad enough, but the worst is yet to come. When I decided to make coffee because the coffee shop was closed, I found that the coffee box had not been cleaned. I do not mean the coffee pot. I mean the box that hold the sugars and teas/coffees, and creamers. I did not notice until I put my hand inside to grab the creamer and sugar and was met with slime and fuzzy growth. I gagged, washed my hand and went down to the front desk. This was unacceptable. When I explained and offered to show some pictures I was able to grab before rushing to the toilet, I was offered a new room. Sounds great, but it was 5pm on the day before I was to check out. So I declined that offer, but nothing else was said, except “can you send the pictures to my email?” … at check-out the next morning, I had planned to address the lack of Marriott standards, however I was not given the chance. So here I am to warn others that while this property holds the Marriott brand, it does not provide the Marriott service or feel. If that is what you are looking for, it isn’t at this property. The only thing this property has is the phenomenal views.

Beautiful place ..food was good , location was great - clean ..everyone was helpful and friendly until...Checkout go to get car from valet and he brings the car around , gets out - locks doors and holds keys for ransom!! "Tom" was his name , the only rude person the entire time / the valet "James" was extremely nice she was going to tip $40 and he looks at her with keys in hand when she asked for them and says "what you guys don't tip !!" - she grabbed the keys and left - the evening before we walked to dinner , a gentleman returned and tipped him and he sat there at the counter counting tips ‍- very disappointing-way to ruin a vacation, leaving with a sour taste

The hotel itself is gorgeous. We stayed in the main tower with a waterfront view. The pool was heated to a comfortable temperature and so beautiful. The customer service however was sorely lacking. We ordered food poolside, and asked that it be prepared so when we came down in 20 mins it would be ready, as we had booked a harbor sail that we needed to rush to. The order was put in and billed, but when we came down 20 mins later, the food wasn’t ready and we had to wait another 15 minutes and no one seemed to care that we were in a hurry. We had to chase down our server to check on the food repeatedly, The valet parking had some good attendants but some really bad ones as well. One valet didn’t put our keys in the proper box and so when we retrieved our car, the first attendant couldn’t find the keys. Instead of asking around, he just said I can’t find it and stopped looking. Other attendants we asked said they didn’t know, We waited 12 mins just to get the keys, and we had to ask multiple attendants because each one said they didn’t know where the keys were and didn’t actually look for them. For a resort, the customer service is absolutely lacking. Probably the worst service I’ve had at a hotel in 5 or more years. I get better service at courtyard Marriott and Hampton inn.

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Pools, SPA and Staff