Residence Inn by Marriott Orlando Altamonte Springs/Maitland — Hotel in Altamonte Springs

We are Bonvoy Marriott members and use Marriott frequently when we travel. Our check in was scheduled at 3pm. We drove 8 hours and arrived about 10min after 3 with our 2 dogs. We had a rehearsal dinner for our wedding at 6pm that evening. When we got there our room was not ready and the front desk person was very dismissive and unapologetic. We asked if there were any other rooms ready or anything that could be done…no. We asked when a room would be ready…they don’t know. We asked for a card for regional/district manager’s info and were given her card. We went back to our car and called, we had to go through a lot of phone options before we finally talked to someone. She told us there was nothing she could do, couldn’t make them do their job faster, and couldn’t give us a room through her end. We went back to the front desk to check on things again and they still didn’t know when a room would be ready. We asked if we would receive any sort of discount/refund or anything for not being able to get into the room at checkin time as we were paying for time that we were not given that severely altered our plans. Begrudgingly the front desk man offered us 10,000 points. While that did not fix our schedule problem it was something so we accepted and hovered around the lobby for 30ish min until a room was finally ready. We had to rush to get ready and didn’t have time to give our dogs a long enough walk for a through potty break before her had to leave for the rehearsal dinner.

We checked out of the hotel today and the points have not been applied to our account. The hotel was clean enough even though the room was fairly dated. There were 2 bath towels, 2 hand towels, and 2 washcloths, no extra blankets or pillows even though the room has a sleeper sofa in addition to a bed. There was not an overhead light and even with the 2 nightstand lamps and the desk lamp on the main area was pretty dark. The door latch was hard to open and close and was not very secure. There was an empty yogurt cup and receipt on the walkway by our room for the entire 2 days we were there, It wasn’t picked up even though cleaning came by the area at least once during our stay. There was not a room safe which we would have liked to have had to put monetary wedding gifts in. We were super disappointed with the customer service both on the phone and at the front desk and the lack of fulfilling the points we were to be awarded for the inconvenience and extra stress during our wedding weekend. I guess we will be sitting through a long phone call tomorrow to try get the points we were offered, hopefully they are more helpful than the last...

We had to be out of our house for 3 days w our dog and had no idea where to go locally. My husband works from home with a lot of phone calls and video conferences. We didn't need a place to sleep while we visited the theme parks. We needed a place to live for 3 days. Residence Inn really surpassed our expectations. The people were very friendly - always saying hello, offering to help, even just a 'good morning'. We rented the penthouse and were surprised by the great price. The place was very roomy, nicely decorated and CLEAN. We (and I think all their rooms) had a full size fridge/freezer, stove and microwave. Its stocked w/ silverware, cooking utensils, (even a strainer) pots, pans, plates and glassware. We loved they had a bag of microwave popcorn in the kitchen when we were looking for a late night snack. My pet peeve is hotel blankets. Usually stiff and polyester, it's never a comfortable night sleep. Theirs were soft and fluffy blankets, crisp white sheets and good pillows for our taste. I was surprised I slept good all 3 nights. It was quite comfortable. There are flat screen tv's in every bedroom and living area. It had clear reception and a good assortment of programming. The free hi speed wifi was a huge relief to my hub. His connection was perfect for all 3 days. Our dog was not a problem. There was dog waste bag stations by the walking path for the pets. I don't know how they feel about cats or other types of pets. One of the more important aspects was my hub couldn't be disturbed during the day w/ maid service or anything else. We let the front desk know and he was able to work just as if he were in his office. The breakfast is a free and had a large selection of items. Both hot and grab and go items were available. It all looked really good. They have special gatherings during the week in the evenings, although we were too exhausted to check it out. One night was smores. I'd have liked to try that. There's also a snack type area where you can buy a soda or small snack at odd hours. We didn't need it, but it was visible at the front desk. Being out of our house was an ordeal, but the Residence Inn was a surprising bright spot. It was the little extras that made it for us. We were actually able to relax a little more than we thought before the task of moving back into our house. If you need a local getaway, this is a great choice. Nice job Residence Inn Management and Staff!...

First off, this Residence Inn property is a combination of a lot of smaller, older properties - a few rooms to a building with several buildings that were probably old apartments. When we found our building while circling the property, we noticed there wasn't any parking anywhere nearby our unit. So be warned, if the hotel is at capacity, you'll likely be walking. We finally drug our stuff to our room and strangely enough, the door was propped open, unlocked. Surprised, we went inside to find trash on the end table and counter, dirty q-tip on the counter, and a white substance on the desk. The bathroom had not been cleaned, but the bed was made. There were no extra sheets for the couch bed as promised. We called the front desk, and Jose was the only one working at this point (so there was a noticable delay as we sat on hold not knowing if there had been nefarious activity in this room). After confirming they had no other rooms, he walked to our room to verify what I told him on the phone. Our only option was to leave at midnight to find another hotel, or allow Jose to service our room himself. Which he graciously did. We finally got back into our room after midnight and were promised that they would comp the room and provide some points for our troubles. When I inquired at the desk the following morning (while checking out), I was told that management has been made aware of the issue, but they haven't been in to do anything. So, I'm not sure what the final outcome will be, but I remain hopeful that they keep their promise. I am a Marriott lifetime titanium elite and also currently at Marriott Ambassador (the highest level) status in their rewards program. The room was booked on points through the rewards program. Hopefully they'll take care of the 20k points as they promised. I've stayed over 1000 nights in Marriott hotels, and have rarely had this...