TownePlace Suites by Marriott Orlando Altamonte Springs/Maitland — Hotel in Altamonte Springs

Summary:

The air conditioner was broken the first night, turning the room into a sauna.

In 5 nights, the room was not cleaned a single time, despite Marriott/Bonvoy having a policy of rooms being cleaned every other day.

My wife and I stayed at this property from December 26 – 30, 2023, and it was our worst experience at a hotel in our lives.

We checked in late on the 26th to get to be greeted by a 75-degree room. We went to inquire at the front desk, and they said they couldn’t help because they were at 98% capacity. The next day we asked for refund and were told we booked non-refundable rooms through Marriot/Bonvoy, we’ll discuss Marriott/Bonvoy shortly and why I’m done with the whole brand. They later sent a technician to the room, and we found out the air conditioning unit was actually broken. We were then switched to another room.

On our third day, after returning to the hotel we found that the room had not been cleaned. On the Marriott app, it stated that the room would be cleaned every other night, we went down to inquire about the room and was told by Roan Taylor, that it was this property’s policy that they only did a “refresh” on the 4th day of a continuous stay. This 4-day policy was in direct conflict with the Marriot/Bonvoy app, so either the property or Marriott/Bonvoy is engaging in false advertising. Again, we asked for a refund so we could leave and were denied. They then sent someone up to take the trash bags out and give us fresh towels. Roan offered us 5000 Marriott/Bonvoy points and I walked away.

On our fifth day, before we left, we asked house cleaning if our room would be cleaned, and they said yes. We came back to our room and found unsurprisingly that the room was not cleaned again. At this point my wife and I figured we were being targeted or this hotel was comically mismanaged. So, they could not even meet their own 4-day cleaning policy. At this point the toilet paper is running out, we need new towels again, and the trash to be taken out, but my wife was so tired of this property’s front desk that she asked me not to go down and ask for a manager again. So, we called Marriott Bonvoy, and they have been politely brushing us off for the better part of three weeks. When we call, they are always so sorry about our experience, but ultimately unable to do anything.

So, here’s my recommendation, don’t come here to the TownePlace Suites Orlando, Altamonte Spring/Maitland. Spend more money if you have, or spend less and go somewhere else. The juice is not worth the squeeze. Like everyone who may read this review, I work a lot and hardly have the time to pen an essay about my stay. But my abysmal experience, and a wasted $700+ on accommodation led me to warn anyone else who may land in the crosshairs of this poor excuse for a hotel.

PS, to the fake customer service agent that will undoubtedly comment on this review, save the keystrokes, and respond to my open complaint with Marriott Bonvoy. My case number is 5228-89941, and don’t try to the close the ticket again without issuing a refund. Points are no use to someone who will never stay at another...

This was a quick weekend trip for a softball tournament. We checked in Saturday afternoon, stayed the night, and checked out Sunday morning. The hotel is conveniently located close to the softball complex but the location also presented problems during our stay. Throughout the course of the Saturday night and early morning there were a number of what sounded like street races going on. The hotel can definitely use some window soundproofing!!! My god! It was very hard for us to sleep through the night with the car and street sounds coming in, we were on the second floor, and we could also hear hotel guests in the parking lot and on the sidewalk having conversations (especially loud, drunken ones). We could also hear the families from the rooms next to us& their loud small children. Ugh!. Especially when the air conditioner would shut off, we could hear every single word! You can imagine how frustrating this was. The air conditioner itself was extremely loud, it was another issue for us while trying to sleep the night, it would shut on and off every 20 min or so, but while it was on, it sounded like a nightmare of rattles. The rooms have small a kitchenette, and the refrigerator was another contributing factor to the noise. (I know, it’s the noises that did it for us!) It would also turn on and off throughout the night not letting us sleep. And the last noise issue was the toilet, it was not being used yet the tank would sound like it would open up and start to take water in, very loudly every hour or so in the night. The bed was comfortable and the sheets looked clean, but the room itself was dirty, there were hairs in the shower floor also in between the sofa cushions, there was food residue inside the fridge and sink. The room did not smell clean overall but we were there for one night so didn’t wanna make a huge deal. My husband, who was particularly tired, and needed to rest for the tournament was very upset that he kept waking up throughout the night and wasn’t able to get a comfortable sleep because of all the noises. As for the common areas, it looks like several sporting events were going on in the area because they were so many kids and young adults during our stay. What stood out the most was the chaos in the main lobby by the breakfast area. So many kids trying to eat were making a mess. Every time we walked by the area to enter, or leave the hotel, we would look over and it was absolute mayhem. The floor was disgustingly sticky with food everywhere, the mess was tracked onto the elevator hallway, and inside the elevators themselves. Not sure if the hotel was short staffed during a high-volume weekend with a large number of minors but I hope they learn from this kind of stuff and start to proactively, predict these peak seasons for sports and kids so that they can prepare and have more housekeeping staff on duty. Overall, there is nothing exceptionally great about the hotel that I could see is memorable. It’s just an average place to stay. I would encourage management to get stricter with housekeeping. Last thing I will recommend is to soundproof...

During the COVID pandemic, this property did not take proper measures to ensure rooms were clean and sanitized. I learned a valuable lesson on our recent trip, before unpacking, thoroughly check that the entire room was cleaned. We arrived after a 14-hour drive. I hurriedly unpacked and settled in. My guys were disturbed by a little girl's headband that was left on top of the fridge. The bedroom looked to be cleaned. That is where I spent all of my first 30 minutes upon arrival. Our stay was for 4 nights. I noted that the towels were not set as they normally would be after a room was cleaned. I would mention that was not ours. When I moved a container, I found room keys from previous guests! When exiting, there was cleaning staff outside our room, so I asked that they clean our room. I was told I would need to tell the front desk. Crystal was working the front desk that Monday morning. I asked her to contact Housekeeping and have them clean our room. I then showed the pictures of the questionable set-up of the bathroom. I also asked to speak with the manager. Milad Mehdi listened to my complaint, went to the computer, looked up our reservation and told us "there is nothing I can do, you are booked through a third-party." You could start by having our room cleaned properly. He offered us points. Whatever just get our room cleaned. We returned to our room. It had not been cleaned. The next morning, I asked the front desk to speak to the manager. He would not be in till 9. I explained the problem and asked for our room to be cleaned. Approximately 2 hours later, Milad calls me. He accuses me of being at fault for not asking him to clean my room!? WHAT? He is putting the blame on ME FOR NOT HAVING A CLEANROOM? THen I expressly asked to have our room cleaned. Upon arrival that evening, the room smelled fresh, trash was emptied, towels replaced. When climbing into bed, I noted my perfume bottled had been moved to another spot. THat is fine, but I had it to the right of the lamp by my lotion bottle. It was left on the left side of the lamp closest to the bed. For a reason, I quickly realized. My pillow had been sprayed heavily with my perfume. We had already made arrangement to cut our Townplace stay short so again I did not call front desk. If I were to do it again, I would have packed up my things the first night, asked for a new room or left...