Renaissance Boca Raton Hotel — Hotel in Boca Raton

I booked the Renaissance Boca Raton hotel vs the Marriott Boca Raton for a specific room option; 2 queen beds, pool view, patio, poolside access, guest room. This to accommodate myself and 2 adult children traveling with me for a spring break vacation.

I checked in at 10 am the first day. We sat at the pool while waiting for our room. The lady at the front desk said she would text me when the room was ready. We were at the pool all day. The front desk never text us the room was ready. At 5:00 I went to the front desk - where an incredibly loud saxophone was being played and echoed throughout the whole lobby making it very difficult to hear anybody - to see about getting our room. They put me in room 210 – a standard queen room (no guest room, no pool view, no pool access, looking at a parking lot). I said that isn't going to give me patio & pool side access. She said I didn't book that type of room. I said I most certainly did. I showed her my reservation confirmation with the room details. They oversold and don't have that room available. She said they will work on getting me into the proper room the remaining 2 nights. She asked that I emailed her proof of the room I booked to the front desk manager. I told the lady I expect to pay a reduced rate for the first night since I didn’t get the room expected.

The front desk lady called me at 9pm. She said they cannot accommodate my request. The best she can do is a King bed with pool access. I said 3 adults in a King Bed room? She said that is the only pool side room they have available. I told her that is not ok. She said she understands and will give me 10,000 points or $60 voucher for lunch. I laughed and said that hardly makes up for this mistake. She told me I will need to talk with the Assistant General Manager in the morning as this is the best the front desk manager can do.

I spoke with the assistant manager. He approaches me with an attitude and asked what he can do. I asked if he has been briefed on the situation. He said yes. What can I do for you. No smile. No apology. He makes me explain everything again to him and then again show him the booking confirmation. He was making me feel defensive when I am the PAYING CUSTOMER who was done wrong by THE HOTEL. He blamed the app. He said the room came through as a standard room. He said they don't even have such room configurations; 2 queens with patio & pool access. I told him the Bonvoy app (a Marriott app!) sold it to me, they took my money, and it a Marriott problem - who he represents. He would not hold himself accountable or his hotel. He insisted he cannot "create the room" to which I say obviously. At this point, I just wanted to be compensated properly for the terrible mistake. He never apologized – he was a rude, punk with an attitude. His don’t care attitude filters through to his staff too! He left me feeling very upset and stressed. Marriott ruined my vacation experience. And the best he could do was 10,000 points or a lunch. I said he needs to do better than that - he has 3 adults in a King bed. He said that is a minor issue and for such minor events, that is what he can do. I said then at least do both. He said no - one or the other. I was so angry and said just give me the points.

I have tried escalating through customer service and corporate to which nobody has cared to reply or acknowledge the situation. All escalations have been met with bounced back emails including emails that the customer service manager from Marriott sent to the local hotel management team.

I travel weekly and loyally stay with Marriotts. I don' t think they deserve my loyalty after...

On March 25th 26th my Son and I stayed at The Renaissance Boca Raton hotel in Florida, this was a stay of necessity not pleasure. I have never written a letter of complaint before but in light of the condition and times (Covid) I thought it imperative. We stayed because our home was being tented for termites it was close and I knew well of it. My son is a 34-year-old quadriplegic (meaning paralysed from the neck down) so we needed a handicapped wheelchair accessible Room. I was told they only had one with a wheel in shower in the hotel #238 they assured me the Room had a refrigerator and a microwave (both required for certain medications for my son) their weren't any handicap rooms available except for a suite. Ater I asked 2 times they did discount that Room on account they couldn't accommodate the disabled. We arrived, I was directed to check in to where I should park and enter. I was offered no assistance with my luggage. I could not open the door on the side of the building they told me to park, as it didn't automatically open. I had to push in the luggage trolley alone, with my son in his chair.......needless to say it rolled down the ramp and I lost everything. From that point on it was nothing short of a disaster, no microwave a broken refrigerator (replaced with one that had black mold in it with human hair). no where to plug in the coffee pot without asking for an extention cord the Room had not been cleaned, other than the bed looked fresh and changed-but who knows. The table and furniture were not cleaned, there were stains (the wet spot) on the edge of each of the couch cushions. There appeared to be coffee spills down the walls and all over the mouldings. A smudge on the closet door that appeared to be dry blood. A dead roach in the hallway outside for 3 days. The staff not even a hint of concern for customer service. My Room was entered twice without so much as a knock when I ask what they were there for, they said nothing and left, not even sure they were staff.... As I pushed the door to close but apparently it never closed fully. The security is a very big concern all the doors are open anyone off the streets enter without a key up until 11pm. I really could go on and on. Ohhh but one more thing Don't forget your mask as I forgot mine in my Room trying to not miss breakfast, and asked the front desk if I they had one and I was scolded by the front manager that its part o my everyday clothing when I wake up in...

We arrived at 2:30pm expecting our room to be available for the 3pm check in time. As Father of the bride, and the one responsible for securing 26 rooms and over 40 nights of stays, we did not get a room till 4:30pm and only because of Kaetlyn's extra efforts! It was evident this hotel has no leadership as the culture did not include service recovery--Kaetlyn on her own felt so badly and knew the time crunch, that she did what she could...but no one apologized or helped other than she, and she did so only to the limited capacity she could. Nor does the culture include caring about the facility, room condition and meeting basic expectations. Robert (at registration) was helpful to me We gave the hotel gift bags to give to our guests...yet ten percent of them (three guests) did not receive it and two (who knew we were giving them the bag) knew to ask for it as they were not given it! And to boot, one of our guests were given the guest bag from a Bar-mitzvah room block (which of course we gave back!!) The rooms should automatically come with refrigerators and not have the guest have to ask as a special request to have a refrigerator--it is an expectation nowadays to have one in the room! The dresser toppled when a drawer was pulled out (with no clothes in the drawer)! The only thing which kept the the dresser from falling over totally was the top counter as the dresser hit that first and remained tilted!! The dresser in the brides suite had the bottom drawer remain open all the time as it was weighted incorrectly and would not remain closed. The food and beverage did well...good attitude of staff (especially Natasha) and the waiters who were all helpful as was Natasha at our brunch on the terrace Sunday Morning. From the time we started arranging to use this hotel for our guests and the brunch, there was a lot of turnover in staff and again, that leads to no leadership. It felt like middle managers were running the place any way they could and without service as their #1 priority except for those noted above (Natasha, Kaetlyn and Robert). Alexis was new to us but helpful in making the brunch arrangements. No one (other than this survey) called us the following day or week to ask how things went and how they can improve on the experience...there is no interest and that is awful. I already spoke with the Temple where we had the affair and let them know how disappointed we were in this facility and the...