TownePlace Suites by Marriott Cape Canaveral Cocoa Beach — Hotel in Cape Canaveral

My reservation with this hotel was made a considerable amount of time prior to my check in on 1/10/25. The winter storms impacted my travel plans and I had to come to Florida a day early. I contacted the hotel and spoke with believe to be Marc Heidenblut, manager. My reservation was confirmed and I inquired ab reserving an additional night and early check in and he very rudely said neither were an option. I booked at another nearby Marriott Hotel and inquired a second time about an early check-in and also confirm my reservation w/ Mr. Heidenblut. My reservation was again confirmed, but my early check-in was denied. I called back to the hotel again on 1/10 at approx. 1am and was told by a female to arrive around 3pm for a possible early check in. When I arrived to the hotel, I was told by the receptionist that my reservation had been bumped to a hotel much further away from my morning destination. I inquired as to why I was told three different times that my reservation was confirmed, and I didn’t receive prior notice that I was being bumped to another hotel especially after being in communication with the hotel. Mr. Heidenblut came out to address this issue with me personally, and was very rude, condescending and arrogant. While standing there, I noticed several other people checking in that were all white. I was the only black person being bumped, and the only one present. I asked Mr. Heidenblut what guided their decision on who would be sent to another hotel? Mr. Heidenblut stated it was based on status and if you are a Bonvoy member. I explained to Mr. Heidenblut that I am a Bonvoy member; however, a reservation modification should not be based on how important a person is considered in the eyes of the hotel manager… If they fit the status. ALL CUSTOMERS SHOULD BE VALUED. This is terrible, and I am appalled by his blatant lack of customer service to include engagement, disrespect, failure to be a quality leader and prejudice attitude. I offered to show him the email that was sent to me from the hotel and how it was no way correlated with TownePlace suites and presented as a scam email. He told me he did not want to look at my emails. I expressed to him that I should’ve been properly notified, especially after having reached out to the hotel three different times within 48 hours. I would not recommend for anyone with morals to stay at this hotel under the management of Marc Heidenblut. This situation should have been handled totally different and I would’ve understood it much better. There was literally no compensation for the inconvenience. The hotel I was sent to cost the exact same price of TownePlace suites. Maybe if I was of a difference “status” I would have been treated more fairly and with respect. EVERYONE deserves respect! With no compensation, I would have rather been treated as valued by Mr. Heidenblut! This review is not a reflection of...

New hotel, very nice and spacious rooms, nice pool area and lobby for that if I was able to review on specific areas I would give 5 stars for this portion however I rated overall a 1 is because customer service is KEY! Our stay was for 2 weeks 4 days and initial checkin was ok- I explain to (Ketchup) Kerri our stay purpose and she was totally understanding and willing to help however as the stay went on she seem a little “too busy” and unable to clearly focus on the guest needs, I was over charged and double charged for an entire week and when I attempted to speak with her about the issue she passed it off to someone else and at this point I kept getting passed around until finally I spoke with Sue in sales who really couldn’t understand what Ketchup Kerri did but Sue worked very hard to assist me in getting everything fixed. Ketchup Kerri was off for 2 days in a row which she kept putting me off until her off days and left the remaining staff to try and fix her mess up. I requested to speak with Mark which is the General Manager and he never spoke with me he only passed message to me through Sue or Jennifer. I understand your busy and a very important person however if a guest specifically request to speak with higher authority then I feel you should have spoke with me directly to assure me my issue is not being ignored. As of today my issues has not been resolved and now that I’ve checked out of the hotel Manager Ketchup Kerri who has returned to work is once again putting me off in so much she won’t even answer my calls then when I had my husband call from a different number she answer and once again she tells me she busy and she need to attend to the guest in the lobby I explain to her I was a guest. As well and she has yet to give me her full attention and correct the problem she created! She then hung the phone up on me and I have not been able to get her back on the line are anyone else at the hotel. Bottom line is ketchup Kerri is a good manager as long as everything is going fine but she is terrible at problem solving and admitting when she’s done made an error and instead of fixing it are getting help she passes off to others which isn’t fair. I will not be returning and I will further file a formal complaint. Jennifer and Sue has done a wonderful job trying to correct Ketchup Kerri error and for this they should be...

Very disappointing level of customer service received today. I returned with my family from the Norwegian cruise this morning. I had reservations for later this evening so, understood that we were early. I left my name at the customer service desk requesting a phone call when something was available. We patiently wait lobby for 2 hours. A family of five walked in the door at 11:30 a.m. and was immediately given a room. I watch the entire transaction and then return to the customer service desk. I simply asked multiple times why that family was given a room when I have been here since 9:30 a.m. waiting. The lady at the customer service desk went to extremely rude and kept demanding I give my name so she can see if my room is ready. I had explained to her and the gentleman I talked to earlier that I had been here for 2 hours waiting patiently. Zero empathy and very disrespectful. I am a Marriott rewards member silver. I know that may not mean very much to some folks but, I have gone out of my way to stay Marriott. I travel often with my company and we use Marriott. As much as it pains me to bring this up, my family is African American and the family that came in after us (2 hours) just happened to be white. Before I created this post I reached out to the general manager Marc Heidenblut via email and LinkedIn without a response. I also reached out to CEO Anthony Capuano without a response from his office. Needless to say, I am extremely disappointed. I do not feel valued as a customer and I felt dehumanized today! I have stayed in this hotel in the past as we have went traveled with Carnival cruise line. Service was great in the past but has declined significantly. This hotel is only interested in your money, they could care less if you have any feedback that is positive or negative. Extremely disappointing that a customer that has grievances cannot get in touch with anybody in the management level. Full transparency, I work in customer service and deal with many customers and associates. I would not never allow anyone to be treated the way that I was today. Customer service at the managerial level is just as disappointing! You will never get another dime from my pockets. Patrons, you have a choice and you don't have to be subjected to...