Courtyard by Marriott Orlando International Drive/Convention Center — Hotel in Dr. Phillips

I want to start off by saying never have I ever been treated like this at any Marriott or any other hotel outside of Marriott before. If there was any issues with reservations or any misunderstanding. All employees would make it a priority to sympathize and find a solution. But here NO !!! The attitude and the way they carry themselves is disgusting and unprofessional. I went here as a birthday surprise from my mom. Who isn’t just an employee for Marriott. But is also a Marriott bonvoy member. And Nadia who check me in had the worst attitude. Kept saying we don’t do that here. Or was always answering with a no for everything. As my mom had called prior and spoke to not only the night auditor about me coming and changing it to my name. But she also spoke to reservation about it. My mom being an employee at Marriott understands the policies and procedures. So made sure that everything was taken care of prior to my arrival so I didn’t have to deal with any issues like this at check in. Reservations along with the night auditor informed my mom that all I had to do was just bring the employee form and I will be ok. That was not the case. When I got there they made it an issue and made me feel like I wasn’t welcome. They didn’t care and kept saying they don’t do that here. That was there slogan really. They told me that I had to call reservations once again to get them to change it to my name. They kept me there, waiting, without any word of anything. Then her and another employee started talking in Spanish to make sure I didn’t understand what they were talking about. I do speak Spanish, so I was able to hear everything that they were saying. after finally getting a hold of my mother, and having her call reservation once again to change it to my name a second time. And informing Nadia she went on to say that It wasn’t paid for. Well not to me. But to the other employee there in Spanish. I was ignored and not told much of anything. After my mom paid for it. As it was a birthday gift to me. And I wasn’t supposed to pay for anything. Nope that wasn’t the case I was charged for the stay. The whole time I was there the attitude was ridiculous and they made me feel like an inconvenience rather then making me feel like they wanted to help me. Took a whole hour to finally get my key. Go on to my last night I asked if I could request a late check out. As I wasn’t feeling all to well. The employee said we don’t do that here. And was told to call in the morning and ask a manager. I did and got Nadia who once again said we don’t do that here. And I had enough and asked to speak to a manager. Which turned into the general manager Richard belittling me and truthfully saying that my attitude was the problem because I went to him to complain of the treatment and attitude I was giving from Nadia and just felt like no one cared to help me or treat me with common human decency. Richard went on to threaten me and said that I need to watch out because with my attitude I can affect my mom’s discount and her job. And in a condescending way said if my Mom knew how to do her job that she would know to have put my name on the reservation. The whole experience here really was horrible, disgusting, disappointing and ruined my birthday. So stay far away from this place because they don’t care. They don’t care if you’re a bonvoy member .They don’t care if you’re an employee, they don’t care about anything. They are unprofessional and it makes senses why no one was barely staying...

Room had black mold, guest services was the least helpful I’ve ever experienced from a Marriott.

By far the worst Marriott experience I’ve ever had. Upon arriving around 4:45pm, my family and I were informed that 1 of the 2 rooms we had reserved was not cleaned today, and that we would have to wait until the other was cleaned.

In the room we were able to get in, it was very clear that management doesn’t care about the state of the guest rooms. Mold in the bathroom, fridge did not work, the bed sheets had weird black stains all over them. The ironing board was torn up and there were no trash bags in the rooms (do they not provide bags? I’ve never had to ask for a garbage bag for my room). I thought courtyards were supposed to be nice.

The nail in the coffin was the front desk and management’s refusal to change the Marriott number on file for the reservation. My family had booked this reservation, and even with them present, the staff first chose to lie and say the problem couldn’t be fixed. Then the general manager came out and lied as well- said the Marriott Bonvoy number and name on the reservation couldn’t be changed.

I told him I was also a general manager for a Marriott back in my home state, and that it was obvious they were lying- these details can be changed (I run the same system property management system FOSSE back home). The GM then changed his tune, and said he could fix the problem, but wouldn’t. The reason being: “they’ve never fixed it for anyone else before”. I called Marriott customer service, and they informed me because I booked as an associate, I would have to resolve this issue on property with the associates in person.

With the GM telling me flat out he could fix it but wouldn’t, I find it laughable that he gloats to have 27 years experience, especially if this is the way he treats his guests. I’ve learned my lesson- and will always apply my bonvoy number at the time of booking to avoid this problem going forward.

It would not have hurt the hotel financially or reputation wise in any way to have my bonvoy number on the reservation, but instead their refusal has earned them this review. I would never recommend someone to stay here, or another Courtyard by Marriott. At least Springhill Suites by Marriott has free breakfast (and trash bags in the room).

No business cards for management available at the desk - gives me the impression they must be aware of these problems and are choosing to ignore them; no passion to solve guest issues.

If the courtyard motto is truly “Fueled by passion.. to evolve to meet guests’ needs” -then this Courtyard in Orlando is far...

I booked 3 rooms over multiple days for this stay, for me and my kids and my parents. The hotel was clean and in a good location. I had business meetings downtown a couple of days, and my daughter had a swim meet next door at the aquatic center. The stay was great.||||After we checked out, my son realized that he left about $250 worth of insulin in the refrigerator (he has type 1 diabetes, and is dependent on insulin). I called and spoke to the guy at the front desk. He seemed annoyed that I was calling about this. When I told him we had checked out about 4 hours earlier, and explained the urgency of getting my son's medicine. I explained that we were 100% confident that it was in the refrigerator in his room. I asked him to please reach out to housekeeping and get the insulin so we could collect it. He told me he would do it right away and call me back. He never called me back. I called him back a couple of hours later, and he claimed he had called and left me a voicemail...which never happened. He told me housekeeping didn't find any insulin in our room. I told him that the insulin was definitely there...we saw it in the morning when we had to change one of my son's pods, and we definitely wouldn't have moved it after that. He insisted that they didn't find it and was unwilling to do more to figure out where this medicine went. He said the hotel manager wasn't available and that I could call back tomorrow if I wanted to talk with him. I asked him him to take down my information and have him call me as soon as he came back...in hopes that we still had a shot at tracking down this medicine. He pushed back and told me just to call back later. I finally got him to take down my information and he said the manager would call me....no surprise, I never heard from anyone.||||I'm more upset about the complete lack of care about this situation than the dollar amount. It's not like I was trying to find a belt or a pair of socks we had left behind. This is a life-dependent drug...and they just didn't care. I had to spend about 3 hours calling doctors and getting refill prescriptions called in, and waiting around in a pharmacy to get this insulin replaced. And I know an employee of the hotel found it and did something with it, that didn't match up with protocols of any reputable hotel, when something is left behind.||||When we stay in a hotel, there is a huge amount of trust that is extended to the employees of that hotel. We expect that our families and our privacy and our property are safe, and will be handled with care. This feels like a complete breach...