TownePlace Suites by Marriott Orlando at SeaWorld® — Hotel in Dr. Phillips

We stayed 7 nights here March 6-13. They charge $15 a day to park, which is ridiculous given the location. The bigger problem is they double charged us for 4 of the nights. Unfortunately for us, we didn't discover this until after we had paid and left for the airport. We have sent 4 emails and left 3 voicemails with Alejandra Tejada, the manager, with no reply. On 3-25-25, we contacted accounting/operations and Andrea was going to credit our account immediately. We called back on 4-18-25 to inquire again and still nothing. I've waited 2 credit card billing cycles to post my review, but I'm pretty sure at this point they aren't going to refund the overcharges due. Should we have looked at our bill carefully before we left for the airport, yes. Should they refund us without us having to ask them over and over, yes. ||We were without internet/wifi for 2 of the days. My husband had to use his phone/hot spot to run (2) two hour calls. Vinney (sp?) at the front desk was very nice and said they would give us Marriott points to make up for such a big inconvenience. He would have his manager, Alejandra, credit our account as soon as she came in. No surprise, that never happened.||We reserved a King room in advance. We were surprised at check in when they gave us a room with 2 queens. We went back down to the desk and they said they were very full with a dental conference, but had a King for us if we still wanted one. Huh? The room was tiny. The door hit the trashcan upon opening, there was no other spot in the room for it. The sofa faced the bed. The TV was on a cabinet on the side of the bed. There was 18" at best clearance between the bed, TV and the opening to the bathroom. If the sofa was pulled out into a bed, it would be impossible to pass. There was no room to put our empty suitcases, so we stored them on top of the kitchen cabinets. The a/c was loud. We did have a view of the pool. We didn't use the kitchen. I did run one load of glasses in the dishwasher. The counter above got so hot from it, that it melted some chocolates we had sitting on the counter.||The bathroom had a shower with a half door, like what you see in Europe, so there was constantly water on the floor. There was no counter space to leave your toiletries on. A poor design all the way around.||Housekeeping was hit and miss. Mostly miss. You had to request full service OR if you just want trash emptied and towels changed out. We requested trash and towels. We were missed 3 days and never had hand towels or wash cloths replaced after the first day. We had to constantly ask at the front desk for towels. We never had paper towels replaced. The front desk staff was always polite and friendly. ||Breakfast was your typical Marriott breakfast. We only ate it two mornings because it was very crowded with the conference. The lady running the breakfast was very friendly and super outgoing. She was greeting everyone! There is a Starbucks in the parking lot. The water in the hotel tastes bad, so we would get water with our coffee and breakfast there. ||The pool area is situated such that the Towne Place and the Spring Hill share the space. Each has its own pool and they are next to each other to share. The Spring Hill had a pool issue one morning. (We could see both pools from our room). They had people out quickly to shock it and take care of it. Both pools were clean, the Spring Hill one was colder, so not many using it. We saw people sweeping the pool deck and trimming the palm trees. ||The work out room was so hot that you couldn't stand to be in there long. The treadmills face the pool and you could see numerous people cleaning up the area.||Sea World is across the street. You can see and hear the roller coasters from the parking lot. It is not near the entrance. The park entrance is the diagonal opposite to the hotel. We inquired about walking to the entrance and the front desk advised against it, because it isn't a safe walk without sidewalks. They offer a shuttle, but the times didn't work for our schedule, so we just drove and paid to park. There is a Sea World and other attractions table in the lobby. We inquired about buying our tickets from them in advance, but it was cheaper to buy them at the park entrance on our phone. ||We returned to Orlando in April with our family. We needed 3 rooms before catching our cruise. There is no way that I would ever stay here again. We stayed at the Hyatt House Orlando International Drive. It was amazing! It is new and just because they had availability they bumped 2 of the 3 rooms to huge suites at no extra cost! They also had a really good breakfast and free parking with zero issues and...

This was the worst experience I had in the last 25 years staying at any hotel, and it all had to do with how we were treated at the front desk and subsequent handling.|I arrived 8:30PM with my wife, a young child, and a toddler after a long day traveling. A young lady, Shantise, walks out after a few mins looking at her phone, didn't even look at me or say Hi. I proceeded to check-in. I then asked if she sees a 3rd night extended as I had called the hotel to extend 1 more night, was told we have to go through the 3rd party. Expedia (3rd party) told me it has to be done by the hotel, they called the hotel, took my card and confirmed over the phone that a third night was extended. She then got pretty annoyed, standoffish, and sarcastic, prolonging her tones and making facial expressions as if she was talking to a child. She I don’t see a 3rd night, you have to check with the 3rd party. I: I was told it was confirmed. She: again, call the 3rd party, your card was denied. I: why would it be denied, it is the same card I used for the original reservation. She: again, not my problem. call the 3rd party.. I: I understand it is not your problem, but would you please let me know how much it would cost now to extend one more night. She again, annoyed, looked up the system and told me a price higher than what I had when I supposedly extended. I mentioned that. she: that rate was 2 day ago. now it is 2 days after, isn't it?|This conversation was happening while she was occasionally looking/typing/smiling at her phone. I told her that she can at least look me in the face while she is talking to me.. She: wow wow wow, what’s with the attitude I won't help someone with such an rude attitude. I: you've been looking at your phone and frankly this is no way to speak to or treat a customer. She: alright, feel free to find some place else. I won't check you in.. I told her I have kids and it is late, and won't go around looking for other hotels now, and I thought she was the one with an attitude and asked to speak to a manager. She told me there is no manager. I asked her to call a manager. She told me there is nothing she can do and I am welcome to wait till 11:00PM and possibly a manager can come in then.. After some back and forth, she told me she would check in my wife not me, even though the reservation is under my name.. Since it was late and the kids and us were tired, my wife proceeded and she checked us in.||Next morning, a different lady was there. I asked about a manager and if I can extend one more night (we still didn't want to have to pack and unpack for one more night). She told me there is no manager on duty and that they were fully booked. I mentioned that I see availability online if I can reserve online if she can keep the same room, she said sure. I reserved online, and approached her again. She said she sees in the notes by the shift manager and the person that worked the evening shift that I am not allowed to extend my stay because of the issue I had with the staff the night before. I explained to her that I was the one who was mistreated and the manager should have at least spoken to me before putting those notes. I asked again if a manager can call me when they get in (which I was told around 2:00pm) I didn't get any calls, I called the hotel around 2:30pm, no manager. I called Marriot, they told me they see that my reservation was cancelled by the hotel and charged me a penalty.||At night, I got to speak to a manager. She told me they had done their investigation and saw it was best for the hotel to not extend my stay. I told her if they watched/listened to the video-tapes, I wasn't disruptive, loud, or disrespectful in any manner, and they would've seen the girl on her phone, and I never received a call from a manager to hear my side if a real thorough investigation was to be done, she kept repeating her answers but was respectful throughout and mentioned that there should be no penalty.||Note, I saw how that girl (form the check-in) was treating customers when the manager was around and it was completely different from how...

This was the worst experience I had in the last 25 years staying at any hotel, and it all had to do with how we were treated at the front desk and subsequent handling.|I arrived 8:30PM with my wife, a young child, and a toddler after a long day traveling. A young lady, Shantise, walks out after a few mins looking at her phone, didn't even look at me or say Hi. I proceeded to check-in. I then asked if she sees a 3rd night extended as I had called the hotel to extend 1 more night, was told we have to go through the 3rd party. Expedia (3rd party) told me it has to be done by the hotel, they called the hotel, took my card and confirmed over the phone that a third night was extended. She then got pretty annoyed, standoffish, and sarcastic, prolonging her tones and making facial expressions as if she was talking to a child. She I don’t see a 3rd night, you have to check with the 3rd party. I: I was told it was confirmed. She: again, call the 3rd party, your card was denied. I: why would it be denied, it is the same card I used for the original reservation. She: again, not my problem. call the 3rd party.. I: I understand it is not your problem, but would you please let me know how much it would cost now to extend one more night. She again, annoyed, looked up the system and told me a price higher than what I had when I supposedly extended. I mentioned that. she: that rate was 2 day ago. now it is 2 days after, isn't it?|This conversation was happening while she was occasionally looking/typing/smiling at her phone. I told her that she can at least look me in the face while she is talking to me.. She: wow wow wow, what’s with the attitude I won't help someone with such an rude attitude. I: you've been looking at your phone and frankly this is no way to speak to or treat a customer. She: alright, feel free to find some place else. I won't check you in.. I told her I have kids and it is late, and won't go around looking for other hotels now, and I thought she was the one with an attitude and asked to speak to a manager. She told me there is no manager. I asked her to call a manager. She told me there is nothing she can do and I am welcome to wait till 11:00PM and possibly a manager can come in then.. After some back and forth, she told me she would check in my wife not me, even though the reservation is under my name.. Since it was late and the kids and us were tired, my wife proceeded and she checked us in.||Next morning, a different lady was there. I asked about a manager and if I can extend one more night (we still didn't want to have to pack and unpack for one more night). She told me there is no manager on duty and that they were fully booked. I mentioned that I see availability online if I can reserve online if she can keep the same room, she said sure. I reserved online, and approached her again. She said she sees in the notes by the shift manager and the person that worked the evening shift that I am not allowed to extend my stay because of the issue I had with the staff the night before. I explained to her that I was the one who was mistreated and the manager should have at least spoken to me before putting those notes. I asked again if a manager can call me when they get in (which I was told around 2:00pm) I didn't get any calls, I called the hotel around 2:30pm, no manager. I called Marriot, they told me they see that my reservation was cancelled by the hotel and charged me a penalty.||At night, I got to speak to a manager. She told me they had done their investigation and saw it was best for the hotel to not extend my stay. I told her if they watched/listened to the video-tapes, I wasn't disruptive, loud, or disrespectful in any manner, and they would've seen the girl on her phone, and I never received a call from a manager to hear my side if a real thorough investigation was to be done, she kept repeating her answers but was respectful throughout and mentioned that there should be no penalty.||Note, I saw how that girl (form the check-in) was treating customers when the manager was around and it was completely different from how...