Courtyard by Marriott Pensacola I-10 West — Hotel in Ensley

For several reasons I will not be booking this particular Courtyard by Marriot in the future: Maintenance The bathroom shower ceilings were peeling off The left bedside light did not work The light to the coffee machine compartment would not turn off once the compartment door was closed. I had to angle the door a certain way in order for the light to remain off Breakfast Although offered on their website, there is not a dependable breakfast service available. There is no breakfast buffet available, only a restaurant within the hotel that offers a limited menu. We booked the, "Stay with Breakfast," rate and during our three night stay, only once was the bistro open for breakfast. Two of the three nights they only offered coffee, while we had to seek other options for breakfast. Mind you, we were on a limited schedule due to the obligations we had in Pensacola during that timeframe. The reasons given for the lack of breakfast were that personnel called out and they were short-staffed otherwise Customer Service The first night we arrived, the front desk insisted we must've booked through a third party since they couldn't see our reservation. We did not. Then we mentioned we had booked the, "Stay with Breakfast," rate and they again insisted we did not. After again showing them our reservation with the rate explicitly mentioned they agreed to honor it. However, instead of providing us with cards that would grant us complimentary breakfast as our booking stated, they insisted the breakfast rate was only good for $10 off. Even so, instead of giving us enough cards for each night of our stay we were given one $10 off card each for the entire three night stay. Hours later, after the front desk insisted they were 99% sure that was the correct compensation for the breakfast rate, they called our room and admitted that we were right to begin with The next morning was day one of two when there was no breakfast available. We spoke to the front desk about being refunded for the breakfast rate and they were reluctant to do anything referring us to their manager. Sometime after lunch, we came back to the hotel and spoke to the manager, Josh. From the beginning of our conversation it was obvious he was well aware of the lack of dependability regarding breakfast and this likely hadn't been his first conversation with someone about it. After he mentioned his issues with short staffing, we then began discussing compensation. He was reluctant to compensate us for breakfast and kept insisting the issue was out of his hands. After sometime and arguing, we were compensated for two nights stay The final morning we again came downstairs to discover that no breakfast was available. We checked out that morning and sought out breakfast. After lunch, we made one final stop before heading home. However, it was at that time we finally received our receipt from checking out only to discover we had been charged for a full two nights even after having been compensated for two. We called the front desk and spoke with the Assistant Manager. From the beginning of our conversation she had an attitude. After explaining the outcome of our discussion with the manager from two days prior and getting no where, we were forced to drive back to the hotel. The only saving grace we had, was our letter from Josh from two days prior stating the two night compensation. Once she saw this, she granted us our compensation

Overall, our stay at this location was nothing short of a stress-filled waste of both time and money. The incompetence and lack of efficiency is top-down at this establishment beginning with the management. Your best bet, if left with no other choice is to plan for sleeping at this location and nothing more. Ensure your budget is set to buy breakfast somewhere else. If nothing else, avoid the following: DO NOT BOOK THE, "STAY WITH BREAKFAST RATE!"

Management, Improve your lines of communication as we were told different things by different people and nobody seemed to have an understanding of the...

Anyone ever stay at the Courtyard West in Pensacola Florida? DON’T!! ||||Last month we had to fly last minute for a funeral, stayed for a week, had two rooms! Every morning we’d leave with a Good Morning and never once got a response (found that be rude)! We were only supposed to be there 3 days but were stuck due to our flights being cancelled thanks to Hurricane Beral across Texas! I have to say I was very disappointed with this Courtyard so beautiful yet the staff acted so ugly! The entire week - not one day did either room get cleaned, serviced with new towels would have been good enough but not ONE day! Yes we understood at check in every other day unless requested but even that didn’t happen! Asked for towels daily as we were leaving and the rude girl always non chalantly while chewing gum rudely said ok!! Upon return, went to our rooms only to find the rooms the way we left them and again no towels! Sisters husband went to the front desk and the next rude woman said they were in the washer and gave my him pool two towels, WTH? I started hanging or towels on the shower bar every day after the first day of not getting towels, and that’s what saved Our room!||||As my son and I were leaving on Saturday morning for final services and As usual we greeted the front desk Lady as we always did and we were so shocked when we received a happy response from Latasha I believe her name was! We had time so we had to stop and let her know how appreciative we were that she said good morning back to us, and gave her our little story! She was so apologetic that she waited until we got back to the hotel later that afternoon to give us fresh towels and cups for the room as we also told her those weren’t in the room as well! She was only there for the weekend we were very happy and thought that would be the change! Sadly it was not! I found myself looking for her every time we walked in or out of that hotel!||||We asked for service everyday and always received the same answer & finally at checkout we asked for management! The first rude girl with an earring in her nose chewing gum tapping on the computer kind of rolls her eyes and said hold on! Then comes out a woman who looked unprofessional, so sloppy tattoos on her chest looking like we just woke up and we told her about the service ! She just looked at us like we were crazy went in the back and out came with another person who turned out to be the manager or director of that hotel and he too was absolutely rude and tried to size up my 6’5” gentleman son, he didn’t even apologize for the horrible service that his staff gave the us! We told him about Natasha and how he should hire her to do training for his staff and his response was kind of off the charts for me, by saying .. “ Oh she’s only here on weekends and she’s too old she can’t work a full-time position”, first of all that’s nobody’s business and second of all she didn’t look old at all she looked Younger than me and I’m almost 60! He offered one free night which is not what we were asking for, we were asking him to fix the service! And he just looked at us like yeah I’ll just give you a free night! We clearly advised him that was not the reason for us letting him know And he continued to argue back as if his staff didn’t do any wrong , It was a discussion that needed to be put off for a later time as we had to catch a flight! ||||I Found out later that this could be a franchise hotel, well to the owner if you are reading this you might want to Rehire new management and new front desk for your hotel and maybe let the woman that works on weekends named Latasha or Natasha Run your hotel because the people you have there now are going to...

My 1 star review is based more on the response from the hotel to items we accidentally left behind.

The room itself was ok. A few nuisances - the mattress was hard and uncomfortable. Pillows felt very cheap, very flat. The bathroom door squeaked so loud it woke us up at night if someone went to the bathroom. The air conditioning system was also very loud when it kicked on and was running.  The bin liners were just placed hanging over the edge of the trash cans. The two seat sofa had this weird ledge sticking out which might have been good for drinks, but led to a very painful shin injury in the middle of the night.  Large bleeding gouge and huge bump on my shin. Of the wall toiletries in the shower, only 2 out of 4 could be used because the others wouldn't open. The room itself looked nice and there was enough room for a few days stay.

Now to the issue - my husband accidentally left behind two pairs of jeans and a t-shirt.  We called as soon as we realized and was told they'd go look for us. 4 calls later over two days, and not a single return call, I was told they are too busy to look. Then it was suddenly changed to "We didn't find them". Then it was "We are not responsible for items left behind". Now, I understand that. We're the annoying customers who accidentally left some things behind. I'm sorry. But I'm sure this happens a fair bit.  People are traveling and in a rush to get out before checkout. They even have a protocol to follow so obviously this happens. The thing is, these clothes were put in the drawers where the hotel bibles are kept. We took the bibles out and put them on the desk. There is literally no way that the clothes weren't discovered when the cleaning service put the bibles back. From the experience I had, it wouldn't surprise me if lower management, like Britney who said she was front desk supervisor and reminds customers its not their responsibility if you leave things behind, just decide to just throw things out so they aren't inconvenienced with pesky customers who accidentally forget things.

Since the staff at the hotel was so dismissive, I spoke to Marriott corporate who opened a complaint case so that the Marriott in Pensacola would need to formally respond. Marriott corporate specifically instructed the Pensacola hotel NOT to close the complaint without responding to corporate. Marriott Pensacola then did exactly that! Closed the case and didn't respond. Marriott Pensacola is shockingly lacking when it comes to customer care. Marriott corporate has reopened the case, and left a mesaage for the manager, so now we wait.

Update: The manager of the hotel called back.  He said his staff told him they looked but did not find the items. I reiterated that if his cleaning staff put the bibles back, which he assured me they would have, then there's literally no way they didn't find them.  He said that there is process to follow and they keep things for at least 30 days. So the conclusion is they were discarded and the staff simply don't follow protocol. The clothes aren't valuable enough to steal so they just threw them out. He also didn't know that his staff closed the complaint without responding to me or corporate despite being expressly instructed to do.  Sounds like the staff at this hotel wanted to sweep it under the rug. For the record, the manager was polite and apologized. I think they just have some useless staff that...