Courtyard by Marriott Key Largo — Hotel in Key Largo

Hello, I was the signee of a wedding room block as an event planner. I had 2 rooms under my name. My check in was for Thursday and my team's check in was for Friday. Upon my check in on Thursday I asked my agent if I can go ahead and put my CC for incidentals for my team's room, since I was paying for the room and all incidentals. (I've worked in front desk Management) I know my request was not off. However the response I got from her was we can't help you because it's not time to check in, and that I had to be there when they needed to check in. I told the agent, I would be in Islamorada working onsite for the wedding, and she still didn't budge with helping. (I know her name but will leave it out until management is needing it). Which I was clearly aware it was Thursday but kept saying, my team will be staying in this room and checking in tomorrow and I do not want them to have ANY ISSUES upon checking in. They just needed to show ID as their names was in the reservation.

Okay, fast forward, she was persistent to wait until check in Friday. I just went along with what she said and thought it would be all cleared up.

Friday at 4 pm my team member lets me know the agent will not let her check in to the room because the cc is not working.

This is my work CC it is always working.....I knew right away they were just giving her a hard time, and she had to wait upon my arrival to put the SAME CC I've used for my room and their room and it worked perfectly fine.

The next night Saturday around 11:30 pm, my other team member (Ashley F.) was requesting a copy of her room key. She provided her name and the agent was very rude with her and said she didn't find her name. Ashley called me so sad, saying how rude the lady was to her and that she had to put me on speaker phone so this lady could finally allow her to get a room key. THIS TO ME WAS UNACCEPTABLE. Ashley showed her ID and her name was on the reservation.

At 12am I return back to the hotel, I see who the front desk agent was (older woman) and I immediately knew she RACIALLY PROFILING Ashley. Ashley is a quiet mid 20's African American woman, and I knew the front desk agent by how she spoke and treated Ashley upon my intervening on the phone that it was about RACE and that was why she didn't first give her a room key. I WILL HAVE TO REPORT THIS if this is not resolved directly and made right with me first.

The next morning at 8 am I make sure to call the front desk and mention the...

My family and I stayed here over April break. We arrived late afternoon and noticed the carpet by the door was soaking wet. The AC above it was clearly leaking. Then when we went into our bathroom we noticed the shower was filthy and had not been cleaned. The shower had hairballs and hair all over the shower wall. I called the front desk re: both issues and was met w disbelief about the shower being dirty. I explained the hair was blonde and we were all brunettes and no one had used the shower. Still told not likely. So we took a picture and brought it to the front desk. They told us they had no other rooms but someone would fix the AC and clean the shower. And give us 2 breakfast vouchers. We left for dinner and came back a few hours later. The shower STILL had all the gross hair. My husband took a picture and went to the front desk. Then the night manager came up w the cleaning person and refused to admit the shower was dirty! She actually berated us and said she came up w the maintenance person to clean it. We suggested perhaps they went to the wrong room as it was clearly still dirty, and not ours, and she insisted and kept yelling at us saying no, no, no they cleaned it and the hair wasn’t there when they did. She was yelling at us so loudly my kids were scared. Then she stormed out claiming she videoed cleaning it. My husband said, ok, let me see the video. Then she yelled there is no video and just left and told us to deal w the day manager. They refused to clean the bathroom. Luckily I brought a little packet of Lysol wipes but had to try to clean all the hair myself. It was disgusting and the rudeness was unbelievable. Not to mention my kids were so scared and didn’t even feel comfortable sleeping there. I called the day manager the next day and he said he would address and reduce our charge...

Extremely poor and unhelpful checkin experience. Other than the trainee front desk staff, everyone else was extremely rude and dismissive. I arrived and requested early checkin (at around 1:30 vs normal checking time of 3). Their respond seemed to suggest that my request was totally unreasonable and basically told me to get lost. When I enquirer by when the room will be ready, was basically told will be ready when housekeeping is done and they cannot be bothered to check or expedite. Only managed to check in after 7pm. In addition, I wanted them to change my room to a king bed (instead of two doubles) and got a similar response. I understand that both these are non-guaranteed requests, but most properties are kind enough to accommodate (especially for their elite members) and at the very least are polite about not being able to do so.

As for the room itself, very dated. Extreme levels of road noise. Bathtub had black patches all over - not sure whether mouse or just dirt. Plus AC unit made enough noise to wake up the dead. Housekeeping didn’t know what they were doing - sheet should be under the duvet; not over it!!

Final straw, I left a charger in the room by mistake. When I called to check if housekeeping had found it, again the very rude front desk person (one around in evenings) responded by staying not her problem. I can try my luck next day but she couldn’t be bothered to check with housekeeping. Fortunately I managed to get hold of the trainee front desk person the next morning and she was able to locate it for me.

This experience almost put me off the Marriott brand altogether; but the excellent service I receive at the property in Key West is giving me pause. But this property is definitely a black mark on the...