TownePlace Suites by Marriott The Villages — Hotel in Lady Lake

48 hours prior to checkin, I use the Marriott App's chat feature requesting for a late checkout at 2PM. On the chat, they confirmed that 2PM EST is ok since I am a gold member.

Upon arrival, i informed the Front Office that I will be on a bike race event and I may not be able to get back sooner, so I asked if they would be able to help extend checkout past 2PM. They said they could only do up to 3PM. I said that's great!

The next day, around 10AM, a room housekeeper knocked on our room asking if we are checking out. My wife and son said not yet, but we will be at 3PM since that's what was agreed upon check-in. Few minutes after, the Front Office staff (Jason) knocked on our door and asked my wife to reconfirm if we are checking out at 3PM. My wife said yes. HOWEVER, Jason responded to my wife that NO, your checkout time is at 11AM. My wife replied saying that's not what's agreed at checkin, I would have to call my husband but he's in a bike race right now. Jason then replied back saying if you dont leave we will call the police.

On panic, my wife called and told me the situation. I called the front office and Jason said we have between 11am-12pm to vacate.

I had to cut short my bicycle race just to be back at the hotel to pickup my wife and son. I went to the lobby to meet Jason to explain to him the situation that he has put us through. But instead of de-escalating the issue, Jason is just so fired up to argue and blaming my wife to be rude because she all confused we are being kicked out of our room. And while I was trying to explain that I chatted with someone through the Marriott App, and that the other Front Desk employee committed to us that we can do a late checkout, Jason decided to call the police on me. Really? Marriott calls police now so that customers can't voice out their complaints. I would understand this if I was disrespectful and cussing. But I wasn't! I merely wish to be heard and for him to be professional. Instead he escalated the matter even more.

I've complained to customer service on phone and they've opened a case# on my behalf. All I asked is an apology and at least say that they will train their staff better.

I was told that I should hear back from the General Manager. However, its been a little over a month and I have not heard anything back. To make that worst, I was told by the customer service that the GM have closed my complain 3x without any actions or comments. Customer service opened the case 4x to get a feedback from the property - NO RESPONSE, IGNORED!

This is a very unethical practice by TownPlace Suites by Marriott The Villages - Where has professionalism and customer service gone? I hope @Marriott Corporate will audit this property for unethical business practice.

Customer Service on phone said they will offer a refund in terms of points - Thank you. However, as mentioned earlier, all I really ask is for @Marriott to honor your commitment, train your staff with customer service skills and treat your customers with...

As a titanium reward member I travel all over the country staying at Marriott hotels and this hotel, my friend, should be debranded. The only good thing about this hotel is Cheri, at the front, she truly cares about you and your satisfaction unlike management. The hotel lacks cleanliness, operational equipment, and basic common sense hotel comforts like mattress pads and bed skirts. We picked this hotel as it is only a mile from my wife's work as a traveling healthcare worker it was convenient. We gave management several opportunities to make our stay right and they failed. Some of the issues we encountered include: unmounted dishwasher falling out onto my wife's foot, the refrigerator door not closing thereby ruining our food, broken toilet seats, shampoo mounted poorly in shower falling off the wall at 2 am waking me, cracked sinks, disposal not working, no mattress pads the sheets were the only thing protecting you from the old mattresses, black stains and holes on all the towels, doors not opening or locking properly due to excessive paint in the frames, and the last straw was a roach crawling on top of my bed that I had to chase around and kill at 10pm, the time I should be sleeping!! I had to move all of my things and change rooms after I drove 3 hours and just unpacked in order to try to sleep. In the alternate room, I found another roach crawling on my dishes in the morning. I can overlook a lot of things but cleanliness and roaches I cannot. The hallways are lined up with giant trash cans and open laundry bags. It looks very trashy. This hotel should be closed until the roach infestation and repairs are done. Their answer was to spray my whole room with bleach so that I cannot breathe. They sprayed my belongings on the counter and bleached out a couple items. They only gave me money for one item that was damaged. In addition, the gym area is so small and pool area are both worthless and in need of repair. This was the absolute nastiest hotel I have ever stayed in. I am now at the comfort inn which is so much cleaner sad to say. It is not fair to expect a loyal Marriott customer with stays over half the year to stay in a roach motel that only bears the name Marriott.

I gave the general manager ample time to refund me for the prepaid stay I booked and ended up leaving due to the myriad of unlivable conditions there. The General Manager, Christy Kitt, personally offered to refund our money if we wanted to leave prematurely. It has been well over a month and NO refund for over three weeks of prepaid stay. I cannot believe that she lied and did not honor her commitment. It seems as though it is all about saving her job and sweeping problems under the rug than making sure the guests are comfortable and satisfied and living up to the standards of...

My wife and I have stayed at this hotel over a dozen times over the past three years (and we have had other family members stay there often as well), and for the most part we were usually very satisfied with our rooms, the hotel staff, housekeeping, etc.

That changed abruptly on our last visit. We booked a stay for one night on January 3rd. Our stay was uneventful, and once again we were pleased with our accommodations. We checked out on the morning of January 4th and made our way home later that day.

Once we arrived home, my wife realized she had left her overnight bag hanging behind the bathroom door in our hotel room. My wife called the hotel and whoever answered the phone sounded extemely disinterested and begrudgingly agreed to ask some of the housekeeping staff to see if anyone came across her bag. My wife explained that her mother lives in The Villages and could pick up the bag once it was found. The desk clerk said she would call my wife back after she spoke to housekeeping. She never called back.

My wife called back and was told that they were still going to talk to the housekeeping staff and the housekeeping supervisor and do some more checking.

We did receive a call from the housekeeping supervisor who said that the bag did not turn up. Puzzled as to why it didn't turn up when it had been left in a locked hotel room and the only people who had access to that room we hotel employees (one would assume that a housekeeper would look behind the door for used towels hanging from the hook behind the door when cleaning the bathroom), my wife called and asked to speak with the general manager. The assistant general manager called back and said that the bag could not be found. She was nice and did apologize.

This hotel has lost very loyal, repeat guests, as we will NEVER stay there again. We realize that it was our fault for leaving the bag hanging behind the bathroom door. That being said, the only people who had access to our room after we left were hotel employees, as we locked the door when we left. If a housekeeper went into the room to clean it for the next guests, they obviously would have seen it and should have turned it in to the front desk. This was a brand new Vera Bradley bag that only contained my wife's toiletries. It wasn't a major loss, but it raises the question of the honesty and integrity of the housekeeping staff. If they would stoop so low as to stealing an overnight toiletries bag, I certainly wouldn't trust them with other valuables left in the room. It is for that reason that we will never stay...