Orlando Marriott Lake Mary — Hotel in Lake Mary

I recently stayed at the Orlando Marriott Lake Mary location, 06-09 Jan 2025. Sadly this was not a great stay. I did not have a working refrigerator. I was advised by the "engineer" to reset the refrigerator every two hours. I told him this was not feasible as I needed to sleep and attend my conference. He stated, "you can leave the conference". the refrigerator was "replaced", but my food again spoiled. Marriott will get someone very sick or killed using this refrigerators. I am not aware of anyone who Pays to stay in a hotel, to stay and reset the refrigerator every two hours around the clock.

The Lounge, Breakfast for club rooms- the lady in their needs a basic course in customer service. I was the plus 1 and was asked to leave twice. Yes, I was signed in. Of note, one morning, I choose to not sit with my group. After two days in a row of this, I was no longer interested in breakfast. Oh, but I don't have a working refrigerator.

Shame on you, Marriott. Your brand used to ensure a certain level of quality and customer service. Your cutting corners to this degree are very concerning and putting your guests health at risk. At NO time did the GM reach out to me which was very disappointing. I even brought the milk that had been in my refrigerator for two days for him to see the health and safety concerns of the refrigerator. The carton was room temperature and the sides were bulging.

Good News: On the positive side, Isabella, at the front desk was very patient and attentive to my concerns, albeit repeated. She was very professional, gave me a free breakfast to finish my stay--while not having to be subject to the woman in the lounge. She did order a refrigerator replacement. With each interaction she was consistently, pleasant and willing to help.

Kim, on the serving line, was amazing. She was making omelettes, restocking the line, AND waiting the tables-all with a smile. This one woman, was doing her work, plus that of the hostess and waitstaff who were inattentive, and extremely slow and at times no where to be found. I personally saw Kim retrieve place settings and beverages all while maintaining the serving area, which was extremely clean and well stocked.

Finally, Jay in the lobby always smiling, sharing words of encouragement and welcome to passing people. Jay, noticing my distress, checked on me.

4th Floor Housekeeping Staff were so very kind and helpful. I did not require their services during my staff, but each time I passed them in the hall, I was greeted with a smile and some kind words.

These individuals are what you need more of they went above and beyond in their interactions with me. Hire more employees like these people!

Thank you, Isabella, Kim, Jay, and 4th floor...

Went downstairs for the complimentary breakfast for ambassador and titanium members only got down there this morning at 7:02am and it starts at 7am and a few white people were already sitting outside of lounge because they couldn't get in so front desk let all of us in that was already waiting because nobody keys were working for the door so as we are getting breakfast me and my wife the older male that was working in the kitchen this morning who looks Puerto Rican asked me and my wife only what was our room number and were we supposed to be in there mind you we are black and yes I felt like it was very racist because he only asked us and I asked the white lady who also was waiting to get in with us did he ask her and she said no with him standing right there so I asked him why was I questioned and nobody else is it because of the color of my skin it made me very uncomfortable don't even know if I want to go back down tomorrow morning because I have been staying with Marriott for years and never experienced this I am a titanium member and travel all the time to different Marriott hotels but after this experience today I won't be back to this one and I know it's a race thing because when I went back down to complain a whole white family walked in and kids running around and he said nothing to them mind you the VIP Lounge is for a guest plus 1 and it was like 5 of them but I guess my skin complex is too dark I have 1 more night here and wish I could get a refund because now I feel out of place.

So I just wanted to come back and edit my review to shine a light on Mrs Kiaraliz Rosario who works night shift in VIP lounge and the whole weekend I was here she showed us nothing but kindness gratitude and hospitality I informed her about the situation that happened this morning at breakfast and she was very apologetic and understanding and for that I'm thankful for people like her unlike Mrs Cecille whom I spoke with about this problem this morning and she just blew me off and made excuses for the gentleman Mr Guelermo behavior and she is definitely apart of the problem but hopefully we get more people like Mrs Kiaraliz in a business like this because kindness and hospitality goes along way and she is a professional so again thank you Mrs Kiaraliz for listening to my problem and caring and also greeting guests as we enter the VIP Lounge...

Comfortable, nice sheets, friendly and helpful employees, recently renovated rooms and bathrooms, beds are reasonably comfortable and the area has a lot of dining options. I will certainly return the next time I am in the area. Also of note, the Omelet at breakfast was tasty and had many topping options and I had a good Club sandwich at the bar (which has a very nice Bourbon selection). Pool and hot tub looked nice, but I did not have a chance to enjoy.

That said, the "Club Level" is kind of a joke. It may be worth it if you have a family of four and/or you are looking for a decent hot breakfast baked into the cost of your room; even though the breakfast was good, I personally would not bother again. (Hot breakfast highlights include an omelet bar, all-in-one burr grinding automatic espresso maker, and other items in the slightly higher end of the hot continental breakfast world.) I should note the "Club Lounge", if one can justify that title, is located on the main floor, separated from the normal dining room by a hospital curtain. Compared to the other dining areas at the Hotel, including on the other side of that curtain, the Club Lounge feels noticeably sad and dingy, which is the opposite from what you would expect from a room with that title. Another disappointing aspect of being in a Club Level room is that you need to use your key card to get to your floor. In other hotels that is because the Club Level is where the Club Lounge is that offers drinks and a premium location for Club Level patrons to relax, but because that isn't the case here, it just means you have to find your key card with full hands for no real reason, as your floor is no different from any of the others, especially since a card for floor 8 can get to any of the 3 Club Level floors, so it doesn't really offer any additional security either. Finally, a note on the Club Lounge event other than Breakfast, the "Club Lounge Happy Hour"; it is Dry, except for pay by the glass wine and has disgusting Appetizers, which I find amusing because it was the only bad food I had from any of the Hotel's dining options. My coworkers and I just grabbed a soda and quickly left after deciding the ambiance was terrible, the food was gross, and we 10 feet away was the delightful Colbolt...