Courtyard by Marriott Orlando Lake Mary/North — Hotel in Longwood

The ineptitude of the staff at this hotel is appalling. This is my first night of a 2 night stay, but at this point I feel obligated to write a review and hopefully save someone else from this place:|- When we arrived to check in around 6 PM no one was visible in the lobby. After standing and waiting, eventually I started calling out “Hello” and eventually two people showed up. They made apologies saying there was an emergency and proceeded to tell us the water was temporarily turned off due to a leak|- After returning from a meeting around 8 PM, there was again no employee visible anywhere and there were 2 people waiting for help in the lobby. I walked over to the bistro and waited and waited and waited. Eventually one of the customers from the lobby approached and we discussed that it was odd that no one was around. Finally, I dialed the hotel number from my cell phone and it rang repeatedly, eventually all the employees come out of a back room near the bistro (all except the guy running the bistro that is). Again the Manager (I think she was the manager) refers to they were dealing with an emergency, which is why no one was around. They helped the two people in the lobby and someone went and got the Bistro Guy from the back room. When he came out he looked like he had been sleeping. I asked for a cookie and a Diet Pepsi and he proceeds to tell me the cookie will take 35 minutes. I even asked to clarify because I couldn’t believe it, and yes he needed 35 minutes for a cookie. So no cookie there|- At that point I headed to my room, but of course when I get there neither of my keys work. I promise you the keys were nowhere near my cell phone or anything else that should have wiped them. So, I have to trek back down and get the keys fixed|- You might think that’s the end, I hoped it was, but I tried to use the WIFI and it repeatedly gave me an error message. So, I called the front desk and Patrick there seemed to have no idea on how to fix it and gave me a number for tech support, also warning me that I would have to call from my cell phone because there was an issue with the phones not being able to dial out. So, I go through a phone menu and talk to some guy in the Philippines after waiting in queue and he tells me to log in as a guest, which works immediately. Now, how does Patrick working in this hotel not know you have to log in as “guest”||- Latest update. The desk tells me the water is back on but the hot water won’t be fixed tonight, hopefully in the morning ||They have done little to proactively communicate with guests about ETA on the water repair, no compensation has been offered for anything. They just all seem to disappear in the back somewhere leaving guests to fend for themselves.||I stay in hotels often. I’m 10 years Marriott Bonvoy Platinum or higher status, but this hotel has completely shaken my faith in the Courtyard brand. It makes me not trust the brand the next time I choose a hotel. Believe me, I understand, a hotel can have a plumbing issue, but when there is an issue staff need to be more visible, not less. Plus, if there is an issue with water get it fixed to tonight regardless of costs, don’t subject your guests to ice cold showers. ||Honestly, it feels like there is a complete lack of leadership in this hotel. I think it is the worst Marriott family property that I have...

I've traveled with the Marriott hotels 🏨 for many, many years. JW Marriott himself would be Proud and Honored to work beside each of the staff members at This Courtyard in Lake Mary, Florida. The extraordinary hospitality at this property was exactly what Mr. Marriott stood for.

My first encounter and experience was when I phoned to inquire about a specific room for my upcoming stay. I am retired and a wheelchair bound US Army Veteran. I needed a room to accommodate my disability.

It was my son's 49th birthday, and Daddy was taking him to Disney in nearby Orlando. Debria even fixed a Happy Birthday Poster for my son. She kept his birthday cake in the back office fridge. They lit it and brought it out to the lobby area, with plates and refreshments, and Really surprised him. That's going the extra mile in hospitality for a guest.

I spoke with Ciara at the front desk. She was extremely pleasant, knowledgeable, professional, and helpful. Based on her information, I immediately booked two rooms using my Bonvoy app.

Being a retired CEO of my own company, I recognize excellent leadership.

Fany, the General Manager, and Debria, the Assistant General Manager, is the reason each staff member at this property gets and deserves My 5 Star 🌟 Rating.

You can see the constant leadership in action through the actions of the staff.

Ciara, Kaira, Rafael, Latoya, and William were the front desk team members that provided Hospitality Marriott Style.

Yolonda (Yolo) was outstanding in the Bistro. First Class food preparation, very clean and organized dining area, great cook, and most excellent service. Attentive to my every want and need.

Finally, Nick, the maintenance engineer. Wow!! What a great guy. Very knowledgeable and helpful due to my wheelchair mobility issues. He made sure that I was taken care of.

But the management team of Fany and Debria is the key to the teams success.

I found out that Ciara, my first contact person, was formerly in housekeeping. She was recognized by management and moved to a front desk position. Most excellent observation and promotion.

The management staff leads by example. They show them what is needed. Fany and Debria would never ask the staff to do anything that they would not do themselves. They also pitch right in when a staff member needs something.

Very clean and well operated property. And Very Veteran Friendly.

I Highly recommend this property to anyone on pleasure, business, activities, and family trips. A very nice choice if you are attending Disney, Universal Studios, or any of the areas attractions.

Mr. JW Marriott and I are very Proud of...

I stayed at this Courtyard last November to attend a friend's wedding in Lake Mary. I apologize for not remembering anyone's names, but I was thoroughly impressed and pleased with my stay at this property. On the morning of check-in, I sent a message on the Marriott Bonvoy app to ask if I could check-in early. I was very happy to get a prompt response the same morning. I needed early check-in so my partner and I could shower and dress up for the wedding. It really helped. As a Platinum Elite Member, I asked the employee working the front desk if I could have 4pm late checkout and it was granted. I was also given the $10 Food and Beverage credit benefit offered to Platinum Elites and up for a guest +1. The woman at the front desk when I checked in was also the same person who responded to my IM in the Bonvoy app. My apologies for not remembering your name, but thank you so much for your help!

My room was very clean. I was surprised by the microwave and fridge in the room as I've never seen them at most Courtyards in the past, but it is a very much appreciated amenity! The housekeeping at this hotel does an excellent job of cleaning the rooms for guests upon check-in and I really appreciate their work for allowing my partner and I to check-in early.

The only point of critique I would offer are to supply better coffee cups in the room. The ones I had bled easily whenever liquid was poured inside them. I don't know if it was the brand/type of cup that was used or if it was just a faulty cup. My coffee was leaking a bit into a small puddle on the desk after brewing it.

For the Bistro in the lobby, there was and older woman and a younger woman taking orders. The orders didn't take too long to come out. I admired their persistence to keep guests happy as I saw their breakfast hours ended around 9:30am, but there were still guests that were ordering breakfast items and they still granted it. They burned the bacon for my partner's order, but graciously offered to make a new batch and I really appreciated their transparency.

Overall, this is a great property. It meets all the expectations you would expect from a Marriott-branded hotel. I think it suffers from negative review recency bias and there's not enough people who've had good and great stays at this property who need to give it good reviews, because the staff at this property definitely deserves it and earned the kudos for...