World Golf Village Renaissance St. Augustine Resort — Hotel in Nocatee

Marriott World Golf Center-THE BEST EVER in decades of Travel. Got the last room available last Tuesday for a trip away from Hurricane Melton. This resort has seasoned and knowledgeable staff Jay McKinstry Manager Aly Billings Front Desk ( Super Issuer resolver) Chris Clark (Valet & Guest Attendent) 30 Yr Emp) John Sumner ( Valet & Guest Attendent) 20 Yr Emp) Patrick Schaffer Engineer Navy Veteran

Great People make a difference!

My trip away from evacuation zone from St.Pete Beach for an 7 hour trip to the only hotel available. Besides driving had a few Condo owners decided to stay one with medical issues, was worried for them. I had been there in 2018 but this time it was Beyond Expectations.

When I arrived was greeted by Chris Clark with a cold bottle of water and his smile was wide and confidence I felt assured that when he told me to take a rest and check in and your luggage would be in your room and luggage would be off the floor. He was informative of every question I asked and right away my mood changed to a relax state. His kindness was honest and genuine.

As I checked in was greeted by Aly Bookings, I thought I had breakfast included in my booking but didn’t show up from Booking.com, but she requested my Marriott Rewards member and told me what my points would be the next two days.

As the Hurricane passing was stalled to get an extra day, so short trip to front desk, Aly got me an extra day and was nice enough to get me a breakfast on them, I respected Aly for 1.remembering a previous conversation and 2. being pro active in extending an unsolicited offer for breakfast. As Hurricane past still a sold out hotel my home had no power nor water. So again went back to Front desk with another request to Extend my stay. I was greeted by JAY McKinstry the manager and request another day with still a sold out resort. Shared my Cat 3 experience to condo and in a short time Jay extended my stay and I felt all were professional and realistic compassion. As I went back to t my room, I felt I got every concerned resolved with courtesy and compassion. I went out for dinner and a different valet JOHN SUMNER, recommended some restaurants and ask about leaving my home and my concern of condo neighbors as for their safety. Patrick when I brought the car back and was going inside he said “ will say a prayer for your neighbor “ I thank John and he was a 2 decade employee. When I got to my room was extremely cold, I thought on no, the Hotel will thing an habitual complainer. I called the front desk and was told the engineer would be right up, I sat down for about a minute and heard a knock at the door. I was greeted by PATRICK SCHAFFER, the engineer and he ask may he check the AC/Heating unit and he said I think I know the issue, he opened the panel and done his magic all the time sharing how he learned about electronics in a 6 year Navy enlistment and he has kept learning and how much he likes working at Marriott and they provide him the tools to do his work no matter what the challenges are say to day. The next to last day in the morning Chris Clark came by to ask what time I was leaving and he would schedule a valet to pick up my luggage and have in your car by the time I checked out.

I little history of myself I have traveled world wide over 30 years with hundreds of nights of hotel lodgings and mostly with Marriott.

Never gave it much thought nor attention.

BUT JAY, ALY, CHRIS, JOHN, & PATRICK, I just want to say you all are what makes MARIOTT SUPERB BEYOND GREAT and provided a veteran seasoned traveler with the best stay EVER.

Hats off to you all and whole staff, I hope others who stay will notice as I did your integrity, kindness, professionalism, and leadership and all working as a team that contribute day in and out of your SUPER BOWL efforts in keeping MARRIOTT World Golf Resort MARRIOTT CHAMPS.

People makes company great and comes from team effort from the top of leadership, Training, Team efforts and Work efforts and taking pride in overcoming every obstacle.

You all are a SUBER BOWL...

I recently reserved a room at the World Golf Village Renaissance in the Saint Augustine, Florida area. | |I reserved a 650 sqft room/suite with a sofa. We specifically did that so my kids could study and do homework comfortably while we do some work during the day. Attached are screenshots of the listing.| |Now I did see many listings of another room at 325 sqft at a much lower price. We chose the more expensive room. This was the only one available at $650.| |Anyhow, we check into the room, and we get a much smaller room than expected. It was crammed in for our particular trip's needs, and the door on the furnace was damaged. There was no couch. | |I went down to the front desk, and the girl I originally spoke with told me that since I reserved the room through Expedia, that I would need to resolve this with Expedia. She was actually very helpful and kind. (as expected).| |I then went back to my room and got on the computer and contacted Expedia on my phone. Expedia told me that this is definitely a mistake on the Hotel's part and that they would contact the Hotel to resolve it. They told me they were calling the hotel.| |And now here's where things really went south.| |So I go downstairs to the lobby front desk and spoke with the manager. I let her know that Expedia was calling the hotel. I asked her if she could answer the phone. She replied "No, because I am talking to you.". What the F? | |So then I said, "Okay, I'll wait over there if you could answer the phone please." I showed her the Expedia chat representative on my phone. He said he would call again. She then said "I am not going to answer the phone. This is your fault for reserving the wrong room." Well then, why did she say she wasn't going to answer the phone because she was talking to me? That's a bit insulting if she didn't plan to answer the phone anyways. She was very rude.| |She then made me feel like a prison convict for using Expedia. Why do you list rooms through Expedia, if you hate the people that use it? This makes no sense to me.| |I told her that i was insulted by her stating that I "made a mistake and ordered the wrong room". She repeatedly stated this over and over, no matter how much I asked her not to. I stated that the room clearly stated it was 650 sqft and that I did not make a mistake. | |I asked her if I could instead pay that rooms rate (which was $50 lower) and she said no. She said "You agreed to that room at that price." I stated, I didn't agree to that room as it is not 650 sqft.| |I told her I was not happy paying more for a room than it's going rate when the hotel made a mistake. She offered me a suite at a "Much higher price" but would not state the price. Apparently, I can upgrade but not downgrade. She wouldn't mention the "much higher price" either. | |By the way, Saturday night is the most expensive night to stay there. My night had been ruined. It was now 9pm, and we hadn't had dinner yet because I was trying to get this resolved. We did not get to enjoy the resort. We didn't get to relax. I stated that I felt that I had been robbed of the resort experience that night because I was dealing with this mistake rather than enjoying my stay.| |She kept telling me that it was my mistake and my fault and that I shouldn't have used Expedia. I told her that if she kept saying that, that I'd have to stay at another hotel and avoid Marriott the whole vacation. She replied that I am free to do that and that they would not charge me.| |I also contacted Marriott by phone. The support rep was very empathetic and sympathetic, but said there's nothing he can do because it's up to the hotel.| |Again, nobody should be treated the way I was treated. I feel that the tension and hate started when she saw I booked with Expedia. There were definitely words that made me feel inferior for booking with Expedia. And no, I'm not bound to Expedia. It's just an easy way to plan a trip and is in the top results for...

This hotel is by far one of the best I have stayed in! From the time I pulled up to the door to the morning I left I received top knotch service! The guys that were out front offered right away to help me with my bags! I wish i had gotten there names! They took all of my stuff to my room without even thinking twice! Keith was the one at the desk when i arrived and he was extremely professional and made me feel right at home. At the same time, Madelynn was standing there also offering any assistance i needed. Madelynn ended up being my favorite employee as she greeted me every time i walked by the desk and also helped me with moving a coworkers room to make them More comfortable! Madelynn also explained why the number was on there collars, which is a great idea! Also, i received excellent assistance from Katlin when so called down to the desk my first night! She didn’t hesitate and even offered me extra info! Katlin sure did have great customer service skills too!!! Did I mention I was part of the postal convention there in the hotel, there were at least 200-300 people in attendances. Whitney was amazing at Starbucks/ gift shop taking care of so many of Us through the day! Whitney always had a smile and helped me tremendously one afternoon!! So my second Day at the hotel, several of us ate at a place close to the hotel and had a horrible experience. I went back to the hotel & talked to one of the managers— Jolan(jay)Mckiver and even though they are not connected to this restaurant, he assured me he would let the higher ups know and talk with the people at that restaurant! Jay was very sympathetic towards everything we had gone through and he did tell Tom another manager that evening. And the next morning so had a voucher under my door from the hotel!!!! Just want to say thank you so much again Tom! ( who i never got to meet) Jay(Nolan) was so fantastic that I know this is why he had such an incredible staff, he leads by example!! Our great experience continued for all of our stay. We also had amazing service from the incredible Danielle, at the restaurant and bar! Danielle was amazing and made sure myself and coworkers were all taken care of! Also, Amanda and Kelly jumped in to help all of us when we showed up at the bar that night! Rebecca, Brandon and Jennifer were also helpful every time we needed anything. The night before i left I went up to the desk and Eleanor was there. I needed One of those luggage carts to load up my car because I knew I was leaving the next day. Eleanor did not hesitate To go grab one for me and make sure I had everything I needed. Madelynn Keith Jay Danielle Kaitlin Eleanor Kelly Amanda Whitney The guys doing valet Housekeeping was also amazing!!! All the people above made this stay beyond amazing for so many of us that were there for our convention!! Thank you so much for the excellent customer service, we will be...