Hotel Landy Orlando Universal Blvd., a Tribute Portfolio™ Hotel — Hotel in Orlando

We were forced to call the police due to the manipulative, unprofessional, and hostile behavior of the night manager, Alexandria (Alex), during our stay.

Her repeated false promises, derogatory language, and inability to de-escalate created an environment no guest should ever experience.

Manipulative behavior began upon arrival when two different staff members gave conflicting reasons about an available upgraded room. We had booked and paid for a suite, not a complimentary change or upgrade, contrary to Alex's initial claim that we were upgraded to a junior suite as well.

The suite we paid for and received was smaller than originally promoted, outdated, visibly worn, and unclean, requiring us to wear footwear in the shower, conditions unworthy of a 4-Star property.

Deceptive promises continued when Alex instructed us to return the next day during her shift between 4:00 p.m. and 1:00 a.m. to correct the situation.

The next day, she failed to honor this commitment and, instead of doing what any leader would do in a professional setting, she criticized other managers and staff for errors she herself admitted were incorrect.

Her statements that “they never listen to me” directly reflect poor team culture and ethics, as she talks down on other managers instead of taking accountability for repeated failures.

After three broken promises, we decided to leave the property after only one night. Upon failed promises, she verbally stated over the phone that our stay would be “at no charge,” a clear acknowledgment of her repeated failures and the unacceptable experience.

When we arrived to check out in person, she attempted to reframe the situation as a “refund for unused nights,” which is standard Marriott policy and not an act of accountability.

This was one of many examples of her manipulative conduct, especially since she forced us to wait at her instructed time and next shift, leaving us no choice but to stay an additional night after a poor experience they she promised would make right.

Hostile interruptions continued when we calmly tried to clarify. Alex repeatedly spoke over us, raised her voice, and falsely accused us of being "aggressive," creating a tense and intimidating environment instead of de-escalating. While we never used derogatory language or called names, Alex cannot say the same.

Apparently having to abrutply checkout after only one night and expressing concerns about the room w/o using inappropriate langauge or raising a voice is "agressive".

To ensure she could not create a false narrative, as has been displayed in her repeated dishonesty, we began recording for documentation purposes to verify her false claims.

She stormed off and ran away. A few seconds later, Kailee H, came over, and also refused to help us as well, crouching through a legit hole in the wall. We do have this on video.

If Alex believed she was acting appropriately, she would not have refused to provide her name with last initial, a business card au minimal, or refuse to record for documentation due to her false accusations.

This is all while their fromt desk camera in that public area recorded where there is no reasonable expectation of privacy

Furthermore, the young lady, Kailee H, who walked past, refused to help us as well passing through a gaping hole in the wall in the front desk area while saying, "nope!" to our literal response of "excuse me, can we..."

In any professional setting, it is expected for a manager or team member to de-escalate, meet promises, and uphold team ethics.

Alexandria amd Kailee H failed on every standard. Alex's behavior demonstrates she is unfit for a management role, Kailee lacks, and further, the GM, Nathalia S. R., should be held accountable as well for reinforcing this behavior as Alex communicated that they advised her

Until Marriott conducts a full review, enforces accountability, and retrains or replaces staff at this property, guests should avoid at all costs, especially seeing it got to the level of us having to call the police to receive an receipt/folio after...

If you have any self respect, don’t stay here. ||1. The Noise. On top of the ac running there is an additional deep tinny sound that kicks on at random hours for 10-20 minute increments. You will jump up at 2 in the morning and think a jet is flying into the building. And you will think I can handle this, and just as you are about to finally doze off again, it will happen again, and again. And the noise carries on all day and night. |2. You won’t be lonely. They have tiny ants/bugs everywhere. Especially on the night stand. They make their way onto the pillow or maybe your arms or face |3. Service. Their staff is trained on very sweet and stoned. They will say YES and I’m sorry but they will move with intention as if you are in a zen spa versus a city that is primarily business and family travel. They may give you a key that just was not even connected to your door and as you are dragging your luggage and sweating they will test every last bit of your nerve as you are late to work (reasons below) but no worries. They will smile sweetly and have ZERO urgency or worry. In the same vein, only one person will be available at the front desk from 6 pm on so if you call, rest assured your call will RING ON for 45 minutes, you will then be put on hold, then told they will fix your issue and help you - you will be able to retire and move into a senior living facility as you continue to hold |4. Your room will not be ready when you get here. You will not get the room you booked. You may be put on a floor that the carpet was flooded on, there are commercial fans blowing - yessss more noise!!!, the floors are ripped up and it reminds you of a construction site. |5. You will ask for another room. The very kind and record breaking slow team will maybe move you to another room where key wasn’t ever connected. |5. Noisy but no ac! You will maybe get another room. The room has all the noise of ac but alas, it’s 80 degrees in the room. The ac is not working. At this point you’re an hour late almost in tears and have to go to work. You beg the front desk staff to please have it repaired. They are truly lovely. They assure you when you return at 7 pm the room will be delightful and chill. |Oh but you already know. You return. Your room is 89 degrees. With all the noise. You called the front desk. They promised that within 10 minutes you’ll have a room. You sweat and you are exhausted. When you go down to the front desk jokes on you because the one person is on the phone. You’re not that important silly!!!|Well it’s been a day. At about 10 pm you get a new room. It’s cold. But let’s be clear it’s noisier than living under the Lincoln tunnel. But you paid real money, so too bad! ||And if you think you can set up a meeting to get work done in your room because you did in fact leave the do not disturb sign on think again. The door will be knocked on. You may or may not be in your underwear as you did pay for the room. You will be bulldozed in a language you clearly don’t understand but you make out this is maintenance to change the door knob. HOLD YOUR GROUND, translation app explained they were changing the door locks. No, not now. Bye. |And if you are asking why I am placing this here. Well, for the past three hell filled non sleep nights I have politely accelerated my true grief, while being barely functional from horrible sleep , however the lovely slow and stoned team has reassured me my challenges are being carefully reviewed. They are reviewing it. Carefully. How clever. String the person along until they check out and run away so fast and never look back. |Landy a tribute portfolio you are the perfect example of putting...

We stayed at this hotel for 16 nights in May to celebrate our honeymoon and my husband's birthday. Upon arrival, we were warmly welcomed by Maya, who was cheerful and accommodating. She upgraded our room and offered complimentary breakfast and drinks for one night, which was a thoughtful gesture and I was grateful for it! ||Pros|• Modern & Clean: The hotel is stylish, well-maintained, and generally staffed by friendly, helpful individuals.|• Dining Options: On-site dining, including a convenient Starbucks, made meals easy. Our first dinner was excellent—delicious food served promptly.|• Location: Ideal for tourists—just off International Drive, with restaurants nearby and only 10 minutes from Universal Studios and 20 minutes from Disney.|• Facilities: Great amenities including a pool, jacuzzi, gym, games room, and outdoor activities.|• Outstanding Staff: Maya stood out for her exceptional service throughout our stay. Sierra (Starbucks) and Owen (checkout) were also friendly and professional.||Cons|• Housekeeping Inconsistencies: Despite being told rooms would be cleaned daily, our room was missed on three occasions. Towels, toilet paper, and soap were not replenished, and bins were left full. Requests for basic items like shower gel/hand soap were repeatedly ignored until escalated to management. |I spoke to the man on reception wearing a grey blazer and his response was shocking “I have communicated this to housekeeping, they speak Spanish, there’s not much more I can do and he shrugged his shoulders. You can speak to the manager if you like.” |• Noise Issues: We were woken at 3 a.m. by loud shouting from neighbouring guests. After 10 minutes, we called reception, who informed us that security was “doing his rounds” and would attend shortly. Unfortunately, the noise continued for another 20 minutes, and we didn’t observe any intervention. The next morning, the manager explained that security had checked but “heard nothing,” which was disappointing given the delay in security coming up to check their room. |The following night, the same guests were disruptive again around 10–11 p.m. This time, we recorded the noise and reported it in person. Maya and another staff member responded immediately and said that it was unacceptable, and security arrived within 10 minutes to resolve the issue. Their prompt action was greatly appreciated and demonstrated the level of service we had hoped for throughout.|• Lack of Shuttle Information: We were unaware the hotel offered a shuttle to Universal Studios until after our stay, which could have saved us transportation costs. This should be communicated more clearly at check-in or on booking platforms.|• Marriott Tour Desk: We were approached multiple times about a promotional tour to another Marriott property. The purpose of the tour was unclear, and it felt intrusive during our vacation.|While one staff member at the Marriott tour desk was polite, another was overly persistent and unprofessional. When we declined the offer to join a promotional tour, she appeared visibly irritated and repeatedly questioned our decision, asking “Why?” multiple times—even stating it was a fully booked tour, which made her insistence confusing. We later discovered it was a 90-minute tour of another Marriott property, which was not of interest to us during our holiday. |__|Overall:|This hotel has a lot to offer in terms of location, amenities, and select staff members who go above and beyond. However, improvements in housekeeping consistency, communication, and guest relations would significantly enhance...