TownePlace Suites by Marriott Orlando Downtown — Hotel in Orlando

We just returned from our stay at the TownPlace Suites in Downtown Orlando a couple weeks back. It is worthy of five stars, if only the laundry facilities were maintained. (Guests in long-term residency hotels often need and expect to do laundry. Sadly, I can’t rate the hotel with a 4.8 stars…I would if I could. )

The above flaw aside, this is a wonderful property with an incredible staff. Front desk management like Desiree, Gabi, Rebecca and Breakfast by Ingrid and Lucy ensure a top notch experience for guests. Each employee I encountered endeavored to make our stay as perfect as possible.

Desiree did everything she could to upgrade our room to accommodate our family of three, including the 6’4” son, even when the room wasn’t originally available at the time of reservation. And she did it. The second half of our stay was spent in the comfort of a two-bedroom suite. My son could finally sleep while on vacation.

Gabi welcomed us home after every long theme-park filled day…making sure we were equipped with anything and everything we needed in our room. And always with a smile. Gabi is a joy.

Her protégé, Rebecca, took the helm after 11 PM…and like her predecessor, also greeted us on those late nights with the familiar warm TownePlace welcome. I owe her a special thanks, because it was with her initiative and efforts that she located another facility for me to do my laundry (see above mentioned issue) after a very long and exhausting Orlando day.

We met Ingrid on our first morning. The moment she learned that we didn’t eat pork when her beautiful breakfast service was pork-laden, she went into her kitchen and immediately prepared delicious quiches for all of us. Not once did she make us feel like we were a burden…but rather, guests in her own home. It may be a coincidence, but after that morning, there were non-pork breakfast entree options every single day. We didn’t have the chance to speak as much with the other breakfast manager, Lucy, but the experience was identical. Breakfast consisted of a pristine presentation, continuous hot and fresh offerings, and a well-managed dining area despite multiple guests not accustomed to our casual, American way of cleaning up after ourselves.

Seriously, we love this place and its staff.

Oh yes, for those wondering about typical hotel concerns, the showers had fantastic water pressure equipped with great bath products (clean scented suitable for men, women and children!) and the beds were fantastic — firm mattresses with a pillow top. Perfect after a long day.

If you’re planning a stay in the downtown Orlando area soon, you’ll be comfortable here. Just make sure any laundry needs will be addressed ahead of time…and go hug the ladies on...

A Disheartening Experience Marred by Discrimination and Mismanagement

My stay at TownPlace Suites by Marriott, Orlando Downtown was not only disappointing but deeply troubling, a sentiment I never imagined I'd have to associate with such a reputed establishment. Under the management of Ramon Lima and his assistant, Desiree Andersen, what was supposed to be a recuperative getaway with some light business quickly devolved into a nightmare of discrimination, false assumptions, and utter disregard for guest well-being and privacy.

The core issue stems from their unjustified response to my having guests—which was purely for professional purposes—and my need for extra linens due to a medical condition. Rather than approaching the situation with understanding or attempting a conversation, the management leaped to discriminatory practices, falsely associating my actions with illicit behavior. This led to our premature and humiliating eviction from the hotel, under the threat of police action, without any opportunity to explain our side or any attempt at dialogue from the management.

The financial repercussions of their actions were significant. Not only were we unable to enjoy a planned visit to Epcot, costing us $352, but we also faced the indignity of being cast out without justification. This experience was compounded by the staff's subsequent illegal opening of my personal mail after our departure—a breach of privacy and federal law that was dismissed without apology or acknowledgment.

Throughout this ordeal, there was a palpable lack of desire from Ramon Lima and Desiree Andersen to address the issue, make amends, or even offer the basic courtesy of an apology. Their handling of the situation speaks volumes of their disregard for guests' rights, privacy, and dignity.

To potential guests, most notably those from the LGTBQ community and those who support the LGBTQ community, considering, TownPlace Suites by Marriott, Orlando Downtown I urge you to reconsider and hold Marriott accountable. The management's predatory discriminatory practices, coupled with their propensity for making baseless assumptions and their utter failure to communicate or rectify their mistakes, paint a picture of a hotel that falls egregiously short of hospitality standards. My experience, marked by humiliation, financial loss, and a blatant disregard for privacy and legality, underscores a concerning lack of professionalism and empathy within its management who clearly targeted us because we are gay, used extra linens and had guests...

Sunday, February 18, 2024||Ramon Lima, General Manager|Desiree Andersen, Assistant General Manager|TownePlace Suites Downtown Orlando|51 Columbia Street|Orlando, Florida 32806||Dear Mr. Lima and Ms. Andersen,|| My wife, and tomorrow my son, and I are (will be) guests at your hotel.|| As a long-time Marriott resort owners and long-time (Titanium) Bonvoy cardholders, your hotel staff is a prime example of why we are loyal to Marriott.|| My son is traveling from Tampa to Orlando for a revision of an orthopedic surgery owing to a sports-related injury. His surgeon’s office recommended that he stay at your hotel, and we are glad he did!|| I spoke with Ramon (who I now am the GM) early on and asked to be put on a waiting list for a handicapped accessible two-bedroom suite – of which there is one among the eleven two-bedroom suites in the hotel – no problem, waitlist assured.|| My mistake was booking a room for a day later than our supposed to be arrival – again no problem, Maria took my phone call and accommodated the change in schedule.|| On arrival the front desk staff (Juan Carlos and Gabby) could not have been more accommodating in explaining the room availability (the two-bedroom two bath was occupied but not needed by us until the next day) and Juan Carlos showed us to an alternate for the first night – with patience and good humor I might add (heavy on the patience and heavy on the good humor!).|| As for accommodations the room/suite is clean, spacious and comfortable – I am especially impressed with the green-consciousness lighting control (key in a slot lights work, no key lights can’t be left on....great idea).|| I am certain that the next two days will be equally as hospitable.|| Thank you all.|| With appreciation,| ...