Palm Beach Gardens Marriott — Hotel in Palm Beach Gardens

Don't stay here if you value things like common courtesy, customer service, and feeling valued. In fact, I won't stay at Marriott at all any longer with the way this played out. I took my daughter on a trip to Florida for her 21st birthday and we stayed in the Palm Beach Gardens Marriott, and this trip coming on the heels of two overseas and one domestic stay in a Marriott for business over the previous 8 weeks.

On our last full day there, my daughter left her fake eyelashes on the bathroom counter on top of an upside down hotel glass. I made a comment to her about them on the way out the door that morning, saying it looked like two caterpillars were sitting there. When we returned that afternoon to get ready for dinner, the room had been cleaned and she noticed her eyelashes were missing. She called down to the front desk and spoke to Jakob R., the manager, who sent up the maid to talk her. The maid couldn't understand what she was asking and tried to give her a makeup removal cloth. Again she talked to Jakob who proceeded to accuse her of lying and trying to put the blame on the hotel for her lost $10 eyelashes. I talked to Jakob and asked him to apologize to my daughter for being rude and accusatory to her. He refused, saying it was clearly our fault, we misplaced the eyelashes, his cleaning staff never made mistakes, and the maid (who couldn't understand what we were even asking earlier) assured him she never saw any eyelashes. He told me if I didn't like it, I could "take it up with Mr. Marriott" and that we "were done here". He said he wouldn't apologize for something that was our fault, and very sarcastically said he'd be happy to have someone drive us to Walgreens so she could buy herself some new lashes. I told him I would take it up with the Marriott, and tried to take a picture of his badge so i had his name, at which time he took it off and hid it in his pocket, telling me "Jakob" was good enough. I followed him back to the front desk, and only after loudly insisting he give me his full name in writing in front of other guests, did he relent and write it down, and again reiterated that if I didn't like it, to take it up with Mr. Marriott.

I placed a call to customer service and made a complaint, as well as tweeted to the Marriott handles about the issue. I was told I would get a call back in 3 to 5 days, and the Twitter handle via a direct message, said they would look into it. Unfortunately, its been over 2 weeks and I have never heard back from customer service. Another direct message to Marriott on Twitter resulted in being told to take it up with consumer affairs in Maryland. The only correspondence I ever received was an email from Jakob that the hotel had received the complaint, apologizing if they hadn't met expectations and he had addressed it with "the staff" as a teachable moment. Since Jakob was the original problem, I'm not sure with whom he shared his teachable moment with, unless he gave himself a very stern talking to perhaps, but it appears Marriott does not take their customers or customer service very seriously. I haven't found a way to escalate this yet as "Mr. Marriott" does not have an email address with which to correspond and their customer service department seems to have just ignored the complaint, but I am still looking. Very disappointing that a major corporation in a service industry has so little regard for its customer base. After spending literally thousands of dollars with Marriott over the last few months, I will never stay there again for personal or business travel, and to be fair, they probably don't care either way.

All of this could have been easily avoided with a simple, sorry for the mistake, have a drink in the bar, or an appetizer in the restaurant on us and all would have been forgiven. In my 25 years of travel, I have never had a manager of a hotel flat out call me a liar, especially over something so trivial as a $10 item. How someone like Jakob found his way into the service industry, much less into a management role,...

Warm and Welcoming Breakfast Experience at PGA Blvd. Marriott Hotel

Although my experience at the front desk at this Marriott Hotel was less than good, the exceptional service and warm hospitality I received from the restaurant staff every morning made my stay truly memorable and was the reason to come back every week for 3 consecutive months. Every day during my stay, I looked forward to breakfast at the hotel's restaurant, where I was greeted with genuine smiles and treated like family. Karla, Oriana, Daniela, Belkys and Luz in particular, stood out with their exceptional service and attentiveness. Karla's friendly demeanor and personalized recommendations made each breakfast a delightful start to the day. Oriana's efficiency and warm greetings never failed to brighten my morning, while Luz, Daniela and Belkys's attention to detail ensured that my breakfast, and at the bar experiences were flawless. I also want to extend my gratitude to the other restaurant staff members whose names I unfortunately didn't catch. They, too, contributed to the welcoming atmosphere and excellent service that characterized my breakfast experiences at this Marriott Hotel location. I would also like to highlight a single person from the front desk, David, always very friendly and attentive, he is a worthy representation of good customer service. Beyond the outstanding service, the quality and variety of the breakfast offerings were impressive. From fresh fruits to fresh guacamole and made-to-order eggs, every meal was very good. Despite the not so good experience at the front desk, where I was never greeted as the ambassador Elite status I have, the exemplary service and friendly demeanor of the restaurant and bar staff, made me feel valued and cared for throughout my extended stay. Their dedication to ensuring a positive guest experience truly sets this particular Marriott Hotel apart. On the other hand, I also want to make a formal complaint about the lack of maintenance to the air conditioning in the lobby, gym and restaurant areas. The last three weeks of my stay were very uncomfortable due to the heat felt all day in these areas, the hotel must keep its air conditioning running in perfect condition, especially in the summer season. In general, if you could have the opportunity to stay at PGA Blvd. Marriott Hotel, I highly recommend starting your day with breakfast at this restaurant or enjoying an evening at the bar, where you can expect not only delicious food but also exceptional service from...

Disappointing Stay – Poor Service and Noisy Room||I have always chosen Marriott for the level of service and comfort they provide, but my stay at the Marriott Palm Beach Gardens has been incredibly disappointing. I am still staying here, but after three nights in room 1126, I feel compelled to share my experience.||The M Club is average at best, offering pour-your-own wine for approximately $12, a small nightly charcuterie spread, mini empanadas, free bottled water, and a few Pepsi products. While this isn’t a dealbreaker, it’s certainly not a standout feature.||The real issue is the room. Room 1126 is located next to an "associates only" space that, upon investigation, appears to be a storage area for garbage and cleaning supplies, connected to an elevator. This means constant banging, slamming, and noise throughout the day and night—a nightmare for any guest, but especially frustrating when trying to rest while feeling under the weather.||After three nights of disrupted time in my room, I finally spoke to the front desk. The associate was kind and offered a room change, but when I escalated my concerns about the constant banging next door to us. When I spoke to the manager, I was met with rudeness and dismissiveness. She knew exactly what noise I was referring to yet chose to argue with me about what it was rather than acknowledging the issue. She made no effort to assist with the move, offer a better room, or provide any form of compensatory gesture. Basic customer service, which Marriott is known for, was entirely lacking.||To make matters worse, she attempted to shame me for booking through a third party, which I never do but I used my CapitalOne points, which meant I couldn't book directly this time. This is unacceptable. A guest is a guest, regardless of how they book, and Marriott’s usual standard of service should apply to all.||A simple gesture—Marriott points, a complimentary night, a room upgrade—costs the hotel nothing but goes a long way in retaining guest loyalty. Instead, I was left with the choice of either packing up three suitcases and moving everything myself or enduring continued noise in a subpar room.||This experience has soured my view of the Marriott brand. Without quality customer service, a hotel is simply not worth the price. With multiple Hilton properties right next door, I know where I’ll be...