Residence Inn by Marriott Palm Beach Gardens — Hotel in Palm Beach Gardens

I stayed at this location in August 2024 for one night while in town for a couple of dive trips.

Ironically, what I had previously read about this hotel was the quality of the service, but it ended up being a major letdown for me. Some issues were addressed, while others I am still dealing with and smell a little fishy.

First off, I am a loyal Marriott Bonvoy member and have been at least Silver status for the past 10+ years.

Positives:

1. The room was fine. I love the homey feel of Residence Inns. I didn’t need all the space for just one night, but it sure is nice when cleaning and drying scuba gear. :)
2. The location is just a few minutes away from the Gardens Mall, which is a good place to grab a bite to eat and stretch your legs.
3. The TV allows the use of an Amazon FireStick, which I find to be about 50/50 at different locations. This is important to me, though it may not matter to others.
4. Check-in was friendly—perhaps too much at one point (more on that below).

Opportunities for Growth:

1. The Really Weird Part: This is where the service fell below Marriott standards. When I returned the room keys to the front desk to check out, I was told a receipt would be sent to my email address. I waited for almost a week but received nothing. I called in the evening and spoke to a lady who told me that, according to the hotel's records, I NEVER ARRIVED and was marked as a no-show. I gave her the confirmation #, room number I stayed in and the name of the person I checked in with (Tom). Keep in mind, I checked in both through the app and in person when I arrived. Now they claimed to have no record of my stay. She told me I would need to call back the next day to speak with “Daisy.” When I called the next day, I was told she wasn’t available. However, without me even giving them my name or confirmation number, they knew who I was (likely from my phone number). Suddenly, they had my receipt and emailed it to me right away. Okay… great, but something really fishy was going on. First, the receipt did not have my Marriott Bonvoy Member ID, so I didn’t earn any points for the stay. It also did not include my original confirmation number or the correct check-out time. Clearly, SOMETHING WENT WRONG. I was told I would have to use the website to submit the receipt to get the points, which I did immediately. What truly annoyed me was that the hotel was not being straight with me about what happened. If this had been a business trip or a much longer stay, this would have been a REAL problem. Right now, it’s just a minor annoyance. I’m deducting 2 stars for not being upfront with me and making me chase everything down. By the way, I still don’t have the points. The automated response from the website basically just said to wait another 10 days to see if the points show up.

2. Towel and Pillow Request: I always check in on my phone before I arrive so the hotel knows what time to expect me and can accommodate any requests. When I made the reservation the night before, I requested extra towels and pillows—both options you can select when making a reservation. I even asked for them again when I checked in via the mobile app. When I arrived at the hotel, Tom and another gentleman, who I assume was the manager on duty, verified my ID and credit card. I got my room key and headed up. Guess what was NOT in my room when I got there? Yeah… the towels and pillows. Minor issue, and they corrected it when I called the front desk, but that cost half a star in this review. The app makes this a selectable option.

3. Finding the Hotel: This might be beyond your control, but I really struggled to locate the hotel. I circled the area 4–5 times. I’m GUESSING the problem was that I used the mobile app to load the location into Google Maps. I’ve since noticed it uses GPS coordinates instead of the location name or address. The hotel is in the middle of several blocks of business offices and parking garages. it is tucked away and not easy to see. While this may not be entirely fair, it cost the hotel half a star...

I have been a loyal platinum member with Marriott for over 10 years .

Today I called to extend my stay that was to start tommorow. I was speaking to one rep who was find and without saying anything I was switched from one rep to another rep. The second rep was short and rude and I asked to speak to a manager the rep Monica got very rude and said so you want to cancel. I said No I'm looking to add a day but you aren't listening. Can I have a manager please and her response was I am canceling your reservation. I said why because I'm trying to add a day? Called back to speak to manager Todd who said two employees said you were canceling. I said really I asked for a manager to extend stay and instead a front desk person cancels my vacation the day before trip because I wanted to add a day.

Horrible Customer Service, Horrible treatment of Handicapped and Definitely a hotel to avoid as clearly the employees don't care how they treat people and they ruined our trip

1 star is too good for this location ruining our holiday plans with rude, inappropriate and disrespectful staff and a manager that doesn't care how terrible Handicapped people are treated by their employees is horrible.

• RESPONSE TO MANAGERS RUDE AND INCOORECT RESPONSE

I CALLED TO ADD A DAY DID NOT SAY ANYTHING TO JUSTIFY CANCELING MY RESERVATION I admit I used the term disgusting human and acting like an animal AFTER MY RESERVATION WAS CANCELED BY A FRONT DESK ATTENDANT FOR NO REASON. Listen to the call as clearly I did not curse or cancel my reservation. I only said something negative after my reservation was canceled the day before my trip for No reason. But anyone reading these reviews will clearly see management of the hotel is clearly the problem as several other platinum and titanium members also gave 1 star reviews. There was absolutely no reason for me to be treated the way Monica treated me. I was have reported to Marriott. But anyone considering this hotel consider how bad this manager is acting trying to blame me when I never cursed or screamed just asked to speak to a manager. Asking to soeak to a manager is not grounds to cancel a reservation.Any hotel that allows staff to treat guests this way clearly needs new management. Maybe my response was not the best but as a handicapped woman that just had her vacation canceled for No reason and your hotel tried to keep my certificates ruining my entire holiday weekend I think I showed restraint . The fact as a manager you alllow this behavior shows lack of management skills. I will be sure to forward this as well as all the other 1 star reviews to Marriott. And by the way Marriott tried to talk me into going back to your hotel because they clearly saw how bad I was treated. You need a reality check as your site seems to be treating platinum and titanium members horrible maybe because you don't want them staying there and reporting how terrible you manage the place. Get a clue no one expects to be treated horrible before even...

Update - what started out as an unfavorable experience with the property was rectified this morning. Did finally hear from the property and was able to speak to the Assistant GM, Deisy. I have to give her credit, she handled the situation how I felt it should have been handled initially, it just took a while to get to that point. Splitting the difference with 3 stars - felt it was a 1 prior to this morning, but Deisy was a 5 so have to give credit where credit is due as she was very professional and logical in handling this situation.

Titanium Elite for Life member with 1700 nights at Marriott properties and this experience was very disappointing. From the front desk personnel "Burt", to the General Manager - the customer service, professionalism, sense or urgency, and general care for the customer have fallen well short of what I have become accustomed to from Marriott. To make a long story short - I had several reservations (multiple rooms per reservation) - I transferred several of these rooms to coworkers and cancelled the rest. My account showed that I had cancelled all remaining reservations. On the day of check in, I received a call from "Burt", letting me know they were charging me for a "no-show" fee. I tried explaining the situation and hoped to talk through it to figure out the problem - as I was trying to figure out what the issue was and get more details, "Burt" told me "I don't know what to tell you but I'm charging your card and that's that". I then asked to speak to a GM in hopes of getting someone more reasonable that could walk through the situation with me, was not able to reach them and voicemail is full so could not leave a message. Have tried calling the property several times since then, have still not been able to reach the GM or leave a message. I have now spoken to Marriott customer service twice and opened a case with them, have been told multiple times I would hear back from the GM in 3-5 business days...this is now business day 9 and I have not heard anything. As of today, my card has been charged a "no-show" fee for a reservation that the hotel claims they had on file but my account showed no record of. Not sure if this is a Marriott app issue, but as far as I knew (and my account reflected), I had no outstanding reservations at the property. The resolution seems pretty straight forward. The lack of professionalism by the front desk attendant, and lack of communication/urgency from the GM have me seriously questioning why I have remained loyal to Marriott for this amount of time if this is how they allow properties to treat their most...