TownePlace Suites by Marriott Panama City Beach Pier Park — Hotel in Panama City Beach

Just like the other 1 star reviews, we had some issues with management. We had to stay here due to an evacuation order in our area because of wild fires. We stayed one night, paid the $150 pet deposit and $213 room price, all was well. I checked out the next morning at 9:48 a.m. I called back about an hour later, and just asked if we had to stay there again that evening (again, waiting for evacuation orders) if there was a possible way to waive the pet deposit?

The girl at the front desk was super sweet, told me to please hold while she talked to her General Manager, Emily. Came back and said, "Yes, we can reverse your check out. Then if you have to come back, just come see me and we will give you new keys. This way you won't have to pay the $150 pet deposit again, and you'll have the same room."

Me: "Awesome! How sweet, thank you for being so accommodating."

I call back that same day, around 6 pm when we figure out that we will be able to go back to our house, and won't have to stay at the hotel. The person working the front desk goes to speak to Emily, and is told to tell us that if they checked us out now, the room wouldn't be clean--however, the system would prompt them to book it since it would be showing as available. So to call back in the morning and "check out" and we will be reimbursed.

Cool, no problem!

Call this morning to make sure the charge on my card is refunded. I am told by Emily (the GM) that since I called at 6 pm to check out, the cleaning crew had already gone home, therefore I have to pay for the room. First of all, no one ever told me that I had to call and give them a hard yes or no by any certain time. Second of all, I called to cancel and "check-out" yesterday evening, and was told because it was more convenient for them and their system to call back in the morning and I will be refunded. This was obviously not honored, and talking to her was like talking to a wall.

We are being charged $200 for an entire evening, even though we didn't stay there.

I brought up the fact that this was a rare circumstance, and that we didn't know if we were going to be able to go home or not until 6 p.m. She responds (with an attitude) that other people knew by 1 p.m. and had called to book, so where was I getting my information from?

Then she left the call with saying, "well, you can just get that money back from your insurance company."

Super unprofessional. Don't waste your money or your time. Stay...

This hotel is highly understaffed and undermanaged. I had to cancel my reservation due to an event change, where the event booked our room. I called the hotel directly and cancelled our stay 3 days prior to our scheduled arrival. I received confirmation from the front desk that the reservation was cancelled at no charge, and that the event had sent over notification that it was cancelled as well. 7 days later I was charged a $123.17 no show fee on my credit card. I called and was directed to the hotel manager "Emily". I left her a voicemail and waited. She never returned my calls. I then called the hotel and asked to speak directly to her, and she took my call. She was unapologetic and explained that she hadn't checked voicemails in several days. She also insisted there were no telephone records to review as they do not record calls. I have the date and time of the call where the cancellation was made, she then let me know that all of my misfortune was my fault. I should have done more to ensure that the event cancelled my reservation. I called the Marriott customer service line and the associate was very pleasant and listened to my concerns and assured me this is not the way that Marriott properties operate. I was assigned a case # 646000459 and assured this would be addressed quickly. One hour later I received this response by email:||Thank you for contacting Marriott Bonvoy, my name is XXXXXXXXXX with the Case Resolution Team, I am happy to assist you. ||Upon review of your reservation at the TownePlace Suites By Marriott Panama City Beach Pier Park Hotel. We found that the reservation was not cancelled, you were charged as non-arrival. ||We appreciate you choosing Marriott Bonvoy for your travel needs, and look forward to extending our hospitality wherever your travels may take you.||Regards,||XXXXXXXXXXX.|Marriott Bonvoy® Case Resolution Specialist||Join our free Marriott Bonvoy program today to start earning immediate benefits, such as Free Wi-Fi and points towards free nights at over 30 hotel brands in 10,000 global destinations when booking directly with Marriott. Join Today.|||I am and have been a Marriott Bonvoy Rewards Member. I will do everything in my power when arranging future travel, to avoid any Marriott Properties. All over a $123.17 charge for nothing. I was also never provided a Folio or...

This hotel is highly understaffed and undermanaged. I had to cancel my reservation due to an event change, where the event booked our room. I called the hotel directly and cancelled our stay 3 days prior to our scheduled arrival. I received confirmation from the front desk that the reservation was cancelled at no charge, and that the event had sent over notification that it was cancelled as well. 7 days later I was charged a $123.17 no show fee on my credit card. I called and was directed to the hotel manager "Emily". I left her a voicemail and waited. She never returned my calls. I then called the hotel and asked to speak directly to her, and she took my call. She was unapologetic and explained that she hadn't checked voicemails in several days. She also insisted there were no telephone records to review as they do not record calls. I have the date and time of the call where the cancellation was made, she then let me know that all of my misfortune was my fault. I should have done more to ensure that the event cancelled my reservation. I called the Marriott customer service line and the associate was very pleasant and listened to my concerns and assured me this is not the way that Marriott properties operate. I was assigned a case # 646000459 and assured this would be addressed quickly. One hour later I received this response by email:||Thank you for contacting Marriott Bonvoy, my name is XXXXXXXXXX with the Case Resolution Team, I am happy to assist you. ||Upon review of your reservation at the TownePlace Suites By Marriott Panama City Beach Pier Park Hotel. We found that the reservation was not cancelled, you were charged as non-arrival. ||We appreciate you choosing Marriott Bonvoy for your travel needs, and look forward to extending our hospitality wherever your travels may take you.||Regards,||XXXXXXXXXXX.|Marriott Bonvoy® Case Resolution Specialist||Join our free Marriott Bonvoy program today to start earning immediate benefits, such as Free Wi-Fi and points towards free nights at over 30 hotel brands in 10,000 global destinations when booking directly with Marriott. Join Today.|||I am and have been a Marriott Bonvoy Rewards Member. I will do everything in my power when arranging future travel, to avoid any Marriott Properties. All over a $123.17 charge for nothing. I was also never provided a Folio or...