Courtyard by Marriott West Palm Beach — Hotel in West Palm Beach

I am writing to express my deep disappointment and dissatisfaction with the service I received from Roberto, the manager at Courtyard by Marriott West Palm Beach. My recent experience at this particular location, on June 8, 2023, was nothing short of distasteful and left me feeling extremely frustrated and ignored.

The incident occurred when I approached the Front Desk around 9:30 PM to address an urgent matter. I explained to Roberto that I had accidentally left my phone inside room 120 and had no means of communication, as my other accounts were locked due to rolling authentication. I emphasized that I was unable to access important contacts, work-related information, school accounts, and even my auto insurance details, leaving me in a state of vulnerability. Roberto's initial response was dismissive and unhelpful. He casually suggested that I could contact a friend for assistance, even after I explicitly stated that I had no access to any means of communication besides my personal email. This lack of understanding and empathy was disheartening, especially considering the critical situation I was facing. As I patiently waited for Roberto's attention, two other guests arrived at the Front Desk. In an attempt to be considerate, I stepped aside to allow him to attend to their needs. However, after they were assisted, I returned to Roberto for assistance, only to find that he was unwilling to help me any further. He claimed that opening a guest room for privacy reasons was not possible, even when I suggested alternative solutions such as calling the guest's room or having housekeeping assist later.

Frustrated and feeling abandoned, I left the hotel and sought assistance elsewhere for over an hour. Upon returning, I found Roberto still unwilling to help and merely promising to call me back, which he failed to do. In my desperation, I reached out to Marriott customer service, only to be met with dismissiveness from the agent. I subsequently called Roberto again, 40 minutes later, to request an update. Finally, at 11:54 PM, he reluctantly agreed to call the room. When I inquired about the delay and expressed my frustration, Roberto responded with an attitude, becoming defensive and unprofessional. Additionally, when I asked for the contact information of the location manager or the availability of management, he rudely suggested that I search for it myself online and refused to provide any details. To my disbelief, he abruptly ended the call by hanging up on me.

Roberto's behavior throughout this ordeal displayed a complete lack of decorum, professionalism, and understanding of his role as a front-end night manager. His dismissive attitude, failure to assist in a timely manner, and rude demeanor are unacceptable for someone in his position. I strongly believe that his management position should be reviewed, and appropriate disciplinary action should be taken to ensure incidents like this do not occur again. I sincerely hope that Marriott takes this complaint seriously and addresses the issue promptly. As a loyal customer who has previously enjoyed excellent service at various Marriott properties, I believe it is essential to uphold the reputation and standards that the brand is known for.

I kindly request that you investigate this matter thoroughly, provide appropriate feedback on the actions taken, and ensure that Roberto's behavior is rectified. As a result I lost an entire day’s worth of work. Moreover, I would appreciate receiving compensation credit toward my next visit for the distress caused by this unfortunate experience.

Thank you for your attention to this urgent matter. I trust that Marriott will take the necessary steps to resolve this issue and restore my faith...

I have traveled a lot in my lifetime and this was the worst stay I have ever experienced! When we got into the room one of the things we had to do was use the toilet. The first thing that happened was the toilet got clogged! After trying almost a dozen times to get the toilet to flush we finally resolved to the embarrassment that we would have to call down to the front desk and have a plunger sent up. After calling we waited over an hour and no one ever brought up a plunger. Finally, I had to go down personally and ask for a plunger. They finally came up later and brought a plunger to the room and cleared the toilet.

Later we went to the pool to hang out and do some swimming in the heated pool, which was not heated at all. On the third floor balcony there were two young men who were blaring their Cuban music at full blast on their stereo and dancing on the balcony. I guess they thought it was still spring break for some reason. This was disturbing the other guests who were at poolside but they didn't seem to care. I called the front desk and asked to please have the young men turn down their music. It took about 20 minutes for someone to finally come out and ask them to turn down the music. Of course as soon as the employee left the poolside they turned the music back up!

The worst part of all was when my wife and I got in bed to retire for the evening my wife jumped out of bed and pulled the sheets back in horror she pulled out from between the sheets a dirty pair of underwear! In disgust we realized that the sheets had not been changed from the prior guests and whoever had been in the bed before us took off their underwear in the bed and left him between the sheets! Obviously, we were quite disgusted and appalled. At 10:30 in the evening a young man had to come up and change our sheets while we waited for him to do this. Unfortunately, he only brought a partial set of linens and had to go back downstairs and get the rest of the linens needed to finish changing the sheets. The overall changing of the sheets took 30 minutes and we didn't get in bed until after 11 p.m. Obviously, this is something we never want to experience again and will never visit this hotel under any...

Really grossed out. I stayed at the hotel because it's really close to where I needed to be, but folks familiar with the local hotels told me not to stay there. At first I was happy. Nice looking room, I stayed in a suite with a separate bedroom, a waste really but I didn't know that's what I was getting when I booked. I had two tv's but one wasn't working. Tv was fine, special cable box seemed to be broken. Wasn't a big deal to me. By the 2nd morning the fridge had frozen everything I had inside. I turned the fridge to "off" but on the 3rd morning everything was still frozen. Controls seemed to not work. Fridge was useless. First morning I went to the bistro and realized the prices were high. Staff was really nice, but 8 bucks for a bagel and OJ was pushing it. Especially when the bagel isn't even fresh. Finally, on the last morning before check out, I was collecting my things when I noticed something by the window in the bedroom. I pulled the stationary curtain out of the way and noticed quite a bit of water damage around the AC unit. Not uncommon. But what I didn't expect was for it to be moldy and the issue to have caused the wall to disintegrate. Looking around some more, there were signs of repaired damage to the ceiling above the AC and the wall on the other side (in the living room area.) In general I also noticed that the walls seemed dirty and I found stains in some areas.

I will not be staying there again.

Access to the courtyard pool area was nice with a patio door directly from the room. Though the pool was dirty and a room facing the pool has to deal with nightly yelling coming from the pool till around 1030 (pool closes at 11pm) and folks seemed to like having loud conversations from the upper balconies to other rooms and the pool.

I also found the king size bed to be unsupportive and sagging in the middle. And the shower was really narrow, if I tried to face the shower head my shoulder would touch the wall and I had to lean out.

I have attached pictures...