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

Hands down my worst travel experience ever! I booked this place for 2 nights, about a week apart, before and after a cruise. We arrived at 5pm the first time, about an hour after check-in begins. They claimed they lost my prepaid reservation that I made 6 months ago and had confirmation of. They said they were overbooked and had no room for us. While we were trying to sort that out, another couple came in, and guess what? They lost theirs too. They offered no assistance in finding us a new place to stay or transport there. We were the 3rd reservation that day they had "lost". I asked about my reservation for the next week, after the cruise. They said they had that one and all was good for that. Still not trusting this, I asked for a print out of it and then upon returning, I made a special trip to the hotel as soon as we disembarked the ship. They assured me that my room was in the system, no worries, we had a place to stay. Still not feeling great about it (because it really seemed to me last week that they were lying to me) I requested early check in. I explained that we had no car but had plans for the day in Boca, about 45 mins away. I said I would forgo our plans for the time being because they said we might be about to get in around noon. We went to a nearby shopping area to mill around until noon when they said they would call. After getting no call, I called to check on the status and they said they would check. Thru pushed it back to after 1pm, then they pushed it back until after 2. I had explained to the front desk that we had museum tickets and movie tickets to follow so we would be going on with our plans if we couldn't get in before 2 because the museum closed at 5pm. I told them that if we couldn't get in early, we would have to come after the movie, around 10pm. They assured me that we had our room and that it would be fine. So, despite what happened last week, I had been told repeatedly to my face and over the phone that my reservation was fine and that we had our room. We arrived about 10:10pm to check in and we were told that they sold our room and had no rooms available. Someone let slip that they make it a practice of purposely overbooking so that they are always full. My reservations were both prepaid and non-refundable and the second time I told them very clearly that I was here and would be needing my room and they assured me it wasn't an issue. They lied to me. Our room was paid for in advance so there was no chance of them not getting the money for it and they knew I wasn't just not showing up. There is NO excuse for their behavior. NONE. If that wasn't bad enough, a man came in after us and said he was checking in. I told him not to get to comfortable, there are no rooms. Guess what? He got his room! I was turned away, after paying for transportation to the hotel first thing in the morning to be sure that they had my room and speaking with them throughout the day and they sold my room and said they had no rooms but the man after me, he got his. How about that Marriott? I guess you had a room after all. So after getting up at 5am to get off the boat by 7 and coming straight there for a prepaid reservation, you still couldn't give me a place to sleep and by the time we got to a new place and checked in, it was well after midnight and I got about 2hrs sleep before having to get up to go to the airport. You ruined our vacation and you make a practice of it. Someone let it slip that you do this all the time and that they don't feel good about it. Like I said before, you already had our money, so what was the point of treating us this way? Is this your idea of hospitality? I'm never been so disgusted with a business in my life. I will never trust anything with your name...

I am writing because I am disappointed with my stay at WPB Marriott Residence Inn. After having been a guest at the properties in Denver, Chicago and Cincinnatti several times, I thought that I would have the same excellent customer service and experience but I was very wrong.

It starts with an email I received confirming my reservation but everything was in credits so I called THIS hotel to find out what my actual cost was going to be. I was told that my entire bill was going to be covered by my points. And this was by the general manager because the person who picked up the phone and who I conversed with asked me to hold while she went to check on my inquiry.

Then I get another email saying unfortunately, that was a mistake and points will not be covering my stay. So why wasnt this told to me when I originally called to confirm what the cost was vs. points??

I then call the reservation line - the 1-800 number to find out what my cost for the stay will be and find out that my room was not what I originally reserved. I originally reserved a double queen room because I am traveling with my elderly mother and she needs her space. And the reservationist confirmed that she changed the room and that I had a double queen room.

To my surprise when I get here, I find out that I have a single queen; with 4 adults in the room - Seth tells me there is nothing he can do about it. I ask for a cot - which I can get at other Marriott properites, Seth tells me there are no cots.

I am not sure where the breakdown happen but there was no compesentation for the mistake in my reservation and I was made to "deal with it."

Then I get an email on Dec. 31st saying Thank you for your stay as though I have been cashed out when I am not scheduled to leave until January 3rd! I get this mail while I am trying to relax on the patio so, I have to go to the front desk and learn of some business thing that you all do when the bill is over $1,000, which makes no sense to me. Again, this was not communicated.

All in all, the confusion and lack of consdieration at this property was a thorn in my trip. While I am grateful that Danielle tried to work something out on Dec. 31st to move us to another room, it was too little too late as at that point we had two days left in our trip to move all of our things and get resettled only to pack up and leave in two days. The breakfast is lack luster and...

To be quite honest, I gave this hotel of one out of five because of the customer service received from the general manager, Stacy. This was a difficult review for me to write because Orlando, Connor, Hector, and Gisela, who are at the front desk have been absolutely awesome people. However, I had a small discrepancy with my bill , which I booked the room using my app for a specific price and when I got charged, it was a different price ($3 difference) and to be quite honest what really bothering me about this entire interaction was the demeanor of the assistant manager, Alex and the general manager, Stacy. Alex was condescending rude and nasty and when I spoke with Stacy, I felt as though she spoke with Alex and didn’t want to make any exceptions or even hear me out. And I’m a person that travels 300 days a year due to work normally have amazing relationships with the staff where we end up becoming friends afterwards and still keep in touch. This is the first time ever that I’ve left a hotel early because of the service received by the general manager. When I explain to the general manager the situation, and stated that it could possibly be a glitch in their system. Her response was like I’m sorry you feel that way that is what you booked and I clearly explained there was no possible way that would’ve been the case. I regret not taking a picture of my reservation, which is something that I would tell everyone to do. The hotel is self. It’s old. It’s stale. A lot of the things are broken up, but honestly in the beginning, I stood because of those four people, and I would just come to my room and go to sleep and then the next morning, but the fact that the general manager wants to argue with me about six dollars and not even care and literally in so many words told me to take my business elsewhere, says a lot to me about the company says a lot to me about the hotel and says a lot to me about her as a person. If God forbid something happened worse I would’ve been afraid how she would’ve handle it. Obviously, this is a person that does not want to take responsibility or doesn’t care about her customers. therefore I would tell someone if you just wanna spend the night hopefully you get lucky enough to be with one of those four people and it is what it is but be weary because if you have any issues you may have a lot of problems, because it is clear that the upper management...