Towneplace Suites by Marriott Boca Raton

Nancy and Zhanna made a strong impression on me. Nancy was warm and genuinely checked in to see how I was doing. I also saw Zhanna greeting people at breakfast before heading to the front desk, then hugging her colleagues as she arrived. She seemed well liked and respected by the team. Marriott did well to have both of them there. My only reason for holding back a fifth star was check-in. The male associate working that morning seemed to be having a bad day and came across as passive aggressive. He said, “I can’t kick customers out to accommodate your stay,” even though I hadn’t suggested that or asked him to do it.

The price was a ridiculous premium when there are much fancier places nearby for less. The room felt like an ordinary budget motel, and the free breakfast meant going outside to eat at another hotel. One of the two elevators was out for both days, there was a leaking pipe in the stairwell, and our two-bedroom suite had only one bathroom. Disappointing, all told.

Stephanie made our family feel welcome from the minute we checked in. She was patient and attentive, answered our questions easily, and offered helpful recommendations. She was especially kind to my kids, and that really stood out. Her friendly, professional care made the stay better than we expected. We’re grateful for how she looked after us, and she’s a real asset to the team.

The room I was given had a thin connecting door to a male guest’s room, and noise came straight through. I had no privacy or sense of security. When I asked to move, even offering to pay for a suite upgrade, Stephanie changed her story about what was available and said my only option was to check out. The manager, whom I spoke to on speakerphone, also told me to leave instead of trying to accommodate me. I’m a solo female traveler and a loyal guest, and my late-December stay was disgraceful from start to finish. At check-in, the front desk agent was dismissive and combative, visibly annoyed when I made a simple correction to my payment card. This property has damaged the brand’s reputation for me. I won’t return.