Residence Inn Daytona Beach

Contrella made us feel welcome from check-in, always smiling, helpful, and patient with the new employee she was training. She deserves a raise, and other hotel staff could learn from how she treats colleagues and guests. My wife and I stayed six nights for our September anniversary. On the second day, ants became an issue in our regular, smaller suite. When we told the front desk, Contrella immediately apologized and offered to move us, then upgraded us to a one-bedroom suite. We had no problems after that. The room was lovely and very quiet at the end of the hall, and we enjoyed the pool, hot tub, and breakfast. It was a wonderful stay.

We keep choosing this hotel for its Daytona Beach location and comfortable rooms, and we stay often for business. We know the overnight staff from arriving late, so the way our last visit went was especially disappointing. After a five-hour drive and a full day of work, we got in around 2 a.m. Kevin was on a lobby couch with his feet up, on his phone. Sam was at the other end of the desk watching something on a device. When we greeted her, she called over to Kevin to check us in because she was on break, though he was only a few feet away. We also asked about a luggage cart and were told they were probably in guest rooms. Neither employee tried to find one until my husband showed his frustration. Kevin stepped away briefly, then came back without a cart. With no other guests in the lobby and no help offered, my husband had to haul our bags to the elevator while I parked. This wasn't a case of a busy or short staffed team. It felt like a lack of initiative and basic hospitality. We have stayed at Marriott and Ritz-Carlton properties around the world as lifetime members, and this service felt more like a roadside motel than a Marriott. We have had other occasions here when staff showed poor judgment or customer service. There are ongoing concerns with the overnight desk, too: agents relaxing on couches, watching videos at the desk, parking where guests need to unload, and not wearing professional clothes or name tags. Day staff don't seem to do this. We pay to stay here, and loyalty shouldn't mean accepting falling standards. The hotel still works for us because of its location and accommodations, but management needs to take this seriously, improve training and accountability, and explain how this will be addressed. We expect better from a hotel that typically costs over $200 a night.

We come back whenever we need to attend certain events, and it's great that we can bring our furry babies. We always book a suite with a living room and full kitchen, so there's room for them to explore. The staff are friendly and courteous, and there are lots of restaurants within walking distance.

I wouldn't stay here again. On January 6, I found several roaches in my room and reported them to management, but nothing was done. They also said my points would be refunded because of the problem, then never followed up or returned them. A serious cleanliness complaint was handled poorly, so I can't recommend this place.