TownePlace Suites by Marriott Ft Lauderdale West (Newly Renovated)

My room was spotless and very well cared for, which made the stay much more comfortable. The whole hotel felt calm and organized. Giannes, the housekeeping supervisor, was kind and professional, and the rest of the housekeeping team deserves special mention too. I’d recommend the hotel and congratulate them on their work.

Jorge, one of the managers, really stood out. He was friendly, professional, and ready to help, and made sure we felt welcome and looked after. The hotel was clean, comfortable, and well organized throughout our stay. We’d definitely return and recommend it.

I’ve been a Marriott Gold member for a long time and have stayed exclusively at Marriott properties for many years. I travel often for work, though, and sometimes plans change. This time I drove from Tampa to Fort Lauderdale for a two-day project, but cold temperatures meant the work was canceled after only a few hours, so I’m heading back today without staying. I understand the cancellation policy was disclosed and that I booked anyway. When I tried to cancel in the app, it said I’d be charged $263 because check-in was today. At other properties, staff have been professional and understanding in similar situations and didn’t charge me for a room I never used, even though they could have. Townplace Suites did charge me. It was only 1 p.m., so there was still time to rent the room to someone else. The front desk woman just said that was the deal and I had to pay, with no apology or further discussion. I paid $263 for a room I never even saw. That treatment is making me rethink my loyalty to Marriott when a property can be so callous toward customers and long-time Marriott guests. I won’t consider staying here on my many future trips to this area. She seemed to think my losing more than $250 was funny. I didn’t.

We’ve stayed with Marriott many times, and this property didn’t measure up. The rooms were nice, and most staff were pleasant and tried to help, though a few were gruff. We heard them speaking that way to other guests in person and on the phone. There were elevator repairs happening, the door lock in our room didn’t work, and room service wouldn’t accommodate our request for extra pillows or towels for our party of four. The property seemed to need repairs and upgrades. It wasn’t our best Marriott experience.