Residence Inn by Marriott West Palm Beach

The place was dingy, small, and out of date, and the parking lot smelled like dog pee because they allow pets. I had to move between three rooms. The first reeked of dog urine. The next started leaking, soaking the carpet. Someone vacuumed it without communicating or fixing the problem. The leak went on for two days until the ceiling peeled away and fell onto the bed in the middle of the night. They promised a refund, then said they couldn't process it because I had booked through a third party. When I followed their instructions and contacted the third party, my refund request was denied on the claim that I hadn't reported the issues, which wasn't true. I was also told points would be added to my account, but they never were. One of the worst hotel experiences I've had.

Raizel at the front desk was friendly, and when I later asked for ideas for something unique around West Palm Beach, she printed out information about Morikami Museum and Japanese Gardens and Lion Country Safari for me to check back on. We visited one on each of the next two days and enjoyed both. Her thoughtful recommendations and kind service made the trip excellent, along with comfortable, convenient accommodations. The room was clean and smelled good. I did have a broken nylon screw on one side of the toilet seat. I called down right away, and Raizel sent Sebastian from maintenance. Before we'd even finished unloading the luggage cart, he'd fixed it and offered to take the cart back for me. At first, I found the parking lot a little hard to navigate, but once I understood the different traffic flow, it was fine. I definitely recommend this hotel.

Dear Sir or Madam, We booked a suite with two beds at the Residence Inn by Marriott, but were given a room with only one. Our children now have to sleep on the floor without proper bedding or blankets. For a family stay, this is completely unacceptable. We ask for the room type we reserved or a suitable alternative, along with a commercial gesture to make up for this inconvenience. The welcome was poor as well. The front desk employee was busy at her computer and showed little regard for us. Her manner was dismissive and unprofessional, and her tone was inappropriate. She also imposed conditions before letting us access the room, which is unacceptable and not in line with Marriott's service standards. This experience is far below what we expect from a Marriott property. We look forward to a prompt response and a quick resolution. Sincerely, François-Xavier Mathieu

The hotel itself was great, and Steve was incredibly helpful and kind. He went above and beyond, and I hope he gets the credit he deserves. He's one of a kind. If Steve hadn't been there, I would have stayed elsewhere. The Thursday-Friday group was the opposite: a man and two women seemed bothered we were there and were very rude. I had a late checkout, but they asked three times in 20 minutes when we'd leave. One woman even came to the door after confirming checkout was at 4pm. We ended up leaving around 1:30pm. If that second team had checked me in, I would've left. I hope some of it was a language barrier and not just rudeness.