TownePlace Suites by Marriott Orlando Altamonte Springs/Maitland 151 Douglas Avenue, Altamonte Springs, FL 32714

"Summary: The air conditioner was broken the first night, turning the room into a sauna. In 5 nights, the room was not cleaned a single time, despite Marriott/Bonvoy having a policy of rooms being cleaned every other day. My wife and I stayed at this property from December 26 – 30, 2023, and it was our worst experience at a hotel in our lives. We checked in late on the 26th to get to be greeted by a 75-degree room. We went to inquire at the front desk, and they said they couldn’t help because they were at 98% capacity. The next day we asked for refund and were told we booked non-refundable rooms through Marriot/Bonvoy, we’ll discuss Marriott/Bonvoy shortly and why I’m done with the whole brand. They later sent a technician to the room, and we found out the air conditioning unit was actually broken. We were then switched to another room. On our third day, after returning to the hotel we found that the room had not been cleaned. On the Marriott app, it stated that the room would be cleaned every other night, we went down to inquire about the room and was told by Roan Taylor, that it was this property’s policy that they only did a “refresh” on the 4th day of a continuous stay. This 4-day policy was in direct conflict with the Marriot/Bonvoy app, so either the property or Marriott/Bonvoy is engaging in false advertising. Again, we asked for a refund so we could leave and were denied. They then sent someone up to take the trash bags out and give us fresh towels. Roan offered us 5000 Marriott/Bonvoy points and I walked away. On our fifth day, before we left, we asked house cleaning if our room would be cleaned, and they said yes. We came back to our room and found unsurprisingly that the room was not cleaned again. At this point my wife and I figured we were being targeted or this hotel was comically mismanaged. So, they could not even meet their own 4-day cleaning policy. At this point the toilet paper is running out, we need new towels again, and the trash to be taken out, but my wife was so tired of this property’s front desk that she asked me not to go down and ask for a manager again. So, we called Marriott Bonvoy, and they have been politely brushing us off for the better part of three weeks. When we call, they are always so sorry about our experience, but ultimately unable to do anything. So, here’s my recommendation, don’t come here to the TownePlace Suites Orlando, Altamonte Spring/Maitland. Spend more money if you have, or spend less and go somewhere else. The juice is not worth the squeeze. Like everyone who may read this review, I work a lot and hardly have the time to pen an essay about my stay. But my abysmal experience, and a wasted $700+ on accommodation led me to warn anyone else who may land in the crosshairs of this poor excuse for a hotel. PS, to the fake customer service agent that will undoubtedly comment on this review, save the keystrokes, and respond to my open complaint with Marriott Bonvoy. My case number is 5228-89941, and don’t try to the close the ticket again without issuing a refund. Points are no use to someone who will never stay at another Marriot/Bonvoy property."

"I was treated with the utmost respect and kindness. The breakfast was delicious and the cleanliness of the entire of the premises was amazing. One of the employees I would like to highlight is James not because he hardly did anything different than the other employees except his consistent personality of making you feel like a special guest."

"I'm typically a Hampton Inn guy, but decided to try Townplace since they are right beside one another and Townplace was slightly less expensive. I was very happy with room. The kitchen was spacious and well equipped. The bed and bathroom area were very clean. Breakfast was as good as any that I've had staying at a hotel. I brought my dog and I will say that the "dog park" could use an upgrade and something other than weeds. Overall, I was very happy with the stay."

"Excellent stay. I was in the area to visit a family member who was in the hospital. Everyone was so friendly and showed concern for my husband and I. Thanks to the Front Desk team, especially Stacey, James and Abe and the young lady in the breakfast area, I think it was Natalie. They went above and beyond to make sure we were comfortable and that we had everything we needed. We will definitely stay there again."

"I am very disappointed with the staff at this location. I stay here for long periods of time for work on several different occasions. Never had an issue until today 10/31. I found a Bed Bug crawling out of the pillow case and called the front desk who was very rule, condescending and rude. She sends up housekeeping they looked at the bugs and with an accusatory tone asked when I had checked in. I packed my things to head to the office because it was evident there was no urgency or concern. As I left the hotel the front desk clerk comes out to tell me this has never happened before, but never apologized or asked how she could accommodate me. It was evident the staff was more concerned that I know it never happened before then making sure the customer was accommodated for the issue. I later called the hotel and spoke with both Kristin (GM) and Tia (Assit. GM) who stated that I would not be accommodated because the "ORKIN MAN" says there is no activity in a very nasty tone of voice with no care or concern for what I was experiencing at there facility. I will never stay at this location again nor will I recommend it to anyone. I noticed a review 4 months ago mentioned bugs in the room as well. HORRIBLE"