Check-in was easy, but that is where my pleasant experience ended. When my son and I got to the room, we noticed that the counters and fridge didn’t seem like it had been wiped in a while. We were leaving the next day and figured we would be okay by staying in the bedroom area. Beds were firm but plush and bedding was soft and comfy. I went to take a shower and once in realized how nasty the shower was. There was grime everywhere on the shower walls, no soap, conditioner, or shampoo left in the dispensers and when I immediately got out, I almost broke my neck when I slipped from the puddle of water outside the shower from the shower leaking. I called the front desk and spoke to Mark or Chris who were both on duty that night. I’m not sure if one of them was a manager, but I was never connected to anyone else. After I explained the situation, there response was that someone had stayed in the room for four days and checked out that morning. They stated the room must not have been cleaned and offered to move my room. The room seemed like it hadn’t been occupied in weeks but for some reason they put me and my son there. I asked if they could bring me the key and the person paused and asked if I could come down. There was two of them, so the entire situation was confusing, but I sent my son down to get the key. Definitely some of the worst customer services I’ve ever experienced. Never initiated contact after to check on me after to see if I was okay or if the accommodations were better. I would not recommend this hotel and will be rethinking staying at Marriott after this experience.…
Unlike their Marriott airport lakeside Hotel. The Marriott Residence Inn at Universal Front desk staff is outstanding. Matt was pleasant accommodating acknowledge my Bonvoy Status. I also got the room with a king size bed no feather pillows and a walk in shower as I need HC accessibility. The hotel is clean the housekeeping staff is completely on top of things. I highly recommend this place
First the good parts - large modern rooms with beautiful views. Free parking and plenty of it, also safe easy walk to universal. Poor score due to service. Stayed for 17 nights, no toiletries provided and on check in we were advised house keeping would be every 3 days. Our room was only done 3 times in 18 days, one of which we had to ask for and then they left no towels so we had to go ask for these. Bedding wasn’t changed once in that time and when raising our concerns to the front of house team they didn’t care
Beautiful modern hotel with spacious rooms. Each room has a full kitchen and large living room space. The bathroom has a very large modern shower. Delicious hot breakfast served every morning. We were very happy with the hotel and the staff members were friendly.
We highly recommend staying here. This was the very best staff day and night shifts. They were so friendly and accommodating. The hotel was very clean and close to everything. We caught the shuttle the first day but drove the next two days so we didn’t have to wait when the kids got tired. The shuttle driver was very nice as well. The breakfast was fresh each day and there was a place to do laundry on site which was a big plus after we got drenched in the rain on the way out of the park=( OVERALL GREAT EXPERIENCE =)
Wondering why we had never booked here before.. my husband booked this hotel and we took a chance but clearly scored. Room layout is great, not too big (2 queen bed studio) but everything wonderfully arranged.. beds are super comfortable, husband joked on taking the pillows home lol. Everything was clean and had sufficient supplies for all we needed including full size shampoo, conditioner, bodywash, small dish soap, sponge, paper towels, etc. We didn't have to go out and buy anything like we usually do. For some reason, house keeping skipped out on us but front desk helped us in getting what we needed. Now, lets get to the cafeteria part. Love the hot/cold breakfast buffet and love how attentive the staff within the cafeteria is. Constantly stocking all, cleaning all the time, assisting with all that is needed and going out of the way to help out. We came into interaction with Patty Peña and she definitely made an impact within our family. My kids absolutely loved her and her hospitality. All aside only thing I can complain on is house keeping not coming into our room through the whole visit but everything else made it up. This will definitely be out go to hotel from now on!…
Our flight was delayed and we did not get to the property until 2am. The lobby door was locked and no one was present at the front desk. So I buzzed 3 times until I saw someone appear and then it took a while for her to open the door. Instead of asking how we were, welcoming us as platinum members, all she could say was that I didn't have to push the buzzer more than once. Kept repeating it like a broken record. When I said I pushed the buzzer 3 times because I had no idea anyone was there, she said she was inside the back room. How am I supposed to know there is a back room? Do I have xray vision, was there a sign at the buzzer saying to only press once after hours? I did not hear the buzzer so I had no idea it was working. I was extremely tired having embarked on a 12 hr trip due to the delay and the welcome I get is someone lecturing to me on how to use a buzzer? She did not even give us any details about the property, or the shuttle service, or ticket info, and told us we had to call the next morning for late checkout. Well naturally as a platinum guest that arrived at 2am, you would think she would be able to give us a late check out as a courtesy and considering we are allowed a 4pm check out. She was probably one of the worst front desk staff I have ever dealt with for a marriott bonvoy property. And I have been to hundreds of properties. The only saving grace of this property was that the day front desk staff were excellent. But all it takes is one bad apple to ruin a vacation. I surmise that this property hires its worst employees for the overnight shift since they don't have to interact much with anyone. But for the few people they interact with, usually professionalism, decorum, hospitality is even more important because anyone checking in that late probably had a rough trip to get there. I would hope that this property trains everyone equally though, especially the overnight staff because those staff need to be the most professional out of anyone. Sadly, I probably will not stay here again because of this one bad apple at this hotel.…
It's clean and very handy to Universal. I found it to be lacking in certain areas. Our shower curtain was torn and way past needing replacement. I notified the front desk but nothing was done. Our room had a broken toilet seat that was fixed. The front desk attendants were nice but didn't know what I could or couldn't put in the recycle buckets in the rooms. There were lights out in the hallway and the clock in the laundry room didn't work. My wife and I are Bonvoy Elite members and have stayed at many Marriott properties. This is not one of our favorites and not up to most others.
The staff here was very helpful and they were kind. Breakfast was good, rooms were clean. They don’t have housekeeping to clean daily but that was ok with us. Large pool area and outdoor seating for hanging out somewhere other than room. If you are “Covid cautious” you might want to Uber to universal-the shuttle worked well but by the time it picked up everyone it was packed and barely any masks. I don’t think many people mind but it bothered me and we ubered back for $12. I would recommend this property!
This is the hotel I chose to move to after having checked in to the Residence Inn Downtown (reviewed separately), and what a difference. Although I would have preferred a 2 bedroom suite, I was told that they are booked months in advance, so my friend and I are staying in a studio with 2 queen beds. The first thing I noticed was how clean and fresh this hotel is. We entered our room, and it smelled clean. The lobby is clean and spacious, and there is even outdoor seating. The staff is friendly and helpful, and the parking is free. There are 8 USB ports in the room and plenty of outlets throughout the studio. The only thing missing is an oven; there is a 2 burner cooktop and a microwave, which are sufficient for our short stay.