Courtyard by Marriott Orlando International Dr / Conv Cntr

Room had black mold, guest services was the least helpful I’ve ever experienced from a Marriott. By far the worst Marriott experience I’ve ever had. Upon arriving around 4:45pm, my family and I were informed that 1 of the 2 rooms we had reserved was not cleaned today, and that we would have to wait until the other was cleaned. In the room we were able to get in, it was very clear that management doesn’t care about the state of the guest rooms. Mold in the bathroom, fridge did not work, the bed sheets had weird black stains all over them. The ironing board was torn up and there were no trash bags in the rooms (do they not provide bags? I’ve never had to ask for a garbage bag for my room). I thought courtyards were supposed to be nice. The nail in the coffin was the front desk and management’s refusal to change the Marriott number on file for the reservation. My family had booked this reservation, and even with them present, the staff first chose to lie and say the problem couldn’t be fixed. Then the general manager came out and lied as well- said the Marriott Bonvoy number and name on the reservation couldn’t be changed. I told him I was also a general manager for a Marriott back in my home state, and that it was obvious they were lying- these details can be changed (I run the same system property management system FOSSE back home). The GM then changed his tune, and said he could fix the problem, but wouldn’t. The reason being: “they’ve never fixed it for anyone else before”. I called Marriott customer service, and they informed me because I booked as an associate, I would have to resolve this issue on property with the associates in person. With the GM telling me flat out he could fix it but wouldn’t, I find it laughable that he gloats to have 27 years experience, especially if this is the way he treats his guests. I’ve learned my lesson- and will always apply my bonvoy number at the time of booking to avoid this problem going forward. It would not have hurt the hotel financially or reputation wise in any way to have my bonvoy number on the reservation, but instead their refusal has earned them this review. I would never recommend someone to stay here, or another Courtyard by Marriott. At least Springhill Suites by Marriott has free breakfast (and trash bags in the room). No business cards for management available at the desk - gives me the impression they must be aware of these problems and are choosing to ignore them; no passion to solve guest issues. If the courtyard motto is truly “Fueled by passion.. to evolve to meet guests’ needs” -then this Courtyard in Orlando is far from that goal.

I'm basing my rating on what I expected from this hotel. I laugh at people who rate this hotel as if they were expecting the Four Seasons. It's a Courtyard - and for what it is trying to be, it is perfectly fine. I booked just one night after a late night flight arrival, and didn't want to pay high Disney prices for that night. We arrived at 1130 pm - check in was smooth, our room was clean, the wifi was good enough for basis usage - I didn't try to stream. Parking was ample and well lit. Unlike other hotels under the Bonvoy banner like Residence Inn they do not provide free breakfast (which I knew going into it), the location of this hotel is very close to many restaurants. There is a coffee bar serving Starbuck drinks and pastries however. I can't comment on how it would be if staying for a longer stay, but for an overnight stay I would come here agaiin.