“I am sharing this review to make others aware of the experience my parents and I had during our recent stay at this hotel. It is not about complaining for the sake of complaining, but about educating others who may be in the process of booking. That said, we had two rooms reserved and the weather was in the 50s during our stay. My elderly parents had no heat in their room, and this was shared with hotel staff. They were not moved to a room with heat so they could sleep and bathe comfortably which can be considered elderly neglect. I was away on business when they complained to the hotel staff and I followed up by completing a guest survey that was sent to me via email. Since we were in and out very quickly due to an event we had to attend together the following day, I did not get a chance to speak with management myself (we left before 6:30am). In sharing this experience with the General Manager, Paul D., I did not feel that his initial response was acceptable nor did it set the right expectations for what he would do next. My response to him allowed him to understand that the experience, his staff's response, and his response was not acceptable and unbecoming of Marriott's standards. While he refunded the cost for both rooms, there is still a better way to communicate with guests, especially when they have had a bad experience. Regardless of the the complaints that are received that are untrue, that has absolutely nothing to do with every guest and should not be included in an email. Also, telling me what you did after the fact instead of saying I will investigate this thoroughly and FOLLOW UP with you, is better than stating we hope that you'll return. This is what sparked the response that he received from me as I was displeased with how he initially handled the situation. Again, I appreciate a refund being provided but I would still encourage others to book elsewhere.”

“Words can’t describe how wonderful of a hotel this place really is. First and foremost making this my first time visiting florida i love the lake Mary area. But this hotel is going to go above and beyond to give you an at home experience they was very accommodating and even recommended some amazing food place. I look forward to making another trip and i would love for this place to be my stay. The staff is amazing and they work as a team nothing but 5 stars from me continue been providing top notch service.”