Marriott's Ocean Pointe

Firstly, I have booked two bedrooms oceanfront with two King beds. Unfortunately, the hotel manager said that this type of room is not available right now. Then I mentioned that it is available at Marriott website for today. She answered that it not actually available. I had to accept a two bedroom with one oceanfront view. Secondly, the hotel water at the bathrooms and the kitchen was not clear. It was light yellow like rusty.

I am livid. If you book here it is a gamble of what room you will get. If you are ok with that the hotel is fine. If you need a specific room or expect to get what you paid for good luck. I paid for an ocean view room. Unfortunately I have to work this holiday, but my partner and our kids out on vacation and so I booked an ocean view room hoping to at least work with a view. We were delayed all day at the airport and checked in the late evening. When I opened my patio door last night I could hear the ocean and hoped for a good stay. When I woke up…..BUSHES, not a single sliver of ocean. I rang the front desk from both the room phone and the app to no answer, over 300 rings. Get all the way down to the lobby (it is a trek and we are in the last building) to only be told that they don’t have any other space. I reminded them that I had gold elite status how can they give me a different grade room than the one I paid for. They stated the best they could do is call me IF something else opens up but it doesn’t look likely. No offer of refund for a lower grade room nothing. I am not sure if or how it is legal to give you a lower grade room than what you paid for, and I for sure know it is not best customer service to say we’re sorry we tried and not offer a single solution. We were a Marriott family (hence the gold elite status) and I own a side travel small business. This is my last Marriott booking for both myself and my clients.

This was our fifth year returning to Ocean Pointe. The resort is great. Greg at the High Tides bar is the best bartender. The location is right on the ocean. There is food, ice cream and drinks at the resort. Can't wait till next year to enjoy this resort again

Won’t respond to complaints Maintenance doesn’t check on routine maintenance like cleaning dishwasher filters. You have to do it, Housekeeping enters room when they shouldn’t. I asked for General Manager email and they wouldn’t provide it This is a timeshare……never buy one Management simply doesn’t care and doesn’t want feedback. Marketing girl in the lobby was rude. Only helpful employee was a young man by the name of Saul

We needed a location for a family getaway and this hotel was great. My partner and I had the smaller unit (studio) and my sisters had a three bedroom unit. We enjoyed the activities and the pools. Our studio had a small fridge and microwave. My sisters unit had a fill kitchen. We were able to prepare meals and eat together. The pools were great and there were a lot of places to sit at outside. Will be back.

Check-in went smoothly, and Natasha at the front desk was wonderful. The room was overall okay, though not the cleanest. Unfortunately, my experience took a very negative turn on the fourth day. At 8:30 AM, I received three back-to-back calls from Kyle at the front desk. When I finally answered, he spoke to me aggressively, demanding to know why I hadn’t picked up a Target order the day before. I explained that I’m traveling with two children under the age of two and wasn’t able to make it down the prior day, but I planned to pick it up that morning. Rather than showing any understanding, he gave me attitude and exaggerated that the package had been sitting there for “over 24 hours,” which was not true. He even claimed he had tried to reach me the previous day, yet I had been in regular communication with the front desk by text without any issues. His tone was completely uncalled for and very upsetting. Later at the pool, Moustafa at the Tides bar singled me out and asked for ID after I had been ordering food and drinks there for four days without issue. What struck me as discriminatory was that he did not ID any of the other 15 people around me, despite the fact that most guests are much older. It felt targeted and made me extremely uncomfortable. Between Kyle’s lack of professionalism and Moustafa’s discriminatory behavior, this vacation was negatively impacted, and I no longer feel comfortable returning to this resort. There are some staff members who clearly excel in hospitality, like Natasha, but others such as Kyle and Mustafa do not have the demeanor or professionalism for customer-facing roles. For the price and expectations here, it is not worth spending hard-earned money only to be treated rudely and unfairly. I cannot recommend this property and will not be staying here again.