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“Customer Service Nightmare”

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Marco Beach Ocean Resort
Ranked #2 of 12 Hotels in Marco Island
Certificate of Excellence
GreenLeadersBronze level
Brunswick, New York
Level Contributor
25 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
“Customer Service Nightmare”
Reviewed 10 September 2009

Made a reservation for a 5th floor garden terrace room - well in advance. Upon checkin, our we were put in room 607. This was a 6th floor room with a balcony, (no garden terrace). We specifically asked for a garden terrace room so we would be able to exit our terrace and go directly to the pool. Unfortunately the balcony in room 607 was directly over the entrance to the building so anyone going into the hotel from the beach to the walked directly underneath our balcony. I called the front desk at once and told them the room was not what we reserved. I was told there was nothing that could be done for 2 days since they were booked. NOTHING - When I asked to speak to a manager, I was told I was speaking to a manager. Two days later we were moved, but the sour taste was left in my mouth. Prior to leaving the resort I complained again and was given free breakfast. This should have been offered way before the day we left. This resort is in no way comparible to any Ritz Carlton out there. Besides this, there were good and bad about this resort as follows:
Good: Beautiful grounds, nice beach, pretty lobby, restaurant, and public areas, big bathroom and decent size rooms in general
Bad: Customer Service, towels in pool area were empty quite often, outdated furniture and TV's in room, maid service was not good - 1/2 of the week they didn't even fold up the pull out couch. Fitness center was a joke - very small - one of the two treadmills was not working and there was no attempt to fix it.

Tip: Davinchi's restaurant and Joes was awsome. The shelling tour was good as well

  • Stayed August 2009, travelled with family
    • Value
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    • Rooms
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    • Service
Helpful?
2 Thank Toesand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Allentown NJ
Level Contributor
75 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 8 September 2009

We stayed at MBOR for the first half of our Fla trip. The lobby was beautiful and had the most wonderful smell every day! Our 2 bedroom suite was nice and the master bathroom and bedroom were very large. The bathroom was beautiful, granite and glass. I was a little disappointed with some of the furnishings however. Bench in master BR was threadbare in spots, carpet was stained, and wood dining table had seen better days. The bed was very comfortable however. Nice short walk to beach, longe chairs always available which was nice. Drinks and lunch a little pricey and not that good,definately not worth it. Waitress at beach bar did not tell my husband gratuity was included even after he gave her an additional almost 25% tip on top of it! Valet staff were very attentive and friendly. At checkin they never mentioned an $18 daily valet fee. It was not posted anywhere on the website either so we were rather surprised by the charges checking out. The frontdesk did remove the charges though since they had not informed us of them at checkin which was very nice. Took our parasailing drivers recommendation and had dinner at CJs on the Bay which had the best fried calamari we had ever eaten. The rest of our food was just as good. Another dinner at Snooks was also good, would recommend sitting outside.

  • Stayed August 2009, travelled with family
    • Value
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Helpful?
1 Thank LisaNJCPA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, Massachusetts
Level Contributor
42 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 3 September 2009

This hotel is a bit on the expensive side, but WELL worth the price. It is located on the south side of Collier Blvd. on Marco Island, close to all the major Marco Island resorts. The hotel is gorgeous and meticulously maintained, with impeccable amenities and service.

I stayed in a two bedroom suite with a full ocean view. The room was lovely, with several windows that allowed full views of not only the ocean, but really a 360 degree view of the entire island. Each bedroom had an attached bath, and the kitchen was spotless and well equipped with full size stove, microwave, refrigerator, and dishwasher. Dishes, pots, pans, and silverware are also included. The housekeeping staff cleans the rooms twice a day, and very graciously washed all our dishes twice a day as well!

This is a true luxury resort, and having a two bedroom suite with a kitchen was an added convenience that puts this hotel far above any of the others on the island. I would very highly recommend this hotel!

  • Stayed August 2009, travelled with family
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lordoftheonionrings
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Houston TX
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 2 September 2009

We just returned from five days at MBOR and I can say we were extremely pleased. Was a little leary after some of the reviews I read, but we could not have been happier. The entire hotel staff was very attentive and helpful, did not get the feeling they just expected tips as some of the other reviews mentioned. To get to the beach you do walk through the covered parking garage for a very short distance, but it is still lovely. Our one bedroom suite was very comfortable and yes, it lacks some of the current amenities found in other resorts (flat screen TVs, etc.) but it was very clean and comfortable. The kitchenettes are a nice touch too. We were on the 11th floor and never had one problem with water pressure. The beach staff were great and having the opportunity to order food and drinks from your beach chair is certainly convenient. We are already planning our trip for next year. The spa services were very comfortable also.

  • Stayed August 2009, travelled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jj2HoustonTX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New Berlin, Wisconsin
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 14 August 2009

My husband and I chose MBOR to stay at for our honeymoon. It was AMAZING and I don't think we could have made a better choice. From the moment we arrived we were treated so kindly by the staff. The valet parking guys go out of their way to help..opening car doors..unloading luggage..giving tips on what to do and where to go..never had to wait for more than a minute to get our car..one morning we had a flat tire, and they filled our tire with air and gave us directions to the nearest repair shop. Excellent service!

Pros: Beautiful hotel, beautiful location..the walk to the beach is short..and beautiful..they set up beach chairs and umbrella for you when you get on the beach...they even tuck the towel on the chair for you..they keep ice cold water in coolers to drink..bring sorbet at 3:00 everyday to you on the beach..jetskii tour (which we highly recommend..we saw dolphins, manatees, stingrays..and tour guide very knowledgable), parasailing, cruises offered right on beach. The water was so warm and calm. Palm trees everywhere! It was beautiful! The room was perfect. Nice kitchen with dishes (which housekeeping wash for you if you use). We found the bed to be very comfortable. Every night they turned down our bed and left chocolates. The bathroom was very large..separate shower and bathtub. We were on the 11th floor and had no problems with water pressure. We loved that MBOR was smaller. It was never crowded on the beach or in the pool. We walked through the Marriott to compare because we debated between staying at MBOR or Marriott and it seemed over crowded.
They have a business center on the 4th floor with computers to check email, etc.
Nice spa with reasonable prices. We had sweedish massages with scalp massage for $99.

Cons: The only thing we didn't like was the options for eating at the hotel..the pool bar and beach bar were quite pricey. They add an 18% gratuity automatically to your bill. We ordered 2 margaritas and it was $25, which wouldn't be a problem if they weren't so weak. They beach bar has a happy hour from 4-6 and the drinks are a little cheaper. The beach and pool bar close early..We ended up walking next door to the Marriott to eat lunch a few times and to have drinks..there outside bar stays open until midnight. There menu was also better. We wished there was a bar in the hotel that stayed open past 8:00. Also, the pool closed at dusk and hot tub was small.

We would stay here again! We were very pleased.

  • Stayed August 2009, travelled as a couple
    • Value
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Helpful?
1 Thank kristinhaylee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dallas
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 24 July 2009

We stayed at the resort from 14-18 july. I knew I made the right choice when I called even before checking in. I wanted to have a crib in the room, the front desk staff very willingly helped me with one. We were greeted by a friendly vallet boy and front desk lady. Check in was fast and easy. The hotel is beautiful and clean. Our 1 bedroom suite was average size not too big but good enough for the three of us. There was a neatly put together toddler crib in our room as requested. The bathroom has a separate tub and shower unit. The room was clean and smelling good. Every room has cookware and eat ware for 4. We did some grocery from Publix nearby and stored it in the mini fridge. We even got some wine to enjoy in the evenings. We cooked breakfast and had it in our ocean view patio. The weather was great and we just enjoyed our patio every morning.

Beach is a walk from the hotel which is a pretty walk even though it goes through the parking lot for a few steps. The beach boys are friendly and courteous. They provide you with your beach chairs, umbrellas and towels. There is fresh cold water all the time, you can order from the beach bar. The menu wasn't very extensive but good enough if you want something to munch on, We ordered from the bar twice and we were happy with our food. The beach is white and beautiful and one can just sit there for hours. The beach bar has a happy hour 4-6 where drinks are half price and 20% off food. We would spend few hours in the beach and then straight head to the pool which was very refreshing. The pool is rather small but its good to relax and play around. They have a pool bar too.

The employees are very helpful and friendly. The property is well maintained and very pretty. We spoke with few other guests and every one seems to love the place and speak highly of the service. We will definitely go back to Marco Ocean beach resort. we were told they will be renovating the property next may-june so it will be better than this time if we return.

All in all a great resort and we loved it. There is not much to do in the island but MOBR pretty much has everything to make you a great vacation without stepping out.

  • Stayed July 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank peacefulmind
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New Haven, CT
Level Contributor
13 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 21 July 2009

Just returned from a week stay at MBOR - the staff were all friendly and accomodating. From front desk, valet, beach attendants, to housekeeping - all top notch and friendly.

While I would recommend this hotel to a friend, there are some short comings that need to be addressed.

We were on the 11th floor and our room was smaller than the one we stayed in last November - we noticed from the pool that everyother room is approximately 3 feet smaller than the next - these are all the one bedroom suites in between the 2 bedroom suites located on each end of the floor.

As previously noted the furniture and bedding is in need of replacing - our bed had two sags on each side and the carpets, couch, etc... are all old, stained and worn out.

Another downer was the water pressure, which is obviously a hotel issue at least on higher floors - the water would trickle out of the shower at times and like a past reviewer we considered washing our hair in the sink as it had better pressure than the shower. This is truly unacceptable for a hotel claiming 4 diamonds; however, in these economic times I don't expect to see that issue fixed any time soon.

We were a bit put off by the resort dress code of no shorts in the dining room; while we understand that this is an upscale resort, when we stay in Bermuda, the Bermuda shorts are considered dress clothing and are formal while being comfortable. While the food at Sale e Pepe was very good, it is overpriced and not unlike past reviewers I found that the servers PUSH cocktails and wine, along with any other item that will raise the check. If you eat dinner expect to spend between $75 to $125 per person per night.

I suggest Verdi's American Bistro which is in the Sand Dollar Plaza and only a mile up the street for an amazing dining experience that won't break the bank.

We found the beach staff to be super each day, valet staff also did a great job, housekeeping did the best they could with the conditions they had to work with - all in all we would stay again, even with the few cons mentioned above.

It would be nice to see the computers in the business center upgraded as 256MB of RAM is barely enough to run XP on, so checking email or running any apps is extremely slow and painful.

We did not use the spa services so I can not comment on those - perhaps this coming fall.

It is my hope that MBOR can do the small upgrades that are needed to bring the hotel from one that I would consider 3 diamonds back up to a 4 diamond property.

  • Stayed July 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BermudaBliss
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bullockj, Management at Marco Beach Ocean Resort, responded to this review, 24 August 2009
Thank you for your inquiry. We appreciate the valuable feedback that you have provided and will pass along your praise to our Front Office, Housekeeping, and Beach staff.
We are excited to share with you that we are currently preparing for our hotel and suite enhancements this Fall. This will also include an upgrade of our internet services to wireless.
We do also offer casual beachfront dining on the Terrace of Sale e Pepe as well as at our Beach Bar and Grill. We try to offer our guests multiple options for dining with authentic cuisine, exemplary service, and ambience.
Once again, thank you for visiting the Marco Beach Ocean Resort; we hope to welcome you back in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Marco Beach Ocean Resort

Property: Marco Beach Ocean Resort
Address: 480 S. Collier Blvd., Marco Island, FL 34145-5304
Phone Number:
Region: United States > Florida > Southwest Gulf Coast > Marco Island
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Marco Island
#1 On the Beach Hotel in Marco Island
#1 Luxury Hotel in Marco Island
#2 Green Hotel in Marco Island
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Marco Beach Ocean Resort 4*
Number of rooms: 93
Official Description (provided by the hotel):
The resort epitomizes the AAA Five-Diamond standards. Marco Beach Ocean Resort features casual and elegant dining, a spa and fitness center, pool and hot tub, rooftop gardens, four miles of white sand beach and nearby golf, tennis and shopping. Complimentary smoothies on the beach and pool offered daily at 3pm. Wireless internet available complimentary to guests. ... more   less 
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Also Known As:
Marco Beach Ocean Hotel Marco Island
Marco Island Beach Ocean Resort
Marco Beach Resort
Marco Island Beach Ocean Hotel
Marco Beach Ocean Resort Marco Island, Florida

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