Courtyard by Marriott Orem University Place

I expect a little better from a Marriott. The room had a few things that were faulty - no working light, loud AC that clicked on and off all night, no alarm clock or clock at all, and super thin walls so we could hear the conversations of our neighbors. Oh and the shower dripped and hit the metal strip which startled us in the middle of the night. Just random things that needed attention. We only got housekeeping one night after five nights, and they missed a few obvious things (wiping of the sink and the white table which had remains of dinner from the night before.) Service was mostly good, but there was one front desk representative that was disgruntled (I didn't get her name) and annoyed that we would bring up any of the maintenance issues. I did, however, appreciate Sinu who was friendly, welcoming and happy to see us. Overall, the location was great -- walking distance to the mall, many restaurants and hiking trails, as well as a bus stop and the highway. I will probably give this place another try when I return, but hoping for a better room and better experience.

top hotel

I’m leaving two stars because, while this is otherwise a nice hotel, my family had an extremely disappointing interaction with a staff member tonight that I believe management should be aware of. My mother and two sisters are guests at the hotel, and I was visiting them. We went to use the hot tub shortly after its 11 p.m. closing time. A staff member told us it was closed, and we immediately got out. I went into the locker/changing room to get dressed. Before changing, I briefly asked the staff member whether there was any chance we could have a few extra minutes in the hot tub. I fully expected the answer to be no and would have had no issue with that. Instead of simply explaining that the pool was closed or that she could not make an exception, she responded in an unnecessarily hostile and condescending manner, telling me she was “too busy” and did not have time to “babysit” us. I’ll readily acknowledge that I responded sarcastically and told her I would need a minute to change. I then went back into the changing room, locked the door, and began getting dressed. At that point, the situation escalated bizarrely. She began pounding on the door, repeatedly trying the handle, demanding that I come out, and threatening to call security/the police—all while I was undressed in a room specifically intended for changing. What bothered me most, however, was how she subsequently treated my mother and sisters, who had done absolutely nothing to warrant being involved in the confrontation. She came into the lobby visibly agitated, yelled at them about what I was doing, threatened to call the police, and demanded their names and room number. My mother calmly explained that I was simply getting dressed and leaving, but the staff member continued escalating the situation. After I came out, fully dressed and prepared to leave, she threatened to have me trespassed if I ever returned to the property when I was not a guest. When I asked for her name so that I could report the interaction to management, she refused to provide it. For clarity about which employee was involved, I was able to take a photo of her, which I am attaching to this review. I believe her name may be Sofia, although I am currently in contact with management to confirm that and do not want to state it as fact until I am certain. Regardless of her name, the attached photo identifies the staff member involved in this interaction. I have worked in customer service, and I completely understand enforcing closing times, dealing with frustrating guests, and saying no to requests. I also understand that I was sarcastic after being spoken to disrespectfully. None of that, however, explains turning a minor interaction over a closed hot tub into threats of police involvement, pounding on the door of an occupied changing room, or confronting and yelling at hotel guests who were not involved. My mother and sisters were genuinely rattled by the experience. A staff member who has difficulty managing frustration should not be permitted to direct that frustration at guests—especially guests who had nothing to do with the disagreement. I hope management reviews what happened tonight and addresses it appropriately. This was an absurd and completely unnecessary escalation of what should have been a 30-second interaction: “I’m sorry, the hot tub is closed for the night.” We would have left, and that would have been the end of it.

Probably won’t be a Marriott member after this stay. While at business hotels breakfast is not provided it seems strange to pay over 350 for a night for a cheap room and a bit dumpy place that chooses not to provide breakfast. If you leave something there prepare for them to say it was never found.