Surfside Resort & Suites

I came here from Miami to continue my birthday trip with my family. Before arriving I requested some extra coffee in my room and Christina was so kind and made it happen through the chat in a timely manner. Upon check in Christina welcomed me warmly as a Bonvoy member and even wished me a happy birthday. As we entered the two bedroom suite, we found everything to be perfect, I want to thank Samatha from HSKPG she made sure to keep us serviced with anything we needed. A HUGE shoutout to Ruzifgna that keeps the lobby looking perfect, with a perfect smile and heart that serves, she truly embodied the Marriott brand, she got my mom green tea in the evening and went above and beyond in the pool area for my family. And big thanks to Vanessa, she always was happy to lend me chairs or boogie boards for the beach. I will DEFINITELY be coming back, we found a new home on the shore.

The hotel it's self is great. We brought our family here for vacation for the 2nd time. We brought our nephew and his mom, because he had never been to or seen a beach. We checked in at 4 in the morning drove over 10 hrs to get here. There were technically 3 adults but according to hotel standards our 15 year old daughter is considered an adult and the rest were children. We had booked a room with 2 queens and a sofa bed. My family took the room with the 2 queens. My nephew and his mom took the sofa bed. We got up the nxt morning got our food for the day so we could cook. Made pancakes, got burgers for dinner. Later that evening we took the kids to a near by park then dropped the older two off so we could ho get our nephew a football to throw on the beach. Our oldest daughter called us bc she and our son were locked out of the hotel room. They called us and her dad told them to go to the desk. She went we stayed on the phone with her. Some one at the desk asked my daughter if they could help her she told them they were locked out of our room. They got the manager, he said I'm going to need to speak to your parents. They said there were to many people in our room. We came back to the hotel, mind you it was 730pm, my husband went in to speak with them. John the manager, told my husband we would have to leave, that there were to many in out hotel room refused to try to help accomidate our needs. I went to try to see what was going on. Tried to explain that there were technically only 3 adults 4 bc they count our 15yr old as an adult and the rest were kids. He said it's a fire hazard. Ok fine my husband told him we would find a hotel for his sister and her kid tonight and that we would stay there tonight, he refused. Mind you this hotel had served me a drink before we took a walk, kicked us out we had 2 vehicles of which I'm the driver of one my husband the other, his sister is not on the insurance and our son who is a newly licensed driver had never driven in a place so busy. John is rude and does not need to be working in a setting where he has to work with people. Might I add my husband is a titanium elite member, we were not even in this hotel for 24hrs before being kicked out, and my husband's card was charged $1500, that would take 7 days to be refunded on top of using 419,000 points for this vacation. We were refunded 319,000 points. We also had no way to keep the meat, milk, eggs, cheese we had bought for dinner/food. It was well after 8pm had to find another hotel, had kids that were crying. My husband also spoke to a supervisor on the phone who was rude to him said he was abusive, my husband is a very calm person, she also refused to give him her last name so he could file a complaint as he travels all over the US and stays in marriott a lot for the last 6 years. I was calm, but very upset with the way John was handling this situation. My voice was loud but I was not screaming, I never cursed or put him down, I as a mother was very upset at what was going on and that offended John's ego so badly. All 4 ft 10 of me a woman offended Johns ego. What a joke. We will never stay at this hotel again and shame on marriott for having such a rude employee. Do better John! This was a horrible experience for our nephew as his first time to the beach, horrible experience for our children and this was also our 19 year anniversary. Thanks John. Also there was dried red stuff under the sofa bed, upon checking in as well as McDonald's ketchup pks under one of the beds. We never complained because things happen but that was also poor on their behalf on cleanliness. Our children were well behaved, we were not loud, or chaotic. Just a normal family trying to have a nice vacation. My husband also was leaving for work the nxt day so it would have just been his sister, her kid, me and my 3 kids, till sat.

Hotel was nice but have you ever gone somewhere that had so many rules it felt unwelcoming? I’ve stayed in countless Marriott’s and this one is the only one who has ever treated me with such suspicion. I request mobile key and need to show ID. Ok, that’s common, but then at check in they still need my credit card (which was on file because it is linked my my Marriott account and pre-paid booking), need to know if I’m traveling for business or pleasure and how many people are in the room. All details they should have had already. Go down to the restaurant and want to charge food to the room and you’ll also need your ID. I’ve never been asked that before as most places can just confirm last name and room number. I just wanted to rest, not play 20 questions