We are Marriott Platinum Lifetime Members and have remained loyal to the Marriott brand for years. This recent stay was not only disappointing — it was unacceptable. Prior to arrival at Residence Inn by Marriott, my husband called ahead to ensure that our room contained no feather pillows or bedding due to my documented allergy. This information is clearly noted on our Marriott Bonvoy member profile. We were spending Valentine’s weekend at the property and were also evaluating it as a potential venue for an upcoming company event. Despite the explicit request and the notation in our profile, our room was stocked with feather pillows. By the next morning, I had swollen eyes, a sore throat, severe itching, and facial swelling. I was physically ill due to this preventable oversight and unable to properly participate in a special birthday gathering with friends that day. This situation should never have occurred. I immediately contacted the Assistant Manager. I informed her that two feather pillows had been placed in the hallway and that two foam pillows remained inside the room. She reviewed our profile and acknowledged that my allergy was indeed documented. She assured us the room would be corrected and stated she would follow up regarding compensation or additional Bonvoy points. That follow-up never happened. We then called the Dual Director of Sales and the Dual General Manager three separate times. Not one call was returned. After returning home and waiting several days, I emailed Emily Johnson with a formal complaint and attached photographs of both the pillows and my allergic reaction. Her response was deeply troubling. She stated that when housekeeping inspected the room, no feather pillows were present — effectively implying that we fabricated the issue. That accusation is unacceptable. As we explained, the pillows had been placed in the hallway and were likely removed by another staff member before inspection. We have photographic evidence. Rather than reviewing it professionally, she dismissed our concern and insisted there was nothing she could do. To experience a documented allergic reaction and then be treated as though we were dishonest is beyond disappointing — it is offensive. In addition, the overall front desk experience was unfriendly and, at times, borderline rude. During breakfast service, the hotel ran out of coffee cups and eating utensils. Guests who inquired at the front desk were met with dismissive responses: “They are working on it.” It took approximately ten minutes before supplies were replenished. This reflects poor operational management and lack of oversight. Given this experience under the management of Emily Johnson, we will not be hosting our company event at this property, nor at TownePlace Suites by Marriott, which operates under the same leadership. As long-standing Platinum Lifetime Members, we expected professionalism, accountability, and basic attention to a documented medical need. Instead, we ex
5.0分
其他
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We were very impressed with our room and the staff at the Residence Inn in Panama City Beach. Very spacious living space and kitchen was well stocked. When our television in the room did not work, one staff member VENESHA totally went out of her way to call the maintenance supervisor who was not on the premises, because It was over a holiday. Venesha stayed on the phone with him for at least 20 minutes trying to figure out how to get the television back on. When they were unable to fix it, the next day, she helped us move into a new room. Great customer service far beyond the call of duty. Also we loved having the bar on premises.
1.0分
家庭亲子
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Lack of Transparency and Poor Communication I checked out a day early but was still charged for the full stay due to an “Early Departure Fee.” When I asked to see this policy in writing, neither the front desk nor the manager on duty could provide it. The General Manager later claimed it was in the reservation—but it wasn’t. I also explained that because the final receipt doesn’t show this fee separately, I couldn’t file a travel insurance claim, as it appears I stayed the entire time. On top of that, housekeeping left dirty clothes in my room—not once, but twice. Extremely disappointing experience all around.
5.0分
其他
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The Residence Inn was a fantastic hotel! The best part of my trip to Panama City Beach was the hotel bartender, Nate. He was so personable and kind! Spent a good amount of time talking with him and every drink he made for me was fantastic! Will definitely be back!
5.0分
其他
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The hotel seems like an apartment and is very well supplied for every need. Great amenities. Heated pool. Large bathrooms. The breakfast has a great variety and tastes great. Nate the bartender is one of the best I’ve ever had. Very personable and makes amazing drinks.
5.0分
其他
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Marsha the front desk girl was extremely helpful! Our flights were diverted to Panama City Beach and she handled herself in a very professional manner given the amount of unruly customers arriving at midnight. The room was super clean and spacious!
5.0分
商务出差
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Excellent location right across from Pier Park and the new Pirates Voyage!!! Good hot breakfast!!! Rooms were clean!!! Shower was hot and good water pressure!!! Staff was very friendly and helpful!! Plenty of free parking!! Will stay here again!!!
5.0分
其他
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Marsha Marsha Marsha!!! Best front desk clerk ever! She was so helpful and cheerful! The property is Spotless, clean and fresh! Thanks! Good breakfast. Location is fine. We had a good nights sleep. Best luggage carts ever. Will come back again!!!
1.0分
其他
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Very unprofessional front desk staff and Manager. Upon check in, I felt like I was an inconvenience. Spoke to Manager Camille the following morning, regarding a few concerns - dirty bedding and lack of clean towels for our party (only 3 in room, we were a party of 5 and told no additional towels were available by night desk staff). Camille showed lack of empathy, was argumentative, abrasive and seemed to enjoy escalating the conversation. Call property manager InterMountain Management, should you wish to voice your concerns. Will definitely never return.
5.0分
其他
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My large chaotic family decided to take a last minute trip before starting school. It was a last minute book for a great price but I wasn’t expecting much. I was so wrong!!! The hotel itself was so nice and spacious. We had more than enough room for all of us and our belongings. However, the main highlight of our stay was most definitely an employee named Austin! He was the person who checked us in, and oh my gosh he had us so excited to stay there and start our vacation! He was so nice and helpful in every single way! We would literally wait for him to come to work to ask for anything because he was the sweetest and most accommodating! I don’t know what his title is, but if he is not managing yet he should be! I’ll be a guest for life if he is there!!
We are Marriott Platinum Lifetime Members and have remained loyal to the Marriott brand for years. This recent stay was not only disappointing — it was unacceptable. Prior to arrival at Residence Inn by Marriott, my husband called ahead to ensure that our room contained no feather pillows or bedding due to my documented allergy. This information is clearly noted on our Marriott Bonvoy member profile. We were spending Valentine’s weekend at the property and were also evaluating it as a potential venue for an upcoming company event. Despite the explicit request and the notation in our profile, our room was stocked with feather pillows. By the next morning, I had swollen eyes, a sore throat, severe itching, and facial swelling. I was physically ill due to this preventable oversight and unable to properly participate in a special birthday gathering with friends that day. This situation should never have occurred. I immediately contacted the Assistant Manager. I informed her that two feather pillows had been placed in the hallway and that two foam pillows remained inside the room. She reviewed our profile and acknowledged that my allergy was indeed documented. She assured us the room would be corrected and stated she would follow up regarding compensation or additional Bonvoy points. That follow-up never happened. We then called the Dual Director of Sales and the Dual General Manager three separate times. Not one call was returned. After returning home and waiting several days, I emailed Emily Johnson with a formal complaint and attached photographs of both the pillows and my allergic reaction. Her response was deeply troubling. She stated that when housekeeping inspected the room, no feather pillows were present — effectively implying that we fabricated the issue. That accusation is unacceptable. As we explained, the pillows had been placed in the hallway and were likely removed by another staff member before inspection. We have photographic evidence. Rather than reviewing it professionally, she dismissed our concern and insisted there was nothing she could do. To experience a documented allergic reaction and then be treated as though we were dishonest is beyond disappointing — it is offensive. In addition, the overall front desk experience was unfriendly and, at times, borderline rude. During breakfast service, the hotel ran out of coffee cups and eating utensils. Guests who inquired at the front desk were met with dismissive responses: “They are working on it.” It took approximately ten minutes before supplies were replenished. This reflects poor operational management and lack of oversight. Given this experience under the management of Emily Johnson, we will not be hosting our company event at this property, nor at TownePlace Suites by Marriott, which operates under the same leadership. As long-standing Platinum Lifetime Members, we expected professionalism, accountability, and basic attention to a documented medical need. Instead, we ex
We were very impressed with our room and the staff at the Residence Inn in Panama City Beach. Very spacious living space and kitchen was well stocked. When our television in the room did not work, one staff member VENESHA totally went out of her way to call the maintenance supervisor who was not on the premises, because It was over a holiday. Venesha stayed on the phone with him for at least 20 minutes trying to figure out how to get the television back on. When they were unable to fix it, the next day, she helped us move into a new room. Great customer service far beyond the call of duty. Also we loved having the bar on premises.
Lack of Transparency and Poor Communication I checked out a day early but was still charged for the full stay due to an “Early Departure Fee.” When I asked to see this policy in writing, neither the front desk nor the manager on duty could provide it. The General Manager later claimed it was in the reservation—but it wasn’t. I also explained that because the final receipt doesn’t show this fee separately, I couldn’t file a travel insurance claim, as it appears I stayed the entire time. On top of that, housekeeping left dirty clothes in my room—not once, but twice. Extremely disappointing experience all around.
The Residence Inn was a fantastic hotel! The best part of my trip to Panama City Beach was the hotel bartender, Nate. He was so personable and kind! Spent a good amount of time talking with him and every drink he made for me was fantastic! Will definitely be back!
The hotel seems like an apartment and is very well supplied for every need. Great amenities. Heated pool. Large bathrooms. The breakfast has a great variety and tastes great. Nate the bartender is one of the best I’ve ever had. Very personable and makes amazing drinks.
Marsha the front desk girl was extremely helpful! Our flights were diverted to Panama City Beach and she handled herself in a very professional manner given the amount of unruly customers arriving at midnight. The room was super clean and spacious!
Excellent location right across from Pier Park and the new Pirates Voyage!!! Good hot breakfast!!! Rooms were clean!!! Shower was hot and good water pressure!!! Staff was very friendly and helpful!! Plenty of free parking!! Will stay here again!!!
Marsha Marsha Marsha!!! Best front desk clerk ever! She was so helpful and cheerful! The property is Spotless, clean and fresh! Thanks! Good breakfast. Location is fine. We had a good nights sleep. Best luggage carts ever. Will come back again!!!
Very unprofessional front desk staff and Manager. Upon check in, I felt like I was an inconvenience. Spoke to Manager Camille the following morning, regarding a few concerns - dirty bedding and lack of clean towels for our party (only 3 in room, we were a party of 5 and told no additional towels were available by night desk staff). Camille showed lack of empathy, was argumentative, abrasive and seemed to enjoy escalating the conversation. Call property manager InterMountain Management, should you wish to voice your concerns. Will definitely never return.
My large chaotic family decided to take a last minute trip before starting school. It was a last minute book for a great price but I wasn’t expecting much. I was so wrong!!! The hotel itself was so nice and spacious. We had more than enough room for all of us and our belongings. However, the main highlight of our stay was most definitely an employee named Austin! He was the person who checked us in, and oh my gosh he had us so excited to stay there and start our vacation! He was so nice and helpful in every single way! We would literally wait for him to come to work to ask for anything because he was the sweetest and most accommodating! I don’t know what his title is, but if he is not managing yet he should be! I’ll be a guest for life if he is there!!