The Goodtime Hotel

Summary: Titanium Marriot member. Checked in at 330, told to wait for a room, checked again at 6 and was told no problem, walked without a room after midnight. Slept on friends floor. No followup for a week, complaint led to a poorly written AI reply not addressing anything. Arrived Saturday the 24th at 3:30, and when we went to check in my wife and I were told that the hotels systems were down, but that they were manually checking people in and it wouldn't be a problem. We checked our luggage, went to their very cute pool party and hung out. At 6:00 PM we checked with the front desk again before heading out. Again, the calm front desk person apologized and told us that our room would be ready for us, that it was just taking a while. At midnight we get back from dinner and tried to get our room, after 15 minutes the front desk agent came back and said she didn't have a room for us. I asked about other Marriot hotels and was told all they could do was offer us an Uber to where we were going. I'm titanium and Marriott policy is to find us another hotel. A week later I hadn't heard anything from the hotel, I emailed the managed, and got a form reply. When Ive asked questions since then I've gotten no replies.

I had an amazing stay here everything was to my liking, I would recommend this place to all my friends. I don’t want give a special thanks to the manger Emmanuel he went above and beyond for me and really made my stay perfect. They should hire more people like Emmanuel who really thinks about the customer experience he’s very good for business.

We stayed at The Goodtime Hotel in room 733 and this was, unfortunately, one of the most disappointing hotel experiences we have had. I am a Marriott Bonvoy member and we chose this property because of its Marriott association and because it was listed under American Express’ The Hotel Collection, which suggested a higher standard of quality and guest care. The reality did not match those expectations. Our issues began immediately at check-in. We had specifically booked an accessible room in advance, as I had recently had surgery and genuinely needed it. The reservation was visible in my Marriott account for weeks. However, upon arrival, we were told there was a “problem” and that the reservation needed to be cancelled and rebooked. As soon as the staff member cancelled it, it disappeared from my account. We were told it would be rebooked and that we would receive a sea view upgrade for the inconvenience. Instead, we were placed in a standard room that was not accessible. When I asked about accessibility, I was told they don’t really have accessible rooms and that I should just “try” the standard one. That response alone was concerning. When we entered the room, it was immediately clear it was unsuitable. The room was extremely small, smaller than many hostels. The bed was against the wall on two sides, leaving access from only one narrow side, which was very difficult for someone recovering from surgery. Once a suitcase was open, there was barely space to move. When I asked about the promised upgrade, I was told no upgrades were available. So the “upgrade” was simply something said at check-in and never honored. I returned to reception to explain that I physically could not manage in that room. At that point, I was told no accessible rooms were available. I explained that our original booking had been for an accessible room, but staff said they could no longer see it because it had been cancelled. I was told to return the next morning to speak to a manager since guests would be checking out. This became a daily cycle for all five nights. Every day we were told to come back because an accessible room might open up. Every time we returned, we were told those rooms had already been taken. There was no proactive effort, no prioritization of a guest with a medical need, and no follow-up. Managers were consistently “unavailable” when escalation was requested. Unfortunately, it started to feel like guests with accessibility requirements were not being properly accommodated or prioritized. Whether this is a systems issue or a policy issue, the impact on us was very real. The hotel also appeared understaffed. There were long check-in queues with only one staff member, and those working seemed overworked and under pressure. While I sympathize, it directly affected service quality. Housekeeping was poor. On the third night, our room was not cleaned at all. When we raised this, the response was “maybe tomorrow.” We were not offered towels until we insisted. Basic amenities like shampoo and body wash were empty and not promptly refilled. The furniture looked worn and dated. The AC did not work properly, leaving the room uncomfortable. The Wi-Fi was unreliable and slow. None of these issues were resolved despite being raised. Because the room was so small, reception suggested we store our suitcase downstairs and come to the desk daily to retrieve clothes. That is not a reasonable solution for paying guests, and especially not for someone recovering from surgery. We were also promised a late checkout, which influenced our plans. On the day of departure, we were told it could not be honored. Again, a promise made and then withdrawn. It also became clear the hotel prioritizes its daytime party and pool crowd over overnight guests. The focus seems to be on partygoers rather than hotel guests needing comfort and service. If you are coming for parties, this might suit you. If you want a proper hotel stay, it likely will not. At multiple points we raised these issues calmly and respectfully. The consistent pattern was acknowledgment without action. Nothing was truly resolved. Summary: We booked and paid for an accessible room and had it cancelled upon arrival, then spent five nights being told to “check back tomorrow” while never being accommodated. Combined with misleading information, poor housekeeping, empty amenities, unreliable AC and Wi-Fi, and broken promises like late checkout, this felt worse than a hostel experience at hotel prices. Given the Marriott Bonvoy affiliation and the Amex The Hotel Collection listing, this experience is especially disappointing. I would appreciate being contacted by hotel management to review what happened and discuss a fair resolution, as this stay did not reflect what was booked or what was promised.

We had a high floor, corner room, which provided lovely city views, including the cruise ships going in and out. Speaking of cruise ships, our room was smaller than many cruise ship cabins. There was very limited space for 2 people. The two colors theme throughout the property is very cute. We loved the artwork and even the wallpaper. The pool area and all the third floor amenities are attractive and busy. There were some housekeeping issues though. The conditioner bottle in the shower was empty but more important was a towel that was worn so thin it looked like Swiss cheese. We brought it down at checkout so that it would be taken out of service. The breakfast in Strawberry Moon was fine for our needs. We might have enjoyed our stay more if the weather was warmer as the location is excellent.

We arrived after 8pm to check in. We found about 20 people waiting in the lobby, some who had been there since before noon waiting for a room. We were told that due to a "system issue" they were oversold and there "may" be rooms available by 11:30 pm. They refused to walk us to another hotel or assist in providing alternate accommodations. We opted for a refund and went somewhere else, as of now we have not received the promised refund and they have been non responsive to requests for updates.