Photos: Felecia Causey
Written By: Felecia Causey
I booked the Courtyard by Marriott Sandestin at Grand Boulevard in Miramar Beach, Florida weeks before my trip through their website, and everything started off smoothly. Even when I needed to change my room preference, it was handled with ease. The hotel came highly recommended by a reliable source, so we were super excited about our stay. After viewing photos and reading reviews from other guests, I felt ready for my three‑day, two‑night getaway.
The outside of the hotel was beautiful, and check‑in was smooth. The gentleman who helped me was amazing, professional, kind, and welcoming. The lobby smelled fresh, looked clean, and the room appeared clean at first glance. I loved the small privacy wall by the toilet, the clean shower curtains, and the fact that they had a laundry room and a nice sitting area with free WiFi.
The coffee maker was in the bathroom (not my favorite place for it), the room had a faint smell of old cigarette smoke, and the elevators could definitely use an upgrade. Later that night, things took a turn when I noticed bugs on the bed. I tried to brush it off, but I slept uneasy and woke up itching. The next morning, I found more bugs, and that’s when I knew I needed to speak with the front desk. (Will not post the photos)
At first, the response wasn’t what I hoped for. The woman at the desk seemed nonchalant, and maintenance insisted they were “tree bugs.” He checked the room, tossed pillows and sheets, and suggested fresh linens and spraying the room. With my son having asthma, spraying chemicals wasn’t an option. There was no apology, no room change, and no immediate solution.
I requested a trash bag several times to clean the room myself since we had food and snacks. I was told “yes” multiple times but never received one, until a sweet young lady on the night shift finally brought me a bag and extra towels. We spent most of the day out of the room just to avoid the discomfort. Between the bugs, the loud air conditioning, and the barely‑cold fridge, the stay was not going as planned.
But then everything changed.
The manager contacted me to apologize via email, and made everything right.
They listened, acknowledged the issues, and took responsibility. That meant everything to me. I’m very big on customer service, and when a business steps up, owns the problem, and works to fix it, that speaks volumes. The apology wasn’t rushed or dismissive, it was sincere. And that sincerity shifted my entire experience.
Now, I’m not going to be biased, there were still positives worth mentioning.
The pool area was beautiful, clean, and had a hot tub. The workout room was well‑maintained with a decent amount of equipment. And The Bistro, located in the lobby, was a highlight. They serve breakfast, happy hour, and dinner seven days a week. My son enjoyed the Classic Fruit and Yogurt Cup ($8.00) and a plain bagel with cream cheese ($4.50). I ordered the Bistro Breakfast Sandwich ($9.00) with no avocado, and it was amazing, a true 10/10. Fresh brioche, perfect temperature, and perfectly tossed arugula.
So, would I recommend the hotel? Before the manager stepped in, my answer would have been absolutely not. But after the apology and the effort to make things right, I can say this:
Good customer service can change an experience. And this manager did exactly that.
Would I personally return? I’m still unsure. But I will always acknowledge when a business takes accountability and treats guests with respect.
If you decide to stay, let your experience guide you. And definitely stop by The Bistro, that breakfast sandwich alone is worth it.