Do not stay here. The worst Marriott property in North America. Outdated, dirty, unsafe and their staff is unfriendly. As a Platinum Marriott loyal customer for over 25 years, we have never experienced such a lack of customer service level from the front desk team. We got the worst rooms at the hotel, overlooking the construction site at $450 per night. When we checked in the beds looked like someone slept on them. We told the front desk but there was no reaction. Dirty carpets. Trash in hallways. Empty hair conditioner dispenser. Broken hairdryer. Missing light bulbs. No enhanced room available, as the front desk team simply does not care to recognize their Platinum members and make arrangements in advance. It was a struggle to get two rooms near each other despite calling the hotel in advance and being put on hold twice for about 30 minutes. They were trying to put us and our kids in two separate buildings. Basic things like: “good morning” , “welcome to Four Points”, “thank you for being the Marriott Bonvoy member”, “Welcome back”, “Can we help with anything else?” do not exist. However, they mastered saying “no, we do not have, sorry” (Lucy and the male Assistant Manager were consistently unpleasant and unaccommodating). They even suggested that we check out after trying to figure out our room arrangements. WOW! We would if the hotels were not sold out that weekend. Here are our suggestions for travelers: right next door there are two great hotels, Holiday Inn and Hilton. Both of these hotels are newer, have a lazy river, a Tiki bar, a vibrant resort like atmosphere and friendly staff who showed us their facility for our next stay. My family did not feel welcomed at Four Points by Sheraton in Fort Walton. We asked to speak to the GM three time and the team refuses to connect us with him or her. I think that the GM should look into hiring the right team that is customer service oriented and provide training on Marriott loyalty programs. The facility is also not safe. Both of our guest room doors were not locking properly. The person who delivered fresh towels to our room left the door unlocked for hours on Saturday (room 283). We asked for someone to come and check on it, but it was never taken care of. The beach access board walk has worn out slip preventing strips and we saw several guests slipping. It is uneven and one may trip easily. For a property that has a direct beach access they have no recreational activities. We went to the Hilton next door and enjoyed their vibrant guest program, meals, and drinks. Again, we will not be back and it used to be a decent hotel. How is this property able to maintain the Marriott license is hard to understand. We have already notified Marriott about our subpar experience at this facility. Marriott’s values: “To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences” are not followed here.
94 Reviews