Marriott's Cypress Harbour Villas

We have been owners of this property and come here every year to every other year around this time since the early 2000s. As of late (the past 3-5 years) we've noticed a decline in some areas. Today I was told by the Front Desk Rep. that "the statuses don't matter here" when inquiring about late checkout time for Gold elite members (which is a benefit of reaching gold elite status with Marriott). I did not push to her the fact that we are also owners and Florida residents, but she would've noticed this when she pulled up our reservation. I have been a supervisor at a Marriott property (not a villa, but still Marriott) and regardless of policy, we would never tell a guest their elite status doesn't matter. Statuses are earned based on how much money you spend a year and how many nights you stay with Marriott, so it does indeed matter, especially since we pay thousands of dollars in maintenance fees for this property regardless if we stay here or not every year by being timeshare holders/owners. I tried to call the desk 24 hours prior to our checkout date to get a late checkout (which i know full well is policy) but no one answered the phone and i wasn't in a state to go down to the lobby. Granted we were prepared to be out at the scheduled checkout time, but this interaction left a sour taste in my mouth, especially coming from our home property. We will be spending our next visit at a different property, but when we do decide to return here to our home property, we hope things will have improved. The location is nice, on site amenities are decent and the activities have something for all ages, even though the turnout this week wasn't great, it was still enjoyable. It just goes to show that people can truly make or break experiences. We also always come as a family to celebrate a birthday, and request a couple small amenities to be put in the room. That request was PARTIALLY fulfilled this trip so thanks for the effort on that. I just ask that missed phone calls be returned and to not tell members of a loyalty program that their loyalty doesn't matter. We understand policies vary from property to property, but it's how you word/deliver things that make a difference.

Very kind and many family-friendly services, the pool area and Lakehouse are very comfortable and beautiful to spend time with our son and parents. In the Lakehouse activities, they were very kind to my son. The rooms are extremely clean, complete, and have an excellent price/quality ratio; the villa with a kitchen solves many things. I felt like I was in a 5-star resort, escaping for a quick weekend to Orlando. We only tried the food for one day, but it seemed very delicious and plentiful in relation to the price. Thank you very much, Marriott family, we want to come back!