First, while I've given an overall rating of Very Good, in our opinion it varies from Average to Very Good.
Just a heads up for owners or renters....when you get to your room check cleanliness of the sheets and pay attention to how the room smells as soon you walk in the door...i.e. a fresh clean smell vs. musty or wet order.
I bring this up as an owner as we believe if you are paying good money for the Marriott name and expectations of service and you've given up hard earned money for them to invest, you should expect them to recognize and perform the basic levels of cleanliness and maintenance.
Specific example: Don't know if they rectified this correctly since our visit last year, but if anyone gets room 7723 in the Compass Tower, check the ceiling of the bathroom and around the vents in the living room over the kitchen counter. I have a very sensitive nose and can pick up on things quickly. When we walked into this room I immediately noticed a damp feeling to the room which is unusual (we've been going to Aruba for six years now). Granted the Compass Tower is one of the older buildings, but after looking around I noticed black marks in the ceiling of the bathroom, lightly visible and it looked like they just tried to wipe it off/or sand it. Around the vanity and baseboard it looked like things were not in line (base board) and ceiling vent was out of place. Then we noticed the visible mold around the vent and obvious attempt to cover it up with paint. It appeared there was a leak in a room above (maybe someone let the tub overflow or something), but anyone who does have asthma or other respiratory issues especially (as we happen to have) should not be exposed to this at all. Based on past experience, I went into action right away and went downstairs and asked for a manager to come up stairs. I had to be persistant and he did come up with someone from maintenance. Basically, they should have cordoned off that room and made some major repairs, costly to them, yes but your customers should be #1. They tried to deny there was anything wrong until I pointed it out to them and they shook their heads and agreed that the proper way to fix it would be to cut out the bad wallboard and replace with clean. Needless to say we did get another room to our satisfaction but it took away four hours of our day. We purposely planned our flight to get in early because of past experiences like this. However, and as we expected they would do, they put someone in that same room that week. Disgraceful to me.
The sheet situation occurred about two years ago now. I'm not going to go into detail but we found dirty spots on the sheets and the floor as well like someone had changed a baby...if you get my drift.
In both these situations, after pointing out the evidence, they did turn around and rectified the situation.
While we do enjoy our stay at the Aruba Surf Club, I'd say that 50% of the time we've found something that didn't meet the standards that they say they meet. I'm not a princess....far from it but I expect to receive the same quality as what I provide for my family at home. We've been trading one of our weeks and have gone to other non Marriott resorts and so far have had good experiences there....St. James Club, Antiqua and Royal Resorts in Curaco. Granted they've only been one time experiences and you can always find an unsatisfied customer at these other places, but we especially enjoyed St. James Club Antiqua.
Overall, if you do have an issue that you feel is important to address take care of it right away and don't rely on calling from the room phone to get a response. Go downstairs to the desk and make yourself known in as pleasant a fashion as possible.
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- Also Known As:
- Marriott`s Aruba Surf Club Hotel Palm/Eagle Beach
- Marriotts Palm Eagle Beach
- Marriotts Aruba Surf Hotel
- Marriott Aruba Surf Club
- Marriotts Aruba Surf Club
- Aruba Surf Club
- Marriott Palm/Eagle Beach
- Marriott Surf Club Aruba