My family and me only stay at 4 or 5 star resorts. The at this resort has been the worst service we have ever experienced. We have stayed at the JW Marriotts, Ritz, Atlantis, and other Marriott hotels. This by far has the worst service!!!!! My 1 year old daughter and I were trying to shower after using the pool, and the door was hard to slide from the shower because it was unhinged and loose. My daughter had already entered the shower and if I wouldn’t have caught the door as it fell she would have died. Im I’m the health field, I’m a doctor and I can say that it guaranteed that if she didn’t die her injuries would be severe. Thank Goodness my husband was there and helped me when I screamed out of panic that the door fell. If not how would I have gotten my daughter out of the shower ? I call front desk, no answer for 30 minutes. I call security and they say they will send someone to fix it and give us a new room right away. Long story short 40 minutes pass and no one has come to give us the new key. It’s my daughters nap time, my husband and I are full of chlorine and still no one to help us. I call again security and they say they are working on it. Big Lies!!!! I end up walking to front desk to see what the hold up is, and the front desk is empty, I promise you like 4 people standing talking to each other because no is in need of help. They basically could give 3 craps about what happened to my daughter and me. And then they have the audacity to relocate us to an older uglier room. Will never stay here again! Can’t wait to call corporate and let them know which staff I spoke to and how awful they treated us.…
I am a Marriott Bonvoy member, and am scheduled to attend a conference at this hotel in about 2 months. The conference organizer has not released hotel information yet, but a check of the Bonvoy app shows all rooms are booked. This is my first time attending this particular conference, and have no idea how things are run. I attempted to call the reservation line to see if the conference organizer had reserved hotel rooms/ room blocks that might be available to conference attendees to book once conference reservations opened up, or if I would need to book different hotel accommodations. I thought this would be an easy and relatively straightforward ask. Apparently not for this hotel, which is alarming as this is a major conference hotel. The overall level of customer service that my husband and I received trying to figure this out was very substandard for any Marriott. I first called the reservation line and talked to Mary. She had no information other than the hotel was booked on those days, which I already knew. She could not tell me anything else, and I asked if I could be transferred to a manager. She refused to transfer me. My husband called back and got the same response from someone else on the reservation line. We then tried to call the front desk, and the gentleman that we spoke to said he would transfer me over to group reservations which would get me the answer. Instead, I was transferred back to Mary. Beyond frustrated. I still have no idea if rooms are being held for conference attendees. At this point, I do not care if rooms become open through the conference reservation system in a few weeks - I am going to proceed with booking elsewhere. Based upon the reviews I do not think I will be missing out on much. My husband and I tried to tell the reservation line that their lack of customer service skills is likely causing them to lose customers, but it seems they just do not care.…
Our stay was exceptional. From a great breakfast to dinner at the restaurant, delicious and dinner very reasonably priced. Clean rooms, nice pool area. Most important, all the staff were friendly, courteous and went above and beyond to make the stay the best. Highly recommend this hotel!!! And it has a great conference venue attached. A++++
You have to now pay to sit at the adult pool on top of your room rate and parking!!! This is the most ridiculous thing I’ve ever heard at any hotel! This is basically a all in one hotel with great service, atmosphere and restaurants but when you want to go down and relax at the adult pool and not be around the kids you have to pay $40 for a chair! Get it together guys or I’ll never go again. I hope people stop paying it so that they will stop this nonsense.
Stayed here whilst attending a conference. Wasnt that convenient to stay at other hotels due to the isolated location of the Gaylord Palms. The room was great and likely recently upgraded though the shower door screeches when moved due to the floor metal guide scrapping. Room temperature control was responsive to changes in temperature. The hotel provides 2bottles of water per day (Housekeeping kept on forgetting that fact). It wiser to bring your own supply of drinks/water as the two convenience stores on site are easily 2x overpriced. I like the food at the Wrecker Sports Bar, which was the most reasonably priced of all the restaurants on site. There is a relative dearth of breakfast places and coffee places. The main place stocking Starbucks was crowded all the time. Luckily the conference venue was good. I asked for a room facing out instead of facing the atrium due to past experience at Gaylord Hotels. Close proximity to Disney Spings and easy Uber availability helped. Cost of Uber to MCO airport is US$50.…
This is an unbelievably well-kept and beautiful place to stay. Really cool. Careful with the concierge though. The concierge doesn't work for the hotel, will book your cab, and make gross mistakes. In our case, the concierge booked us a cab to the Sanford airport and was off by over 2x on his estimate of cost. The manager I talked to disavowed any responsibility and wasn't interested in talking any further. This was a disappointing experience and a sad way to end our trip.
Orlando is full of great hotel options. So don’t stay here. Over priced with amenities you can’t even use and waits to eat at every restaurant and for everything else, this is a place to come if you like long Disney lines, getting ripped-off, and low-quality service. If you like to not matter this is the place for you. That’s the personality required. We came here Memorial Day weekend. Me and the kids to swim and a good weekend. Kids unfortunately swam literally 30 minutes at night only 2 of the three nights right before everything closed. And the Hotel closes various pools and slides early. Because they can. Too much work I guess to stay open late. Close at 8:00 pm. Makes sense? Not. But this isn’t the worst of it. Why didn’t they swim more you say? Why not earlier in the day. Because they couldn’t. That’s why. We paid the exorbitant daily “resort” fee for LITERALLY services that could not be used. I give you below as proof - pictures of the pool and pool areas. Yes, that’s not a movie. Or Venice Beach during a concert. That cluster-f&$k of a pool and pool area is a million people jammed in so tight that forget getting a chair - you’ll be on a towel on the ground hiding under play equipment- if you can even find a space on the ground!. It’s a joke. A disgraceful, ridiculous Marriott joke. Maybe if we got there early we could find a good seat by the pool you think? Haha. No. No. You could find a seat, sure, at 8:00 am. After you wait in 15 minute line at least to get into the pool area. Because they are not gonna just let you walk in. No. They are going to check every single person’s room number and make you wear an armband. BUT…once you get in the pool area….surprise! The hotel SELLS the best chairs by the pool. Yea. I’m serious. See the photo below. You have to pay extra for a damn chair at the pool. This is a Marriott. It’s disgusting. I’m writing to corporate. Maybe it will matter. Anyway…As a result we couldn’t use the pools until the evening. I don’t need to take a bath with 500 people, not able to barely move, and be sitting in mulch for almost $400 a night or whatever. Laughable. Forget the “new” lazy river by the way. I mean - it’s not “lazy” and it’s not a “river”. It’s fast running. So you won’t be tubing or anything. And forget about it even if it was slow because you can’t tube with 1000 people on a “river” that takes less than 4 minutes from start to finish. It’s small. Stupid small. It’s nothing. It’s overrated. Just like the hotel. Just like the hotel. But at least you’ll enjoy dinner right? Sure…as long a you make reservations before you arrive. Or you don’t mind to wait at least an hour. Price? Hahaha. You don’t want to know. Parking? $30 a night for self parking in so far away it’s in another time zone. $40 for valet. The day we checked out the wait time to get the car from Valet was an hour.An hour. An hour. The hotel also desperately discourages you trying to check out. I suppose they don’t want to hear the complaints. So it’s check/out time and they have a guy telling you not to check out. Just suck it up - you’ll get the bill in the email. Want to wait anyway? Well then you’ll be punished because despite an entire row of desks they will be empty. They had two people working. So the check-out line is another 30-60 minute wait experience. Management would probably say im lying so …see the photos to prove it. Remember…this is a Marriott. You gotta keep that in your mind to appreciate how bad this place is. You mean nothing in this place. Orlando is expensive. But at least go somewhere where you matter. This place isn’t it. We came years ago. When someone literally defecated in the pool and it was generally a ridiculous experience. Nothing has charged. Including my stupidity coming again. Im never coming again. Ever. At any price. This place sucks.…
Stayed here while visiting family for a week. Overall the room was pretty good and the staff was friendly. Be aware that you may be paying for hours of loud music in the atrium. Paying how much a night again? The ballroom in the convention center would of been a much more appropriate location for a loud event that is playing Move B**ch by Ludacris at 8:30 pm.
Stayed here 4 nights for a convention we attended. Positives: Nice Gym facilities Convenient location (close to Disney Springs) Great Valet service Great check in experience/got upgraded Was given late check out (although had to call 3 times until someone was able to accommodate us) Great housekeeping services Great service at breakfast Buffet pretty decent Friendly staff overall Cons: No adult pool kids everywhere no quiet area to relax front chairs reserved/must pay extra to sit there Loud noises from AC and elevator kept waking us up at night Dated old furniture in room despite being told we were staying in renovated wing (emerald bay) No lounge for Bonvoy members Only $10 breakfast credit for elite members Not many bathroom amenities No complimentary coffee anywhere and the coffee shop did not have the best service. If we had not needed to stay in this hotel for the convention we would certainly have stayed somewhere else at this price point since there are so many nicer options to choose from in this area. Even for a family with children the only attraction here is the water park inside hotel and some activities for families throughout the day but given that Orlando has many water parks and theme parks it just doesn’t make sense to stay here for that reason alone. This is truly a hotel that is geared more toward conventions which does make it convenient if you are attending one at this property.…
We stay at this property a lot I was driving in very late and called a couple times I was a little worried bc didn’t get a warm reception on the phone but upon arrival Christian F and Emily greeted us from the overnight team and were amazing def calmed me down and took great care of us! I appreciate them so much for sure Thankyou and 5 stars for them the only reason I don’t give 5 for the hotel is bc we couldn’t get a chair by the pool any day we were there and waited in line for over 45 min for a drink they def out grew the poolside restaurant and bar and if I’m paying a resort fee to enjoy the pool I better be able to sit by it so that needs some work! The rest was great I just think they are having some growing pains!
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