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5987 reviews
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Jan 09, 2025One time experience!
I have been staying at this hotel since last night, and I can confidently say that my experience with the front desk staff has been terrible. I had a prepaid reservation for two nights, but upon arrival, I was asked to leave a $100 deposit for the first night. Then, the following day, I was required to leave another $100 deposit for the second night, even though the room was already paid for. To make matters worse, at 10 PM, I was denied access to my fully paid room—with a 7-month-old baby—until I paid the additional $100 deposit. Now let’s talk about the hidden charges. On top of paying $485 per night plus tax for the room: • At checkout, I was charged $100 for parking and a $45 resort fee, which I was never informed about beforehand. • The “breakfast included” in the room price turned out to be a 25% discount at their breakfast club—not an actual complimentary breakfast. If I could give this hotel zero stars for hidden fees, I would. But I’ll give it one star simply because of its size. I absolutely do not recommend this resort unless you want to leave frustrated and upset due to the staff’s rude behavior and their shameless attempts to rip off guests—all with a smile on their faces. P.S. 7 days after leaving the hotel, only $40 out of the $200 deposit I gave was refunded to me. One-time experience, never again.
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Jan 08, 2025
Not customer oriented
I just cancelled my reservations for 2 rooms for early February; one for my very young grandchildren and their mother (my daughter) and a second room for my husband and myself. WHY? 1. I could not get the reservation agent to confirm adjacent rooms. I explained that if our rooms were not next door to each other with a door between our rooms, my daughter would have to spend every evening sitting in the dark while the children slept since they would go to bed much earlier than her. If we had confirmed adjacent rooms as we did on a Disney cruise last year, she could join us for a few hours before bed in our room to visit. 2. The agent could not confirm that we would even be in the same building in this huge resort which could mean that my daughter and children could be many buildings away from us. The plan was to go on holiday together. 3. We could not get confirmation that the renovation that is going on in the hotel...even throughout the night, would NOT be in the section where we had our rooms. 4. On top of the room rate, there are 4 or 5 extra charges in fees, tariffs and taxes added onto the room price which I felt was deceptive. 5. Parking is $38 per night. Outrageous!
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Jan 07, 2025Poor ICE experience, Jan 3, 2025
This review is solely for the ICE experience for Friday, Jan 3rd. My family purchased the tickets for the event specifically not for the ice sculptures which were truly magnificent but for the ice tubing. Our reserved time was for 7:15 for our party and we were 5 minutes early prior to our assigned time. We asked the attendant specifically if we could tube multiple times as the tubing sessions ended at 9 pm. Upon finishing our first and ONLY ride, the attendant then informed us we could not go back up for another run as the event was now closed. It was 8:01 PM. I took a photo of the closed signage as proof. Completely disappointed in the Gaylord for misinformation provided and letting a 4 year down. Shame on you. Please provide me with the contact information on who to speak to personally about this. Thank you.
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Jan 05, 2025Fun time at ICE for start of 2025!
We had a fabulous time even though we only stayed 24 hours. We checked in with Kyle . He was helpful , gave us a beautiful updated room with atrium view that was ready at noon. Yay! We went to the pool and had lunch at sandbar. Food was good . Our server was good but service was slow it looked like they were short staffed. The lazy fast river was too cold to go in but looked really fun…but the main pool was warmer. The south beach pool which used to be adults only is now open to all ages, which was nice . That pool was the quietest one but was cold too. My only small complaint was now they charge extra if you want to sit in a regular pool lounge chair in the front row close to the pool. They never used to charge before. I didn’t like that because they charge a resort fee.. Dinner at wreckers was great food , they have a dedicated gluten free fryer, we have a person who has celiac in our group , good service good food. We had Ron at Villa for breakfast buffet. He was so helpful and smiley . The buffet had great options and every food item had an allergen warning label next to it, amazing ! ICE was spectacular, tubing was fun , this is our 3rd time coming over the last 8 years . Valet staff could use more help they were super busy and it took awhile for our car they looked short staffed as well. They did their best . Looking forward to coming back . Thanks Gaylord Palms for a fun and great way to start 2025!
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Jan 04, 2025ICE SHOW BEWARE
This review is for the ICE show. This show was misrepresented in commercials and at the venue. DO NOT BRING VERY LITTLE CHILDREN TO THIS EVENT. The entire show is for adults and teenagers. The small children cannot do anything but make gingerbread cookies and spend your money at the gift shop at the end. I tried to ask someone about the small children and they did nothing and said nothing about the minimum height requirement for the ICE slide. When we arrived, the kids, 2,3,4, and 6, saw the slide and got excited. They had seen it on TV and we talked it up. When we got on line, the young lady said that everyone had to meet the height requirement. 1 child barely was tall enough. So since the kids could not slide down, no one went. We didn't want the kids to be upset that we went and they could not. We then went to the snow ball area. The snowball throw was against a wall with funnels which small kids cannot reach or hit. I started throwing them at our family for some fun. The young worker stopped us immediately. RIP OFF. We then proceeded to the main event. The ICE sculptures. We dressed everyone up. 9 degrees is pretty cold. We put on the blue coats and went into the venue. With all the clothes, from the moment we got inside, the kids were not happy. 2 of them were immediately miserable. Which the parents ended up just taking them straight through and out of the frost. I had hand warmers, gloves and scarfs for everyone. Just want enough for the kids. I personally could not tell you anything about the carvings. I ran outside to get another jacket for one child which again was a lost cause. From there we went to the gingerbread room. The kids had fun there but I'm sure that we could have done that for less that $652. When we got out to the lobby area, we saw kids crying and others not happy either. NOTE TO SELF: before you buy tickets, read everything about this venue. It will be very cold. 9 degree F. Dress according. Make sure all your kids are the proper height for the ride. Be prepared to spend another 50 for picture, hot chocolate and pretzel, etc. P.S. as I said, they did nothing for me so don't expect to get any refund or adjustment once you purchase tickets.