General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating3953 reviews
Negative to a Positive
We recently stayed at this property on this past Christmas Day 2022. We had some challenges with the smell coming from the bathroom and no hot water in the morning from either faucets. During checkout, we explained the challenges to the agent (Melrose). She was very courteous and was able to turn around our stay into a positive one. Thanks Melrose for your services. Great employee.
Excellent-Beyond impressive. We just returned from a week at the hotel and wanted to write a review immediately to address how impressed we were. Hotel is stunning and completely renovated- rooms and pool areas are exceptional. Restaurants were sophisticated and wonderful. New years at Citron was a spectacular and quite reasonable and breakfast there was also wonderful. Staff at Citron were hard working, professional and truly a pleasure to be aroid. Other diners were also commenting how wonderful staff at citron was. Valets were also excellent. This is an exceptional property with exceptional staff--- everyone should experience this world class hotel!!!!
Disappointed to say the least!
We stayed at this hotel few days ago and purchased tickets to one of the theme parks from their concierge desk. They tried to sell us a time share deal so we rushed out and failed to retrieve my husband Bonvoy credit card. We didn’t realized that we left it there till we got to Miami, we called the hotel and they said security have the card we asked them to mail it they refuse due to liability and fraud protection , so we asked them to keep it and we drove back today to get it.. it took them two hours to locate the card and bring it back to us! We had to wait for 2 hours!! We asked why no one tried to contact us while we were still in the hotel because we stayed there two days after we left the card..no answer!! It is a Bonvoy card chances are we are a hotel guest and we told concierge that when we bought the ticket..all they have to do is look up the name in their reservation system but no one seem to care! We asked for the general manager name and contact info but the front desk said they can’t share that with us! The GM of the hotel is out of touch and out of reach! If someone did there job and look us up and contacted us or told us upon check out that they have our card it would have saved us 4 hours drive from Miami and two hours wait in the lobby for them to get the card! Not to mention we are titanium elite guests, but that is irrelevant..everyone should have good service and good experience but not us not at this hotel!
Aesthetically nice, but room for improvement
Beautiful property. Our kids are grown now, but the pool looked so inviting and adventurous I could imagine kids spending a whole week playing in the pool. But, there are not enough restaurants on the property to accommodate all guests. Plan on making a reservation in advance or driving into Orlando to find something to eat. The self parking was a real hassle. Our room key was supposed to open the gates, but it never worked. I reported the problem several times and it was never resolved. It was a hassle getting out of the lot. And be sure to check the bill. I didn’t. We were supposed to have a $50/day credit. It was added for one of our two nights but not the other. After spending more than 30 minutes on the phone with two different people, all I could do was submit a dispute request. It might be resolved in 5-7 days.
We traveled to Orlando to take in the Christmas decorations at Disney Springs. The hotel was also beautifully decorated for the holiday. The room was super clean and I wish I could remember the staff member at check in, he was great. This hotel was located in a great area, we were able to uber to Disney Springs, quick and easy.