1 STAR — A 15+ YEAR ORANGE LAKE FAMILY DESERVED BETTER
We arrived at Orange Lake Resort in Kissimmee on August 10 around 4 PM after driving approximately 12 hours. My mother has been an Orange Lake owner for more than 15 years, and our family has always considered Orange Lake a trusted family destination. That history made this stay especially disappointing.
Our room was not ready. We had requested a standalone villa but were placed in a condo-style accommodation instead. After waiting about 30 minutes, we were given a unit we understood had been cleaned and recently updated.
The reality was shocking.
Upon entering, we found what appeared to be mouse droppings and frog droppings on the floor, a dead lizard in the kitchen, white stains on the couches, and a bathroom/tub area that did not appear properly cleaned, with visible stains and hair. The closet was falling apart. The grass outside the back patio was extremely high. The air conditioner displayed “SERVICE FILTER” and barely blew air. We photographed these conditions.
We were traveling with children, an elderly partially blind service dog, and a son with a learning disability and severe OCD who has specific accommodation needs. Orange Lake has historically been a place our family could count on. Instead, our first hours were spent dealing with cleanliness and maintenance problems.
I want to recognize Patrick, whose customer service was genuinely excellent. He listened, took our concerns seriously, and worked to elevate the situation. My frustration is not with him. The problem was the condition of the unit and the overall response.
We were offered approximately $100 in room credit and a three-day play pass. Respectfully, that was nowhere near adequate considering the condition of the unit and vacation time lost.
We did not receive another accommodation until approximately 8 PM. After a 12-hour drive, our family spent roughly four hours dealing with the room situation. We then had to move our belongings, find dinner before restaurants closed, and salvage our first evening.
Unfortunately, the problems continued.
During the week, another vehicle was parked directly in front of our villa along the sidewalk, making it difficult to get our elderly service dog in and out and later load our belongings. When we called, we were told parking was first come, first served. Regardless of policy, it created a needless problem.
Restaurant service was also disappointing. We could see our food was ready, yet we were not paged or notified. At resort prices, we expect basic attentiveness and customer service.
One day, we could not properly use the Jacuzzi because the bubbles were not working.
Another day, we planned a family golf outing. We called the front desk to confirm the course was operating after a weather-related closure. We were told everything was back up and running. We walked over with our family, only to find that it was still closed and were told to return the next day.
What hurts most is that this was supposed to be a special family vacation and a positive experience before our son returned to school. Instead, it began with animal droppings, a dead lizard, and a room change that took until approximately 8 PM, followed by continued problems.
We are not first-time guests with unrealistic expectations. Our family has been connected to Orange Lake for more than 15 years through my mother’s ownership. We know the resort can do better.
We have photographs documenting the first accommodation. These were not complaints about décor or minor inconveniences. They were basic cleanliness and maintenance issues that should have been caught before a family was given the keys.
The $100 room credit and three-day play pass did not come close to making up for the experience. They did not restore the hours we lost or the vacation we paid for.
We are asking Orange Lake management or owner relations to review the entire stay, including the original accommodation, delay in moving us, photographs, maintenance concerns, amenity failures, incorrect golf information, parking situation and service concerns.
Most importantly, we are asking for meaningful compensation and assurance that these issues will be addressed so another family does not walk into the same situation.
Orange Lake has earned our family’s trust for more than 15 years. This stay seriously damaged that trust.
If this were your family after a 12-hour drive, with children and an elderly service dog, would you consider $100 in room credit and a three-day pass an appropriate resolution?
We are not asking for special treatment. We are asking for the cleanliness, care, communication, maintenance and customer service that any paying family should reasonably receive.
This was supposed to be a vacation and a positive start to our son’s return to school. Instead, it became a week of unnecessary frustrations.
Orange Lake can do better. As a longtime owner family, we sincerely hope they choose to.
