Extremely Disappointing Stay – Overcrowded, Poor Service, and Unprofessional Management
From the moment we arrived, the experience was disappointing.
When we pulled up to the resort, no one approached us to help with luggage, explain where to park, or even welcome us. Instead, the first interaction we had was a staff member shouting at us that we could not stop where we had parked and that we should read the sign. That was our introduction to the resort.
After that, we were left to figure everything out on our own. There was virtually no guidance regarding parking, transportation, or how to navigate such a large property. Staff referred to the East Wing and West Wing as if guests were already familiar with the resort. It took far too long to understand where to park, how to get to the lobby, and how to reach our room. We later discovered that transportation requires calling for a shuttle, something that was never properly explained. The idea of having to wait for a shuttle every time I want to enter or leave the resort is incredibly inconvenient.
The check-in experience was equally frustrating. Guests with elite status were repeatedly given priority while others were left standing and waiting as new arrivals were continuously moved ahead in line.
Before arrival, I specifically requested a high-floor room. Instead, we were assigned one of the lowest floors available. When I returned to the front desk to ask about the request, I was met by a manager named Lisa. Her attitude was shocking. Rather than trying to help, she explained that the hotel had already done me a favor by allowing us to check in at 11:30 AM and that if I was unhappy, I could simply wait until 4:00 PM. I had to ask several times to get my key returned, and when she finally handed it back, it was done with an obvious display of attitude and disrespect. It was one of the most unprofessional interactions I have ever had with hotel management.
The resort itself feels significantly overcrowded and beyond comfortable capacity. The pool area is chaotic, with children screaming everywhere and very little sense of organization. Finding seating is difficult. Many pool chairs require advance reservations and additional payment, while other reserved chairs sit empty for hours even though guests have nowhere to sit.
To make matters worse, dogs were allowed on poolside chairs right next to guests. Whether someone has allergies, is uncomfortable around dogs, or has children who are afraid of them seems to be completely ignored.
This property feels more like a crowded water park than a relaxing resort. Be prepared for water park chaos, not a peaceful place to unwind after a day at the Orlando parks.
I have stayed at many Orlando resorts over the years, and this was one of the most disappointing experiences I have had. There are far better options in the area, and I would strongly recommend looking elsewhere.
