TripAdvisor Traveler Rating

This hotel made our Disney family trip stressful. From day one, we encountered constant issues—starting with check-in. Although I had made proper arrangements for my daughter to check in, she was given a hard time. They wouldn’t allow her to check in using my AMEX on file and forced her to use her own card. I was in the process of traveling there while talking to them and sending her the money to cover the charges. Later that evening, my 18mo. old grandson narrowly avoided injury when a large AC cover fell off the wall and landed just an inch away from his toes. There were no screws securing the cover, and the unit was filthy. I spoke with Lena, the manager, who apologized and offered us a $90 breakfast credit. On day two, we returned to find the rooms had been straightened up but not properly cleaned. There was no scent of any cleaning products, and the coffee pods weren’t restocked. I had to call to request more, which they eventually brought up. The kitchen area was left exactly as we had left it—the counters and surfaces hadn’t been wiped down at all. During all of this, the hotel kept charging my daughter’s credit card with large, random amounts—some in the $500 range. She called several times and was told they didn’t know why it was happening, but that the charges would “fall off.” The problem is, she used a debit card, so those charges held her actual funds. A lot of the staff had a nonchalant attitude and didn’t have real answers to many of our questions. Even simple questions like, “When will my room be ready?” were met with responses like, “No ETA… not sure… we usually forget about the 3-bedroom units.” What!? Not to mention the excessive fees being charged—so many that the bill becomes confusing. Our last night was booked using my reward points, and I confirmed the arrangement with Daneka (who was helpful). I provided my AMEX to pay for the resort fees, but when I woke up this morning, I saw three unauthorized charges pending—one for $920! I called and was transferred to voicemail repeatedly. I asked Nancyita to connect me to a live person, but she said I’d have to call back. I've placed alerts on my AMEX, but this has become yet another stressful day (5/7/25) due to ongoing billing issues. As of today, 5/9/25, the unauthorized charges are still listed as 'pending' and remain unresolved. According to AMEX, these charges were manually entered. What began as a single authorized $55 charge has now escalated to approx. $1,000 on my card alone. Including my daughter's card, the total exceeds $1,500 in pending charges. I've reached out to the front desk via text and also emailed the hotel requesting an itemized bill for both reservations, including the $90 credit promised by Manager Lena. I have yet to receive a response. While the amenities are great for children, the overall experience has been extremely disappointing and not worth the hassle.

Hotel is under renovation so parking is first come first serve. The room is outdated. Lots of cracks near light fixtures. During a rain shower the toilet started bubbling water over the seat. Water smelled like sulpher. Red panda inside was not good. It was close to espn. They did play games at the pool with the kids.

We travel here every year for a cheer competition and I must admit this year was awesome. I had no complaints from check-in til check-out. The rooms were great, the waterpark was loads of fun, and the service was exceptional. The only recommendation I have is to maybe offer an alternative breakfast option catered to those “on the go”. We ordered off property each day for breakfast because we didn’t have time to sit down and eat breakfast in a restaurant.

The room we were initially assigned in the 4 building, was unacceptable with construction, a sewage smell, far away from the Waterpark. We contacted Erica in guest services who was kind and tried to be helpful. Because she could not authorize a change in room we asked for the manager, she contacted Megan and Melvin, who were professional, apologetic and went out of their way to provide us another room. They went over and beyond to compensate us for the inconvenience. So appreciative of their willingness to correct the problem. The breakfast was really good, the food very fresh.

The room was a good size for what you pay for, although the rooms and buildings do need updating. We had cracks/missing pieces on the floor and it just kind of felt “dirty” it didn’t smell or anything but just needs updating. When we were in the pool area we got random whiffs of what smelled like sewer water. The water park of it was great! Kids loved it but the rooms and buildings need work. Not what the pictures showed.