TripAdvisor Traveler Rating

We stayed at the reserve for 3 nights on a quick getaway to Orlando. We were very happy with the property. It is very clean and modern. The staff was lovely everywhere. The pool should be an adult-only only as there are very child-friendly and much more appropriate pools just across at the Swan and Dolphin. The reserve pool was too small for all of the kids and seemed like a strange choice for families. It was also hard to kind a chair because parents reserved chairs for their children who were never in them. The only other complaint is they are a new property and they have shower curtains!! That is gross and very outdated. Upgrade to glass, especially in the suites.

We recently stayed here for a family reunion. The hotel is perfect and love staying here. The rooms are lovely, hotel is so clean and the staff are so amazing. Robert in the concierge does an incredible job. We cannot wait to stay here again and highly recommend. Restaurant, bar and grab and go coffee are all five stars.

Solid November Stay & Service- rooms a lot nicer/newer compared to Swan, however the only drawback was crossing the street/further distance in having to walk to the Swan/Dolphin. Not a huge deal unless you are with a toddler where that extra distance does matter. Has a boutique vibe, smaller pool on site and access to larger pool across street. Received upgraded room with epcot view (2 rooms booked) as platinum elite and honored 1 elite night room credit with a huge suite on last night that we did not want to leave. Having stayed at JW, Swan, and Swan Reserve, I would book here again if price were right since it is on Disneh property.

We had a wedding at this hotel last weekend (March 23rd). I was very disappointed with the customer service at this Marriott property. As a Titanium Elite I have stayed at many Marriott properties, but I will never stay at this one again. First, we were carrying many delicate items for the wedding and not once would the bell boys hold the door for us. The revolving door was not operating for the 8 days I was there so we had to open two separate doors each time we entered. I had to use my foot to push the handicap buttom to automatically open the door. There customer service was very poor. Second ,we found the staff behind the desk to be inexperienced. Each time we asked a question, they had to run to the back to "ask a manager". They need training on basic information so they can more promptly answer our questions. Third, I asked for late checkout on my last day since I had a 7pm flight. The best they could do was 1pm. I decided to check online to see if my room category was booked for that night and I could have booked at least 3 rooms! This tells me my room was not in demand and they should have granted me a later checkout. Fourth, the rooms lacked any type of drawers for your clothes. They dressers are beautiful but not functional. We lived out of our suitcases for a week. Good luck if you stay there. My preference is the Swan or Dolphin, but not the Swan Reserve!

My family and I were meant to stay at this hotel in just a few days but I just logged into my Bonvoy account to discover that they cancelled my booking without bothering to contact me or even deign to give me an explanation. Now I am scrambling to find another hotel just a few days before we arrive. The arrogance and incompetence behind this is just staggering. Don't bother showing Marriott any loyalty. Yes, the irony is that Bonvoy is meant to be their loyalty account. We usually spend a few weeks a year staying at their various hotels around the world for work and holiday, and this is how they treat their customers.