Legacy Vacation Resorts Kissimmee/Orlando - Near Disney — Hotel in Kissimmee

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Subject: Urgent Complaint Regarding Recent Stay – Long-Time Owner

Dear Legacy Resort Management,

I am writing to formally express my deep disappointment regarding my recent stay at the resort — an experience that was, without question, the most unpleasant I’ve had in over 30 years as an owner. My family and I typically visit three times a year, and until now, we’ve always enjoyed our time here. Unfortunately, this visit was marred by unacceptable conditions, poor customer service, and unprofessional behavior from staff, particularly from the newly hired security team.

To begin, we reserved two rooms for our stay. While my husband and I were placed in a relatively updated unit, which we appreciated, my grandchildren were assigned to a room that was entirely unacceptable. Their room was dirty, had visible roach activity, broken amenities, and subpar accommodations. When we brought this to the attention of the staff, we were told that changing rooms would likely result in an even worse option — a response that was both unhelpful and dismissive.

The following day, we had an unfortunate encounter with security. I understand that pools must be closed during lightning storms, which we fully respect. However, the way in which we were removed from the pool was completely inappropriate. One entrance was locked, and we were forced to exit through an area with active sprinklers, soaking myself and my one-year-old grandchild. This was unnecessarily disruptive and showed a lack of basic courtesy and planning.

The next night, we returned to the resort around 8:00 p.m. hoping to enjoy the pool. The weather had cleared, but all pool areas remained locked. When I contacted the front desk, I was told security would be notified — yet no one ever arrived. An hour later, I called again. I spoke with an employee named Isaiah, whose behavior was rude, dismissive, and completely unprofessional. He refused to provide any reason for the continued pool closure or give his manager’s name when asked.

The situation escalated further later that night. At around 10:00 p.m., only the main pool was reopened. While we were using it, a security officer came by at 11:00 p.m. and told us — quite aggressively — that the pool was closed and that we needed to leave. When I politely asked if the fire pit could be turned on, she responded rudely and refused. When I asked for her name, she became hostile, used profanity, and referred to me in a highly inappropriate and offensive manner. She then locked the gate and demanded I exit through another route, which was nowhere near our room.

This level of aggression, verbal abuse, and intimidation is absolutely unacceptable. The security officer wore no visible identification and refused to provide her name. Her conduct was completely unprofessional, and she appeared to be provoking a confrontation rather than diffusing a situation.

As a long-time owner, I am shocked and disheartened by what this resort has become. If this is a reflection of new management or staff practices, I fear for the resort’s future. My family and I no longer feel comfortable or welcome here, and this experience has left us questioning whether we want to continue our ownership at Legacy Resort.

I expect a formal response to this complaint, including what actions will be taken regarding the condition of the rooms, the behavior of the staff involved, and how management intends to address these serious concerns.

Sincerely, Sarah Johnson

Legacy Resort Owner...

Stayed here back in September, but due to an on going dispute with out holiday provider, I have only just got round to posting a review.

We stayed at this location a few years ago and had a very pleasant holiday, so decided to come back. It was a completely different experience this time.

Overall we had 4 rooms during our two week stay; the first was just an unacceptable standard overall, so we requested a different room immediately. We were provided with another room in a different building that was much more like to rooms pictured, it turns out that they have nice rooms and pretty awful rooms depending on what building you stay in. I think they give out the bad ones first and see if you're happy with it.

The second room, we had for a couple nights then came home late one evening to find a major water leak through the ceiling. So we had to pack up all of stuff and were moved to another room. After a long tiring day and evening, this was the last thing we wanted once we got home. This next room was to a similar acceptable standard as our second one. The third room we had for about a week. Then one afternoon whilst getting ready to go out for dinner, there was a heavy rain storm and yet again we were facing another water leak. This time water was dripping directly on the beds. Expecting to move rooms again, we packed up again and got ready to go.

After heading to reception we were given another room, and after stating that this would be our 4th room of our stay, the gentleman in reception said that an email would be sent to management regarding the situation and we should receive a reply. We still haven't months later.

This 4th and final room was simply disgusting, and this was apparently the only one available. Every room was dark and dirty, the sofa was broken, coffee maker full of some else's coffee and the bathroom full of mould and sharp broken wood sticking out from the doors and cabinets. This was the final straw, and we decided to look for somewhere else to stay. We couldn't find somewhere that we liked to look of that night so decided to stay in the room for that one night. We slept in our clothes as this seemed like the safest option, and we didn't use the bathroom facilities as they were so disgusting. We quickly headed out in the morning for breakfast and eventually found alternative accommodation. Our stuff was already packed so we quickly loaded the car and checked out 3 days early.

Unfortunately I cannot and would not recommend this resort to anyone, even if I hated them. If you like disgusting, dirty and uncomfortable rooms and want a holiday from hell then by all means book a suite or room here. This quickly became the most stressful holiday experience of my life. If you have any sense and want a nice stay, please go somewhere else.

When we left early the staff didn't really seem to care, and months later we still haven't heard anything from "management".

The resort was booked through a UK holiday provider along with flights and we're currently trying to negotiate some kind of compensation due to the problems we encountered. So far however this has been incredibly difficult, we kept a long log of all the problems and also took...

Location: 5 stars/ hotel: 1 star Our stay at Legacy Vacation Resorts in Kissimmee was incredibly disappointing. Checked in April 7, checked out April 12. Just two hours after check-in, I realized our door wouldn’t lock from the outside — the key was essentially useless. I called the front desk, but the phones just rang and rang, so I physically went down to speak with someone. The girl at the desk told me someone would be out to fix it. I stayed up until midnight waiting, and no one ever showed up. After a day at Disney, I informed the front desk again in person — still no fix, and calling was pointless. On another day, I ended up with a flat tire on the way to Disney leaving from the hotel. As a single mom traveling alone with two kids, I made the best of it, but it delayed our day and plans.this is no one’s fault, just something that can happens and never at the best times it feels like. To continue with our plans, I needed to extend our stay by one day. I was told I couldn’t just add a night to my reservation — I’d have to make a new one online. When this happened, we still had plans to stay there another 2 nights, so it really wasn’t a last minute change on their end. They apologized and agreed that it was inconvenient but they can’t extend stays. Not a single persons fault by any means; just bad business practices. That meant packing everything up and moving to a new room in a different building, even though it was the exact same layout. Frustrating, but I did it because we had Disney tickets. And no flat tire was going to get to take a day from Disney from us. We went from building G, to building L, room 559B.

The new room (Building L) was worse. I didn’t have any complaints of my original room in building G. But the second room, oh heavens. I ran out of there with the most disgusting feelings. It had roaches and visible black mold in the bathroom. I was honestly horrified. At 4 a.m., I woke up and saw roaches all over the kitchen — on the stove, on the floor, just crawling everywhere. I packed us up immediately and checked out by 5:07 a.m.

Even the checkout experience was cold. checkout; the front girl didn’t even look up when I walked in, until I approached her at the counter. I said, “morning, I’d like to check out and I’m in room 558B”. She said a name that wasn’t mine, and I said “no ma’am my name is Evelyn Moreno. She goes back to the computer and said, you’re not 558, you’re 559, but what ever you’re good to go.” It’s the last impression I was given of our stay, and just felt very cold and rude.

Between the lack of working phones, unresponsive staff, bugs, mold, and poor service, I truly regret spending even a dollar here — including the $70 I spent at Tony’s Grill & Café by the pool. I won’t be returning, and I wouldn’t recommend this...