Magic Moment Resort & Kids Club , Dazzler Select by Wyndham — Hotel in Kissimmee

There's a reason the BBB gives them a " F" rating.

We arrived at 2045 on 28th Dec 2024 only to be told our Reservation was canceled by the third party we booked through. We called third party and had them on speaker and they blatantly told the front desk they were lying and that the Reservation was still active on their system and that no one called them to cancel the reservation. We were also told to our face that they were sold out the day before (which would have been Dec 27, 2024). We informed the front desk how can they be sold out when we booked the room that evening before our arrival and if that was the case we would not have been able to book the reservation and pay for the room which we had a reservation number and a confirmation email. To further make things worse on their end, I purposely went outside and called the front desk at 2101 and when the receptionist picked up, I asked if there was any room available, they informed me they were all booked . 10 minutes later, a Young Hispanic woman walked up with her son, and asked in Spanish if they had any rooms available, she was informed YES. she Booked a room and went to her designated area. The so called MOD ( Manager On Duty ) Jesus informed us that their were no more rooms available because the last room available was booked moments ago when the young Hispanic lady got the last room. When I informed him that I personally called and asked if rooms were available 10 mins prior to the young lady booking her room, he said I was mistaken and that she had already booked her room. To make things worse, we waited outside and we watched family after family come up and check in but how is that possible when they said that all the rooms were booked just moments after the Hispanic lady booked hers???? Then he decided to tell me, A Disabled Retired Combat Veteran to calm down because I caught them in a lie. To make things worse, my wife, who is of Hispanic Descent came in to the lobby and they spoke to her calmly in Spanish, she asked why were they talking to Me so disrespectfully and they replied they don't know what the problem is. Prior to my wife arriving they were speaking very condescending and unprofessional and the moment they saw a Hispanic person speaking to them they were professional and calm which shows racial bias towards us. I had to wait outside with my 6yr old daughter and 3yr old son in the car over 45 minutes who were tired and hungry by the way, after spending 2hrs in the car from us traveling to the hotel from Hernando County. The staff was rude and unprofessional and very racially biased and called us liars and told me I needed to calm down when they could have simply apologized for the issue at hand and not lie. I would not recommend anyone to stay here and I will be letting the Military community not to book a room at this hotel. We were extremely disappointed in what transpired, we had nothing but high expectations of this place especially after seeing the amenities they provided for kids. You should be ashamed of yourself and that manager if that is even his real name should be sent back to training or be terminated. That is not how business is conducted. You don't tell someone to calm down because you were caught in a lie. Very very disappointed.

They contacted me to tell me they would be reaching out to discuss the matter. I have yet to hear from them. I called this morning at 1115 am Thursday Jan 2nd 2025 only to be told by front desk that Management is in a meeting until 4pm. Called back again at 1200 only to be told by the same front office personnel that he got a hold of his manager and that she is on lunch until 2pm. When I notified the clerk that I spoke to them earlier and that he gave me a different response, he got flustered and stated he doesn't know anything. I am filing discrimination charges against this establishment by the end of the business day. They still continue to lie and mislead. I can only imagine the experience others have had with...

—Overview:

The hotel is owned by the same group as Palazzo. As with Palazzo, you can tell that they care very much about the user experience and providing a good service.

Normally I don’t do this, but I’m going to leave an in-depth review as it is a resort focused on families and children and I’d appreciate it if I had a lot of info before booking.

The hotel has some frills, decent breakfast, and is overall a great value. And for a hotel in its price range, it feels safe.

I did smell weed once in a while, but I assume that’s everywhere anymore.

—Customer Service:

During check-in, Victor at the front desk was incredibly friendly, informative, and professional, as was the rest of the staff.

During breakfast, the staff was very professional and always cleaning.

The cleaning crew were very proactive and paid attention to detail and were also making sure the kids were staying safe.

We booked this hotel mainly because we have young children. There is plenty for them to do and it made retiring to the hotel or getting a later start much easier. But, it also made it difficult when we did want to leave because the kids didn’t.

—The room:

We had a Deluxe Double Room that was Mario-themed. Outside of the wallpaper/stickers and maybe pillow covers, that was about it for the theme. The kids loved it. I’m sure the other options, like Lego and Princess, are of similar detail.

The room was nice and clean.

The TV is a Roku TV. Thanks to everyone who kept their logins signed in 🤭.

Nice mini fridge and coffee machine and other standard amenities.

The beds were a little springy, but were comfortable. The kids asked for bunk beds 😅. May be a good idea for family rooms.

The bathroom was clean. The hot water didn’t last long in the morning, presumably because everyone was getting ready. It lasted plenty long in the evening.

The WiFi worked great.

The only trashcan was in the bathroom.

There is a grab bag of snacks and drinks for I think $11. We put that up and out of the way.

There is a small safe.

The AC did not get very cold, and would cycle cool air off-and-on. During checkout, I mentioned this and Victor made a note for a work order right there.

—Outside of the room:

A bigger, kitchen-style trashcan was outside of the room.

We were on the courtyard side facing the play house and pool. Because of the AC, being on the parking lot side would have probably been cooler.

As with any kids’ things, some things, like little ride-ons were well loved or broken. Not a big deal, just worth noting. I’m positive that management keeps tabs on this stuff and replaces accordingly.

There was a bunch of video games, kids activities, sports stuff upstairs, as well as playground equipment.

Everything was clean and maintained well.

The soccer field would probably benefit from a volleyball net as it was all sand. A pickleball or basketball court would be nice since there’s a ton of space for stuff like that.

Maybe just a few things for adults to enjoy after the kids have gone to bed besides the pool. There was plenty of lounging options. No hammocks though.

The pool was very nice. It would be neat if they had movies playing like they were at breakfast.

Worth noting: there are affirmation signs everywhere as well as Christian messages and bible quotes. Things like, “Be your best self” and “Love your family.” Some of the signs were misspelled or had improper grammar. I don’t believe ownership’s first language is English. Absolutely not a big deal, just a little humorous to see.

The area:

Next to the hotel is an American Military Museum. On the other side is a shopping area and smoke shop. There are a ton of food options.

About 15 minutes to Disney.

30 to Universal Studios.

Money:

There was a $60 resort fee tacked on to our stay that I didn’t expect, but that’s my fault for not paying close enough attention while booking.

I think our stay was around $70 a night for a weekend.

Thanks again to Magic Moment. We’ll definitely have it as a top choice...

I try to approach reviews with care, preferring to focus on positive aspects wherever possible. However, after giving this property ample time to address the serious issues we experienced, I feel compelled to share the full picture. Regrettably, I cannot, in good conscience, recommend Magic Moment Resort and Kids Club.

Playground: The play area was fantastic for children. It’s clear a lot of thought went into making sure there was something for every age group. Our daughters had a blast, making new friends and running around in a safe, spacious environment. It’s great that, for those staying in the rooms facing the back of the hotel, you can keep an eye on your kids from the comfort of your room. The staff did a wonderful job of maintaining cleanliness throughout the day, and it was a bright, cheerful space for the kids. However, the lack of quiet hours is a significant concern. The walls are thin, and we could hear everything, including children playing on the playground at 2 a.m. While we understand the challenges of time zone differences, it was disturbing to see children still running around at that hour, with no apparent effort to manage noise levels. Additionally, we found it odd that two groups of older gentlemen were staying in rooms facing the playground, without children. It raised some questions about the management of these rooms and the overall safety of children.

Staff: The staff truly stood out. Every single person we encountered was kind, cheerful, and went out of their way to make our stay pleasant, even when dealing with difficult or rude guests. I was genuinely impressed by their professionalism and patience. From the front desk staff to housekeeping, everyone was exceptional. They are the only reason we didn’t write this review sooner. We had hoped management would address our concerns directly, but unfortunately, it’s been eight days since our departure, and we’ve received no response to our messages, which have been read but left unanswered.

Smoking: Despite advertising as a non-smoking facility, we frequently encountered people smoking on balconies, and there were discarded cigarette butts throughout the property. The smell of marijuana near the pool was overwhelming at times, further detracting from the experience.

The laundry facilities were another source of frustration. We repeatedly informed staff that Dryer #4 between buildings 2 and 3 was broken and not heating. We even left a note, but the issue remained unresolved for the entire duration of our stay. This was not only inconvenient but also unacceptable, as other guests were unknowingly wasting money on a machine that didn’t work.

Unfortunately, the lack of response from management—especially now eight days after our departure—only compounds our frustration. It's disheartening to see a property with so much potential fall short of its promises. Until there are significant improvements in room maintenance, security, staff training, and customer care, I cannot, in good conscience, recommend Magic Moment Resort and Kids Club.

I hope management takes this feedback seriously and makes the necessary changes for future guests. However, until then, I strongly suggest looking elsewhere for your family vacation.

I want to be clear: my family wanted to enjoy this experience. We booked this property because it seemed like the perfect place for a family vacation. However, the combination of safety concerns, unsatisfactory room conditions, lack of attention to guest feedback, and poor communication from management has left us deeply disappointed. As a travel professional, I take these matters seriously, and I would never recommend a property that fails to maintain the basic standards of safety, cleanliness, and...