Reunion Resort & Golf Club — Hotel in Kissimmee

Not what it used to be - Renter's Beware - do your research before booking!||We recently stayed at Reunion Resort in Kissimmee and have been coming to this once "luxury resort" with our kids for many years. We checked in only to be told that we were not being placed in our requested location at Center Court Ridge Villa, but that we were given a unit at the entrance of the park that was much older and was definitely worse for wear. We also were told that since we booked through a third party Reunion Resort could not accommodate or assist us in any way with our booking and basically we get what we get - period. We were honestly shocked at the lack of customer service throughout the entire stay as we encountered several issues that Management should have been involved with but chose not to engage with their customers. The grounds were not as beautifully landscaped, trees and shrubs were dead or dying, weeds throughout. The pool's did not have towels, we had to bring our bath towels to the pool. Bathrooms at the pools had doors that did not lock, toilets and floors were quite dirty. Tile's were loose around the exterior of the villa's and pool's. We visited the waterpark pool one day and ate lunch from the food truck - we all were sick that evening sadly. One of the pools had their computer systems down and were not able to order food or drinks BUT they wouldn't allow you to bring in food or drinks from the outside even though the sign says that isn't allowed as long as their bar area is serving. ||Our specific unit had 5 cracked tiles in the kitchen that we didn't see until my son stepped on one cutting his foot. The unit was missing curtains in one of the bedrooms, baseboards and furniture was dinged up pretty badly. The carpeted stairs to our unit were filthy, with large stains on almost every step. The AC filter was covered in dust and looked like it hadn't been changed in quite some time. The AC stopped working and maintenance argued with us that 78 degrees was normal even though it was set at 68 all day. We finally convinced him to check all rooms at which time he agreed that the AC was not working and offered to inform the front desk manager. Only after we drove down to the lobby were we told by a receptionist that we would be moved to another unit with working AC at 11pm. At no point did we speak directly with management, they never called us to check in to see how we were doing after the move, in fact when we asked to speak with the manager we were told she/he was not available and that we could speak with the front desk personnel only. ||The amenities are non-existent without additional monies. We went to the pickle ball courts on a sunny morning, no one was on the court, there was no mention of booking a time slot but we were approached by someone at the resort who told us that we couldn't play without paying $30 per person to rent the course for 30 minutes. They never asked what our room number was which could tell them if the owner we were renting from has a preferred membership. This would have covered us for any use of the facilities. ||Understanding that growth of a business can be a good thing, Reunion Resort seems to be stretched too thin. Not staffing the resort with personnel who are professional and equipped to provide the level of customer service that this resort once provided. No attention to detail with their groundskeeping and housing upkeep. Non-existent good customer service. Nickle and diming guests to make up for shortfalls in their bottom line creates a horrible experience and guests such as ourselves will not be returning. Non inspection of their facilities before they place guests in there for their stay. I'm sad to see this decline and do hope that Reunion will take these concerns to heart and make some much needed changes for the longevity of their...

A Very disappointed, long time customer Upon arrival for check-in, we requested Center Court, Ridge and were told that they were full, they put us in another unit at the entrance of the park. These were older units but we have stayed in several different units over the years and weren’t terribly concerned as our recollection of Reunion Resort was that it was a family friendly luxury home away from home resort - when we arrived it was dark. We began bringing our items into the unit, my son stepped on the kitchen tile And cut his foot on a broken piece. After turning the lights on, we realized there were five tiles cracked broken in the kitchen. There was a foul odor in the unit that we noticed right away. Many pieces of furniture had nicks and chunks of the wood missing or scraped up pretty badly, baseboards were nicked and dirty. One of the bedrooms was missing curtains that was located at the front of the unit where the parking lot is with the street light on. We contacted the front desk right away and made them aware.

We went to one of the parks the next day and didn’t arrive back to the unit until later that evening. The temperature was very warm registering at 75 with the thermostat set at 68. We contacted the front desk right away who said they would send maintenance. 30 minutes later they arrived And after much persuasion, they did check other rooms with their temperature gauges only to find they were registering at various temperatures 80° in one room 70 in another 60 in another. At this time, the maintenance personnel realized there was a major issue and told us he would contact the front desk right away. He also noted that the air filter was filthy and needed to be changed. When we did not hear from anyone from the front desk or maintenance, we drove down to the lobby and were told that they would be moving us to another unit due to the AC issue and the cracked tiles. Again we asked if we could be placed in Center Court Ridge and were told that since we booked through a third party and not directly through Reunion Resort’s website there wasn’t much they could do for us. 11 PM we moved all of our items from one unit to the next just a couple of buildings down still in the same section.

The next day we stayed around the resort and were a little shocked that we weren’t able to play pickle ball when no one was on the court unless we paid an additional $30. They did not ask for our room number which could have contained a preferred membership and would not have required us to pay. The pool at 7 Eagles did not have towels available. We had to bring our bath towels from the unit to the pool. The bathrooms were dirty and doors the stalls did not lock. The umbrellas did not work and the bar/lunch area did not have their system working and were not able to serve food or drinks. The customer service was lacking, and it appeared as though they were shorthanded. We headed to the waterpark - customer service was better there - we ate lunch at the food truck this day all of us that evening were sick from whatever we had.

Understanding that growth is a good thing for businesses in this particular case for Reunion Resorts it has not faired well for their guests. We’ve been bringing our kids to Reunion for many years because of the family friendly, safe, resort style community that appealed to all ages. We were saddened to see the downfall in customer service coupled with the sloppy upkeep of the units and grounds and the amenities, not as accommodating as they were. This is what kept us coming back year after year. We will not be returning unfortunately and do hope that Reunion is able to regroup a bit and take some of these customer suggestions to make things better for others visiting to their resort...

BED BUGS!! During our stay in a 3 bedroom villa, our child woke up with swollen itchy bug bites covering his entire back. They had a very distinct zigzag pattern. When we checked his bed we found several bugs in the creases of the headboard. We closed the door and took our son down to the lobby to notify the staff. They had my husband fill out a report, and they took pictures of my child’s back. Security was sent to our room. They took the sheets off the bed, and told us the HOA will be notified, and this will be a published report. They switched us to a new villa. We spent a couple hours cleaning our condo and belongings before switching to the new villa with no help from any staff. The following morning I took my child to urgent care to have his back looked at. The health care provider confirmed he did have bed bug bites, and prescribed us a medication for the pain and itching. The manager from Wyndham called us to let us know that 2 companies were out and did not find bed bugs in the room despite the proof we have of the bugs in the headboard, my child’s back, and the report from the doctor. He told us the insurance company will be reaching out to us in 7-10 days about our claim. It’s been 2 weeks, and still no phone calls from anyone. We received no help with getting our belongings and luggage professionally cleaned, they just moved us to a different villa and washed their hands of us. It’s been over 2 weeks, and we still haven’t heard from anyone. On top of the bedbug situation the new condo we were moved to was filled with marijuana smoke the rest of our stay. We called the lobby and spoke to security twice and were told they would check it out. We told the Wyndham manager over the phone about the marijuana smoke, we went down to the lobby and told the manager on duty about it, and also gave them a copy of the doctors report noting the bed bug bites on my child. Nothing was done. The last 3 days of our vacation we were stuck in a villa full of marijuana smoke. My 11yr old son couldn’t even sit out on the balcony to eat his cereal without it blowing up into his face. We tried to make the best of our trip the last few days for our kids. We decided to head to the waterpark and Seven Eagles pool. While swimming with our children at Seven Eagles pool there were several people sitting around the pool also smoking marijuana. It was disgusting. On check out day we packed up our car with all our belongings, and our entire car stunk of marijuana. After we arrived home we trashed all our luggage because it stunk of marijuana, and to avoid spreading anything into our house. No one is taking responsibility for this nightmare. Since we’ve been home we called Reunion Resort several times, and left voice mails. Not one person has reached out to us. We thought we were booking a family friendly resort close to Disney World, but it was the complete opposite.

Edit: The results of the hotel's 2 independent companies for pest control are laughable. I honestly believe it's just a feeble attempt to cover their own asses. My child is covered in bed bug bites and I found bed bugs in the room. Seems simple to me. It's a shame that they're...