SpringHill Suites by Marriott Orlando Lake Buena Vista South — Hotel in Kissimmee

We own a timeshare at Calypso Cay, which shares the same compound as SpringHill Suites. I stayed there for a few weeks during Christmas and New Year’s. For some reason, several of our packages were mistakenly delivered to SpringHill Suites. One day, while retrieving a package, I inquired about the cost of their breakfast. There were a male and female employee at the front desk. The woman informed me that breakfast was complimentary. I clarified that I wasn’t staying at SpringHill Suites but at Calypso Cay and asked again how much it would cost per person. She assured me that breakfast was free and that my family and I could come if we wanted. I even asked her, "Are you sure?" and she confirmed. Given that I had seen their hotel guests using Calypso Cay's golf course and pool, I assumed there might be some form of reciprocal arrangement.

One morning, my 11-year-old daughter and 16-year-old son went for breakfast on their own because I was on a business call. When they returned, they looked upset and confused. They told me that a man at the front desk stopped them as they were exiting the breakfast area and asked for their room number. They provided it, unaware that SpringHill Suites and Calypso Cay have separate room listings. He then asked to see their room key and names. After they complied, he informed them that their room key wasn’t from their hotel, their names weren’t on the guest list, and he ordered them to put down the food. He then threatened that if they returned, the police would be called.

My children were humiliated and confused. I immediately accompanied them to the front desk to address the issue. I calmly explained the situation and how the employee’s behavior—threatening to call the police on children—was unnecessarily hostile and insensitive. A simple acknowledgment of the misunderstanding, along with an explanation of the hotel's policy, would have sufficed. Instead, the man became defensive, dismissive, and condescending. He made statements like, “I didn’t know if they were off the streets” and “I didn’t realize they were children.”

When he asked if I wanted to speak with a manager, I said yes. He called the Sales Manager, who arrived and interrupted me midway through my first sentence. I had to ask her four times to let me finish speaking. She seemed uninterested in hearing my side of the story or finding a resolution. Her demeanor was impolite and accusatory. At one point, she implied that I was irresponsible for allowing my children to get breakfast without an adult present. She then began speaking directly to my daughter in an inappropriate tone. I firmly said, “Please don't speak to my children. I’m standing right here.” She eventually offered an insincere apology and then asked us to leave.

I don’t often bring up race, as I believe the "race card" is overused. However, the entire experience felt tainted by racial undertones, which was incredibly disheartening and disappointing. My children and I left feeling unfairly judged and unwelcome.

The staff at SpringHill Suites could greatly benefit from sensitivity and customer service training. An empathetic and respectful approach can make all the difference in handling and diffusing such situations. I hope management takes steps to prevent similar incidents...

This was the worst experience for my family and i. I'll never ever stay at a Marriott again . Please take it from my family and I please save your money the pictures may look nice but they are not . I am fully disabled and booked this hotel for 4 days only to be discriminated against from Angela at the putt putt golf course because I did not bring my ID which I understood but being so rude to me I asked to speak to her manager then sent me to the tiki hut to walk even farther after three bad surgeries and now I need to knee surgeries knowing the manager wasn't there I asked her why she made me go there and she literally laughed at me knowing she wasn't there, and when we got a hold of her finally the manager that I spoke to also discriminated against me well I was explaining these situation and Angela laughing behind me right in front of the manager I told her she should not be working here and the manager literally flipped out , and literally assaulted Me by trying to pull away the Putt-Putt stick away from me if I did not have my cane I would have fallen. They literally dismissed us from using any of the amenities outside due to the situation and this was the only reason we because this is all I could afford and booked it in September with tax money I had no presents for my kids and this is devastating, we would not recommend this to anybody I am sick to my stomach we were in room 306 right in front of the amenities while my children are crying asking why they can't go swimming zip lining Etc due to the ignorance of Angela and her manager. The rooms are dirty the rooms are stale none of the cleaning ladies or Janitorial speak any English front desk was also rude during the situation that I needed help in they told me not to worry they would take care of it and they didn't . They called me and literally said we were not going out on any of the amenities due to whatever story they told I was on camera they have proof that I was assaulted and I'm going to have the manager arrested. I WOULD NEVER this Motel not Hotel to anybody not even for a night. Our Christmas is ruined and this was all I could afford for our family and I am so so devastated and so are my children! The rooms smell like mold they are very much need of repair for the price I pray to God that this will be taken care of. Trust me I bought a timeshare from the guy up front in the check-in area which will be definitely canceled as well totally disgusted

since this nobody has reached out to me to apologize, to offer us a free state since they took all of our amenities away nothing they have done absolutely nothing so if that tells you what kind of company it is I'll tell you it's absolutely disgusting the people here are terrible and ignorant. Have they offered us a chance to come in and stay with the amenities we all paid for it could have been different but nothing from them and once again haven't and will not pay for the vacation I ordered due to...

Location: the location was just right. Close to every Disney park which is just what we needed. Also, a ride down the road to restaurants and shops (dollar stores, five below, outlet mall, Walmart, tourist shops). Shuttle is offered to magic kingdom and Hollywood studios only, an additional fee for Epcot.

Amenities: great amenities that are shared by three hotels. Three pools: one with a slide, hot tub and Starbucks next door (watch out for the ants), one with just a pool, and another larger pool with two slides movie night, and a bar. Try to avoid the time share vultures while you’re enjoying your vacation because their hut is right next to the pool. Other amenities, mini golf, basketball court, splash pad, room service (from the bar by the pool).

THE ROOM: This was by far the worst part of our STAY. The rooms were VERY dated. Upon entry of our room it was a very sticky feel and that was from the amount of humidity in the room. We immediately turned the air on. What we first noticed was the paint chipping from the ceiling, the rusted fire sprinkler, and the tiny beds. The bathroom did not have any ventilation which added to the rooms humidity after showers. The room was also very dark and bleak lacking the brightness it displayed on the pictures.

THE LAUNDROMAT: 1 of the 2 washers out of order and no sign on the one we used. Which left our clothes soaking wet with no other washer to use. Tried to ring them out and place them in the dryer, but it just didn’t dry our clothes and after spending $12 trying to get them dry before our trip home we gave up and were refunded $3 (what a joke!). Not to mention, 1 of the 3 dryers being out of order.

Complimentary breakfast: 6:30-9:30 daily even on weekends (typically breakfast at Marriott’s would close at 10:30 am on the weekends). There are SIX stories in this hotel and TWO WAFFLE MAKERS. I stood in line 30 minutes to make 3 waffles for my kids, it just makes no sense. Also, so much trash left on the tables from guest and no seats available. If this is an ongoing problem the staff should ensure patrons are aware they need to clean up after themselves. Definitely not impressed by the breakfast or dining space.

Overall this SpringHill did not meet our expectations. Typically the SpringHill Marriott’s we stay at are very clean, bright, airy, fresh and comfortable. This Marriott missed the mark by far and simply made it an unpleasant stay. Marriott needs to focus on maintaining the quality in their hotels instead of the quantity of buildings they acquire. Also, night staff could work on their customer service skills, however, no one smiles or seems happy to welcome/greet the paying customers.

If you’re looking for location and amenities this is the place for you. If you’re looking for comfort, cleanliness, and quality this is not the...