The Inn at Celebration, Autograph Collection — Hotel in Kissimmee

We’ve stayed here several times now and always loved the hotel, its location, decor in the public areas, lovely rooms and views over the lake.|This trip showed however that it really is not run effectively for those staying more than one or two nights. We’ve just completed a two week stay. Housekeeping was very, very poor. Coordination between front desk and housekeeping was weak, and front desk itself was not good. The one exception was a maintenance man called Dimitro, who listened to us explain an issue, quickly confirmed we were right, then stayed with the issue until it was fully solved - others there should learn from him.|So, the issues:|- until we asked, a week into our stay, our room was hardly serviced at all, e.g. no hoovering, no new sheets, no replacement of various items when they were used or ran out, and there was nothing anywhere to say ‘ask for a full service of your room if on a longer stay’. We foolishly thought that having taken our booking and not said to request a full service every few days, they were on the ball and would make sure it happened.|- when we did ask for a full service, front desk promised it would be done while we were out that day. It wasn’t.|- when we asked again, it was done that evening. Apparently a ‘full service’ after a week means new sheets, but no hoovering, no cleaning the bathroom floor, no replacing tissues, coffee stirrers/sugar, used glasses, because that is what we got.|- on almost every day, something was not replenished, e.g. teabags, used glassware etc|- when we spoke to the front desk, they seemed to latch on to the first item you described, then promised to fix that, but clearly didn’t take in anything else you were trying to mention.|- when asking for a teabag one evening as none had been left, front desk appeared confused as to what a teabag was. Finally one was promised, but never arrived.|- Something, every day……. I don’t blame the individuals in housekeeping. This is surely very poor management, poor instructions and little or no checks on quality of service provided.|Finally, the car parking. When we arrived, I asked front desk if we could park on the street. I was told a very strict ‘No’, street parking was residents only, and the only option was hotel valet parking. We valet parked for the first night, then having spoken to the valets, got a different story: of course you can park on the street, that’s what the many visitors to Celebration do every day, just try not to park where a resident might want to park overnight, e.g. directly in front of someone’s house. We parked on the street for the rest of the holiday, no problem. However, on check out, the front desk said payment was ok, thank you for staying, goodbye. As I wanted to change the card I was paying with, I asked to see a printout of my bill. They had charged me, subsequently removed when I pointed out their error, for 14 nights valet parking (c. $490) rather than the c. $35 including tax for the one night I had valet parked.|As I say, we have stayed here several times before, in stays up to seven days, going back to before it was a Marriott Autograph property. We’ve never had any issues like these with housekeeping or front desk before. Maybe a two week stay is something that the hotel is just not managed and run to deliver...

This was my 6th or 7th stay at this hotel and will be my last. Though they may have updated the interior, there has been a steady decline in service that is simply no longer tolerable. It is like putting lipstick on a pig. Not worthy of "Autograph Collection." We stay here mainly because it is convenient to visit a family member who lives in Celebration. We put up with the months of construction/renovation expecting something better at the end, and didn't get it. I did not get any acknowledgement of my Bonvoy status upon checkin, and no "welcome gift" (which is usually just water, but still would have been appreciated.) The room looked nice but was missing basic necessities such as the TV REMOTE, a TRASH CAN, and a do not disturb sign. When we called the desk to ask for the remote (which we never actually got), it took over 15 minutes for someone to even answer the phone. The lotion and hand soap bottles in the room were empty. The bathroom light has a motion sensor that can't see you in the shower, so it turns off the light making it pitch black while you are in the middle of taking a shower. The tiny, non-functional room chair is for looks only and should be in a bar. In one of the other newly renovated rooms we stayed in before, the smoke detector light blinks so brightly you can see it with your eyes closed. (And for that room I paid extra for a seating area- and there was no furniture other than the bed!! Just a lamp and an empty space where the seating area should have been!) The restaurant is utterly disorganized. We were ignored for over 10 minutes before someone even brought water and it was like they were doing us a favor. There was a large party of 12 and the staff kept blaming them (and one another) for everything being slow instead of apologizing and trying to improve the experience. And to add insult to injury, they had the nerve to "no show" me on OpenTable even though I most certainly checked in for the reservation. Upon leaving the hotel, the photo is what the lobby women's room looked like. Per my husband, the men's room was even worse, with trash and urine everywhere. There is actually NO manager on duty all...

My husband reserved a suite for us for the weekend. When we checked in they gave us a regular room. No big deal called them and was told oh we made a mistake come down and we’ll get you in the right room. Go down to the lobby and find out the suites not ready . Ok again not a problem was told they would call us when it’s ready. An hour goes by without a phone call, check in is at 4 it is now 4:45 so we decide to see if it was ready and guess what it was. Again maybe it was an oversight not worth getting upset about and head up to the suite. Everything seems good so we go to dinner and when we come back that’s when things get horrible. The toilet started to overflow so we call downstairs and Glenda tells us she will have maintenance come up. 45 minutes later and no one shows. I go down and ask about it and Glenda said she forgot! I could not believe it! So she tells me she’ll let them know now. 30 minutes later maintenance shows up try’s to fix it but says it’s a plumbing problem that can’t be fixed and leaves. I go downstairs. Tell Glenda we are leaving. I am not staying in a room that doesn’t have a working toilet . She tells me that She’ll still have to charge me because I checked in. I told her you cannot have a hotel room without a working toilet. She proceeds to tell me not to argue with her . I informed her we are leaving. I will dispute the charge with my credit card Company. I started talking to a lady who was in line behind me and she was there to make a complaint about getting the wrong room. Also, I informed her to be careful with the toilets because they will put you in a room with a toilet that overflows and not give your money back after that Glenda decided to call the manager and canceled my reservation. I try to give them the benefit of the doubt after reading these other reviews about the same interactions and experiences and believe me they are true. Save yourself the aggravation and go...