Renaissance Orlando Resort – Disney Springs® Area — Hotel in Lake Buena Vista

EDITED to add how insane is it that the response to my review was not to give me the refund I rightfully deserve or take ANY responsibility for the problems of my stay but to say that your staff will be more clear on your policies to guests? Way to take zero accountilbilty for the shortcomings of your property. Hope everyone looking to book here heads this warning!

2 stars for location & decor of the hotel itself was cute. My now husband & I used to stay at this hotel all of the time when we had Disney passes, it was known as "The B." We decided to go up to Orlando with our friends for a concert & even though we only live 2 hours away I figured we could stay here like old times. I saw it was purchased by Marriott & expected that level of customer service but BOY was I wrong. I booked us 2 KING rooms through a 3rd party website. If you know about Orlando, you know that there is a ridiculous "resort fee" tacked onto each room for each night. So I paid over $100 after tax just for resort fees for two king rooms for ONE night. We go to check in (right at 4:00pm) and are told by the woman at the front desk that she "has no king rooms." Awesome considering I paid for two of them right? Looking really great in front of my friends who I told would LOVE this hotel. It gets worse, we couldn't even get our (now double rooms) anywhere near the same floor even. Is it insane to expect to book two king rooms together & GET two king rooms together? The woman told me she would refund me our resort fees as an accommodation as well as give us drink vouchers to the restaurant located just off of the lobby. We also saw a coupon for a free appetizer in the "passport" you are given at check-in. We decided to go to the restaurant before our concert and had a great meal. We were the only people in the place & the bartender was attentive & kind. He accepted our drink vouchers but let us know at the end we couldn't use the appetizer coupons which was really annoying because we would have gone to dinner elsewhere if we knew that. The next morning we go to check out, and I'm informed my card on file will be charged $30 for self-parking. Not surprising. But then 20 minutes later I receive an e-mail receipt from the hotel that I was charged the $30 for parking and now a THIRD resort fee of $50.63. I call the hotel, crazy to expect to speak to anyone on the actual property. I spoke to a man who told me he couldn't do anything for me unless I set up a Marriott account. Like that's the first thing I want to do when I am feeling wronged by a company.. become a member. After 30+ very frustrating minutes speaking to him & explaining my situation, he told me he had made a ticket. When he repeated my story back to me he said "So I have recorded that you are upset that upon check-in you were not upgraded to king rooms." WOW - not in any way shape or form what I had gone over with him multiple times. A few days later I get an e-mail from Louis Nock, the "front office manager" letting me know the third charge was an oversite due to confusion at my check out and he will be refunding me $101.26. I appreciated that, but as I explained in the next several unanswered e-mails to Mr. Nock, I am owed $151.89 for the 3 resort fees I was charged. I have given them almost a month to do the right thing by me but obviously these people could not care less. Once they have your credit card info, good luck- they are going to charge you whatever they feel like charging you for. Lastly - & most annoying. Since an hour after I checked out, I have been receiving at least 5-10 phone calls a day from plumbers, painters, AC companies, etc. all from the Orlando area with 407 area codes. Looks like the only thing the Marriott rep did was sell my phone number to local businesses & I'm dealing with these calls everyday. Not only will I not be returning to this property, but I will no longer be doing business with any Marriott property from here on out. There are so many options in Orlando, find a smaller company that actually cares about how they are handling your...

Worst experience ever at a Marriott!! First we check in & it’s later in the evening & we are exhausted after a full day of work & several hours driving to spend a weekend away for some very much needed relaxation & Disney fun! Upon driving in to the hotel we thought “ looks nice and fancy!” . Valet is extremely expensive & only a $10 difference to self park which shouldn’t even be a thing if you are paying a pricey resort fee on top of your nightly hotel room charge ! But we look past it & push on to the lobby which is grand ! But that is where it ends . Once getting on the tiny elevator to the left of the lobby & past the Starbucks we take it to the 2nd floor . Immediately we smell mildew /moldiness yet we forge on and hope for the best . Unfortunately we were again disappointed . The hallways were filthy , water damaged ceiling and poorly done patch jobs everywhere . Dead bugs & what we assume is cockroaches & these worm like things by the ice machines . We pass room 255 & the door is cracked so we think “ hmm that’s odd” but continue on to our room #289 .It took 4 times before our keycard would work . We finally get it & notice the floors are dirty from the tile to the carpet , doesn’t look like vacuuming or sweeping or mopping of any kind has been done in any area of the room to bathroom areas . Yet we push through . We get the luggage in & notice stains on the bed , stained headboard , lacking proper towels , pillows & no soaps to be found to freshen up from our long drive . We had to call for all of it to be brought. It took them some time but it showed up . We decided to walk to Disney Springs to get a very late dinner & try to find something good in an already rough start to our stay . We enjoyed the short walk & being centrally located & that’s about it for this hotel . We come back & decide to shower and see dirty handprints on the bathroom door , there is only a cloth shower curtain barely hanging on with several broken shower hooks & no shower liner which means poor coverage & a soaked shower curtain from the shower head . At this point we just wish to go to bed &hope for the best in the morning. Make it to breakfast & it’s probably the worst quality food we have ever tasted at $35 a person ! We again chose to push on since we can’t cancel our stay without being charged anyways !! We head to Disney & come back just before 10 pm &pass room #255 with its door ajar as it was this morning & the night we checked in So we were really concerned as to why housekeeping hadn’t notified staff/management to make sure everything was ok in that room & to fix the door so no one could walk in &out & disturb the room . On we go to our room & we get in & to our surprise our balcony door was ajar !! First of all I had no idea we even had a balcony ! I thought it was a very large window since we didn’t open the curtains at all because we have no view as we are surrounded by a vacant parking lot on the backside of the building & the extremely noisy freeway which made for a very unrelaxing nights sleep . The balcony door is ajar and swinging on the track ! We immediately call front desk and let them know & she sounds annoyed & says she will have a manager check room 255 out since no one was aware it’s been open for 2 days & still is as of 1:03 am Sunday as I write this . Maintenance came & slammed the patio door even more loose but got it to latch , said “ it’s fine” &left . Our room is right next to a low roof top that is easily accessible to anyone wishing to break in. The patio door looks like it’s been broken for a while since there is old tape & several broken apparatuses on it . None of the balconies have any chairs on them on this side of the wing so they don’t expect you to use them anyways but clearly don’t care if safety is maintained either. I was told no rooms available to switch us to in our room category & since we are checking out next day it wasn’t a “biggie” to survive one more night in this room. But she is comping us the resort fees for our “ inconvenience “ 🙄! Awful service&...

OK so 3 days before my booking I was sick with the flu, so I paid $9 per day for insurance and I contacted the company to submit the claim so that I can cancel my booking. They told me to fill out the form and they’ll get back to me. as per Priceline. They sent me an email telling me to provide a Doctors note if I don’t have Covid.(As if people don’t get common colds anymore or the flu) Anyway a total waste and could not get my $9 per day back. This already left a bad taste in my mouth with how this experience was going from the start, a “Complete money grab”. Fast-forward to check-in I go to the hotel and I’m told that my room has already been paid in full but SURPRISE there is a $45 per day resort fee (this is not a resort btw) and my deposit is $250. I said ma’am I paid $178 to stay at this hotel for two nights I didn’t even spend $250 to stay here and a resort fee is absolutely insanity. I mean I don’t know if you’ve never been anywhere but it’s definitely not a resort. It has a pool, a game room and a coffee shop and a gift shop of Disney things that you can find at Walmart and Target. whatever I pay the 250 deposit. I visit the restaurant & I visit the pool bar each time that I order food for myself and my 4 year-old child, It’s $100. I spend $92 at a pool bar on a cheeseburger and french fries and guacamole and chips and then in their American kitchen I ordered a chicken sandwich and french fries and another cheeseburger and french fries kids meal for my child extremely overpriced but I will say the food is about a 9/10. The food is very good. That is about the only thing good about this hotel. The room is absolutely disgusting. There is hair all over the room. I can tell the ethnicity of the previous person that stayed in that hotel room based off of the hair around the room. There was so much hair on the floor, in the bed, on the nightstand, on the dresser stuck to the windows. I mean, there was just hair floating everywhere. Anytime you sat down the hair, just plopped into the air and floated. It was absolutely disgusting. If you took a glove and wiped around the room it was gross. The room was absolutely disgusting.the mini refrigerator was dirty and leaking water all over the floor.The shower was disgusting. There’s like mold and little rust in little places. the next day I got up I went to Walgreens & I brought wipes and disinfectant spray bc I asked the housekeeper to clean the room and she said OK. I came back and she didn’t clean the room. She didn’t change the sheets the chocolate that was stuck to the sheets the night before from my child was still on the sheets the next day when she clean my room and made the bed, she made the bed with the same sheets and the stuck chocolate was still on sheets tucked into the bed. like you wouldn’t think to change dirty sheets? I mean, I just don’t get it. My final day i got up and noticed I had alerts on my phone. at 3:53AM my $250 deposit was increased to $500. I didn’t even spend $500 on this property, it was $178 for 2 nights. I mean absolutely disgusting in the way that they take advantage of having access to people’s financial accounts.I’m in the shower 9 o’clock in the morning, someone comes to my door knocking on my door asking me what time am I checking out? I said ma’am I thought check out was at 11 o’clock. It’s 9, I’m just getting out of the shower. I have a towel on my head. She’s like oh OK that’s fine. I’m like maybe in about 30 minutes so I’m gonna check out she’s like OK that’s fine. ITS GIVING I took your money, now we want to know when you’re leaving. We are Done Using you! absolutely 0/10 experience. the food was good but I can go to a restaurant if I want to enjoy good food. I would not return to any Renaissance hotel nor would I recommend. its now 7 days later that I am writing this review. $500 is still pending in my...