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at the The Ritz-Carlton Orlando, Grande Lakes
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Jul 19th, 2019
I will preface this with the fact that I am a platinum member and am lifetime gold, so I have a lot of experience staying at Ritz Carlton and Marriott properties and I must say that the management of this one or at least the front desk management of this one is the worst I have ever experienced. As a property I think it could be rated as good but not great. It is probably soon to be refreshed and I think that may cure any issues with signs of aging. My room was clean and check-in was smooth. I have no issues with cleanliness or food and those are usually the things I appreciate most. Where the hotel falls short is their pool experience and the customer service I received from there. I had booked a room utilizing my points and then paid an extra $300 for club upgrade which was given to me as a discount due to platinum status. With work delays I didn't even utilize the club the day of checkin although my wife and kids did get to for post dinner desert/candy. The day of checkout, remind you I got there late I asked to check bags and still use the club given the late arrival and they were fine with that. From there the experience went all wrong. We went to the pool and were takent to our chairs. We all went to swim for a bit and used the floats that are scattered in the pool. My wife and I got out and our two kids who also had floats were keeping ours for us so that we didn't lose them. They then decided to make a small fort with the 4 floats. Keep in mind that these are fabric and not giant inflatables. They were playing and all was fine until I noticed a Ritz employee speaking to them and not in a very nice tone. I got up to see what was wrong and was told they couldn't have the floats. After stating that they had 4 floats and that 2 were my wife's and mine, she said "well then, fine." She said that someone complained that they couldn't get a float and so she wanted my kids to give up one of the extra too which I replied "Well, we have been down here and got ours and I can look out and see empty floats everywhere, so maybe they should walk and get one like we did, or better yet since you are a Ritz employee, maybe you should show customer service and go get them one or point them to the empty." I then walked away. Shortly thereafter she walked by chair and made a sound loud enough to be audible that was as if she was discusted. So fine... I did report it and the pool manager asked if there was anything she could do and I said "No". It then began to storm and the pool was cleared. Normally I would have just left as if anyone else as me, getting your kids spoken to by an adult and not professional can certainly raise your blood pressure - mood for the day. Needless to say the whole day is shot pretty much but then as we waited out the storm our kids made friends with others under the shelter outside. They got along so well that they didn't want to leave. I however was not really sure I wanted to but since the day was supposed to be about the kids, I thought I would just pay for a room that night but would expect to be upgraded etc. due to the events earlier. I spoke to the front desk and stated what had happened and they were apologetic and asked what could be done. I stated that I was going to potentially book another night and not use points but I feel that given the staff had ruined the whole day that they could just let me use the club for the night so that my kids would continue to play with their friends as I hadn't planned to leave for dinner etc. I thought that was fair and reasonable request given it would have only amounted to one night and the light breakfast in the morning if we even ate it when we left. The front desk guy said that he didn't have power to do anything like that but would explain the situation to the manager and come back. He came back and said that the manager said "No." I said "ok" and "that's it?" He said "yes, unfortunately." So I said, OK I'm out. I went to bag check to get our bags but on the walk over could see them out in the open. They had been there for I don't know how long because I didn't request them with my wife's Louis Vuitton bag hanging from the end where anyone could grab it. I asked the bellman why they were doing that and he just replied "We watch them up here..." To which I replied welll who was watching them the 5 minutes I waited here and you weren't here? I should have told him how other Ritz operate and that the cart is covered or taken to the back. I was angry and said " Is that how you would want your items stored?" He had no answer but to try and BS out of it so I repeated and again the same. Just say your sorry and could have done better and move on. That is what should have happened but apparently they haven't been trained on that aspect of communication either. So moving on is what I'll be doing since a manager can't even come out to speak to platinum member with a serious complaint etc... Just not the style that other Ritz properties have and therefore not of interest to me. In short it's a good property but their customer service is not to Ritz standards. More along the lines of a regular Marriott or Hilton etc. TRIPADVISOR.COM USER
It only gets better - each time you go!
Jul 17th, 2019
This was a return trip to this fantastic property - this time with our family. Again we were treated with such kindness. A special thanks to Demi, Steven and Jenny for making our stay so very special. If you have never tried this property, do yourself a favor and try it! It's a wonderful location away from the bustle of some of the properties near Disney yet still close enough to do it all. We also tried the Waldorf at Bonnet Creek and while it is also a beautiful property, it didn't have the same feel or personal touch as the Ritz. TRIPADVISOR.COM USER
Not the 5 star hotel we were expecting everything!
Jul 14th, 2019
This was our first stay at this Ritz-Carlton and we were not as impressed. The staff was friendly and helpful but they seemed to be limited. We actually had several people in a queue for check in and only 2 staff at the desk. The rooms were 5 stars- clean and comfortable. Very disappointed with the pool area- so much so that we only spent a total of about 2 hours at the pool during a 4 day stay. We went to the pool at just about 9 am and the pool attendant had a hard time finding us 3 chairs and there were actually 4 of us (we had our 17 & 18 year olds - share one). The attendant told me that people had come out even before the staff got there and put towels on chairs - many of which were empty though I only counted 7 people in the pool. There were 4 nice chairs with the cushions together near a cabana but we were told those were reserved for use by those renting cabana- having rented cabanas at other Ritz properties I understood. But then 4 young ladies came and set there stuff down on took occupancy of those for chairs and when a pool attendant spoke with them they were allowed to continue using them until the people who had the cabana reserved showed up. We were close enough that I could hear the conversation. We also felt that the staff in the lobby lounge was less than attentive. On 3 different occasions my husband and I came down for a drink, the first was 4th of July evening and so we understood why it was crowded, but once we found 2 chairs we waited more than 45 minutes before anyone asked if we had been helped even though 2 different servers walked past us several times. The 2nd time, we just gave up and the 3rd time we sat off to the side and no one came to ask anything- though again one woman did walk by a couple of different times again I sat there for more than 30 minutes and it wasn’t busy. If you know your hotel is at full occupancy and it is a holiday weekend then you should have adequate staff. On a more positive note- our sons enjoyed the mountain bike trails and we had hoped to kayak but weather was not as agreeable. Also I enjoyed my spa time and the staff was able to get me in on the day I called. Not sure we will stay again as a person who has been a rewards member since 2000 with Ritz-Carlton I was extremely disappointed. TRIPADVISOR.COM USER
Celebrating our 59th birthdays
Jul 13th, 2019
It was a trip for 5 of us who graduated together and we were celebrating our last of our 50’s. The check in was wonderful! Darryl helped us to our room and got us our ice and made sure we were all set. Then we had dinner in the H&H restaurant and our waiter Daniel did a great job suggesting items from the menu. Emelio was very helpful at the pool but getting our glitter inter-tubes blown up for us to use at the Lazy River at the JW Marriott. We had lunch at the pool Bar and the food was excellent there also!! I would definitely recommend this location for everyone. Between both hotels there is plenty to keep everyone happy!! TRIPADVISOR.COM USER
Gold standard service. Slightly disappointed stay.
Jul 11th, 2019
We have stayed at this property multiple times. They continue to have the blue print in service. From the front desk to housekeeping to the pool service. Check in is a breeze. They definitely make you feel welcome. They take their time with questions you might need to ask. Rooms are comfortable. Pool service is fantastic. Samantha was so empathetic to us over what happened to me. Fourth of July fireworks on the property were great. If you are going to the parks, it is a comfortable 15 minute ride. The restaurant Harvest and Highball did not meet expectations. Service is ok. The breakfast buffet is way overpriced. My wife ordered eggs Benedict and it was not done correctly. They remade it for her. Staff never checked on us. Lastly, the valet dented my 6 day old car. Ivan filled out a claim for me and advised me the hotel will take care of the cost. If it were not for these two incidents, our stay would have been 5 star. Would I stay there again. The answer is yes. TRIPADVISOR.COM USER
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