The Ritz-Carlton Orlando, Grande Lakes

Good hotel, pleasant staff, a great main pool, some of the guests can be a little pompus, but overall it's fine.

I stayed here for a girlcation and have previously visited several The Ritz-Carlton locations across different states, so I have a strong sense of the level of detail and service typically associated with the brand. The grounds were absolutely beautiful, and the staff was genuinely lovely throughout our stay. Room service was also refreshingly “old school” the food was properly plated and delivered on a cart, which added to the experience and felt elevated. However, the room itself did not reflect the same attention to detail I’ve come to expect. When we arrived, there was a shirt sticker stuck to the wall. It was almost funny at first, but it did make me question how thoroughly the room had been cleaned. There were also small but noticeable issues. For example, the carpet appeared new, but there was a visible gap between the carpet and the wall. Harmless, yes, but distracting from what was otherwise a lovely stay. Overall, I would still highly recommend this property because of its beautiful setting and wonderful staff. That said, a bit more management walk-through and attention to the finer details would truly bring the experience in line with the brand’s usual standard of excellence.

We escaped for a few days to the Ritz Orlando. What an incredible time. The staff and accommodations were all next level amazing! A very deserved shoutout to Matt and his incredible staff in the Club Lounge. Thank you for everything you did for us. We enjoyed every minute of our time there. Trish and all of the other women serving us in there went above and beyond to make us feel relaxed and cared for. We desperately needed some rest and relaxation and that was easy to do here! We took the complimentary bikes out each morning which was fun. Even ventured next door to the JW for a quick ride down the water slide and lazy river. An overall epic couples getaway that has left us looking forward to returning soon.

Having stayed at almost every Ritz Carlton and St. Regis in the World, I must say the service here was the most disappointing. The JW next door had much better service and amenities. Pros - Nice location. Beautiful grounds. Rooms were comfortable and large. Nice shuttle to the parks with friendly driver. Pool temps nice. Nice to access the MUCH better facilities at the JW next door - lazy river, bigger pool. Good service by Robert at front desk who did what he could with no help by management. He should be promoted. Cons - At check-in, some guests offered champagne. Nothing offered to us (I guess maybe I wasn’t dressed nice enough?!). Guests were told resort was only 20% full. Notwithstanding, no upgrades being offered to Platinum or Titanium guests. Nothing offered to acknowledge status - no breakfast, nothing. Told to check back tomorrow as there would be availability. I did. Next day, check in representative was not only rude and snarky but brushed us off and said “resort was full.” This was not true. I asked later and was told it was only 18% full! Oh well, not a big deal. We were comfortable in our room. We were staying for our daughter’s Sweet 16. I told them at check in, called ahead and personally spoke to concierge in the morning to order something for her birthday. Mind you, I didn’t ask for anything free! Was told I would be contacted and they would make sure it would be “special!” Nothing done! I asked to pay for a cake, nothing. Got back to room at the end of the night, room was not even cleaned (!) much less anything done for the birthday! Not 5* service by any means. I went down to ask about this and asked to speak to manager. Manager never came out (she hid in back). Robert was very nice and helpful (I felt bad for him as manager just left him alone). He offered to do something then but, frankly, it was too late. The surprise was blown. Next day, they did deliver some nice chocolates, cake and a gift but, again, too little, too late. Went down to sit by the pool and swim. Had attendants standing around at pool. Asked to order a drink. Was told we would have to order through room service (which made the already overpriced $18 drink $32!). Nonetheless, drinks never came! No-one contacted us. No-one offering to assist with towels! Don’t worry - was still charged for the drinks we never got! Next day, checked folio. Was charged for the drinks we didn’t receive AND for parking (we had no car!!). Check other reviews - many have complained about this scam!! Had to again ask to speak with manager who was still “unavailable!!” Was told it would be removed. Again, room was NEVER cleaned! No water, no towels, nothing. Just no service at all! Couldn’t find anyone to assist! THEN, the kicker! Kids were down by the pool, I get in elevator to go back to the room. The elevator goes up about 5 floor and stops! Alarm going off. Hit the emergency button, NO-ONE answered the phone! No-one came, no-one cared. After many times trying to call, had to pry open the door and crawl out myself! Not one employee responded or came by. Went down to front once again. Same useless employee that lied to us telling us the capacity was full had no sympathy. Shrugged his shoulders! Left me speechless. He should be at a Holiday Inn! Upon check out, GUESS WHAT - parking STILL on account! Again, we had no car!! Ladies and Gents - CHECK YOUR FOLIO. My guess is they do this to foreign guests who do not know better. It is pure theft. If you expect any service stay elsewhere. Having stayed next door at the JW, at the JW in Bonnett Creek, and the Four Seasons in Orlando, those are 5*. This is 2-3* at best. Upon complaint, someone from hotel management did finally reach out offering us to come back for a complimentary stay. Not sure if we even want to. If we do, I will update this review with our experience. The short of it, do not expect 5* service, check your bill, clean your own room and plan to swim next door. Better yet, just stay next door at the JW! These types of issues CLEARLY come from the top down. Management should be replaced here by Marriott. Hiding in the back when there are complaints and leaving it to a young employee to handle is a true tail sign of failure. Lying, stealing, and complete lack of any service. If managers hide in the back, what do you expect of the employees? The shoulder shrug by the rude desk employee is about how I would sum up this place. In the end, I’d like to personally thank Robert. He did what he could without any help him management. This young man should BE the manager.

I decided to do the canoe Eco Tour and Ari, Richie & Yasmine were so eager to help me and went out of their way to make sure I was prepared. Andrew was my tour guide, he was excellent and very knowledgeable about the river and the wildlife! I was by myself and a little hesitant to do this trip, but I am so glad they made me feel so welcomed! I am happy that I did the Tour! I highly recommend Grande Lake Sports! Michelle Finnegan