The Ritz-Carlton Orlando, Grande Lakes

This is our fourth stay at the Ritz Orlando and while it was good, it wasn't over the top "amazing" 5 star service as we remembered from previous stays. We are hopeful that it was a fluke and are grateful for the professional manor in which the feedback that we provided during our stay was received and resolved. CONS: * Bellman stated he would send up a fridge; follow up 30M later and no request was put in, followed up almost an hour later and fridge sent up after half of the food was already defrosted * Fridge was plugged into a faulty outlet and was still warm in the morning; remainder of food went bad (was provided a $100 resort credit) * Upon arrival our room missing slippers for the robes and dry cleaning bags * Spcial size robe that was requested via guest services prior to arrival was assured to be waiting but was not present; when followed up it still wasn’t delivered until housekeeping supervisor checked in and had to request it a third time * Balcony had a spider issue that only appeared at night (provided a deep clean and offered pest services) * Phone receiver in living room wasn't working and after no initial resolve, the second mention it was swapped with the working bedroom phone (resolved after making them aware) * First day at the pool was never greeted by a server or a pool attendant * Olivia from guest relations followed up via phone call and shared she was off for a few upcoming days but would provide a contact for us should we run into any further issues but never provided said contact * Younger daughters slipper and stuffed animal was MIA; assuming left in the bed and tossed somewhere with the dirty sheets (Kayla offered to send replacement) PROS: * Gabby at the front desk made contact prior to our stay based on our previous stays having delt with Savina and provided a room upgrade * With all above details called out; got back from theme park to array of snacks and an apology letter * Recevied countless calls after above details were shared asking what they could do to make our vacation more memorable (special shout out to Kayla who went above and beyond) * Gabby surprised us with a cabana on our last pool day (Nick the server was attentive and went above and beyond; even giving our girls ice pops from the upstairs shop) * Greeted with a birthday message and cupcakes for my daughters special occassions * A visit to the lobby with our children to check on the Ritz Kids fish tank left us with chocolates, stuffed animals, and a glass of champaign by a very nice gentlement at the front desk (wish I got his name) * Room service arrives within 25M of ordering every time! * A call for a missing ie bucket bag delivered fresh ice, not just the bag to our room Overall, appreciative of the area manager and Gabby being so quick to respond to our concerns and hopeful for a 5 star experience on our next go round.

I am writing to formally express my extreme disappointment and frustration regarding my recent stay at your property. I arrived at the hotel promptly at 1:30 PM, expecting the high level of service and professionalism that the Ritz-Carlton brand promises. Instead, I experienced a ridiculous and completely unacceptable delay. Despite your stated check-in time of 4:00 PM, I was not checked in until 4:45 PM. Even more astonishing, after this exhausting wait, I was informed that my reserved room was not available and that the only option was a downgraded room — with a worse room type and view — without any adjustment to the price I had originally agreed upon. This situation demonstrates a clear lack of respect for your guests' time, comfort, and expectations. After traveling, I was already tired, and being forced to wait hours, only to be given an inferior accommodation, was extremely frustrating and disappointing. This is not the level of service I expect from a property of your reputation, and it fell far below the standards the Ritz-Carlton brand claims to uphold. I would like to know what you intend to do to remediate this situation. A downgrade without compensation is unacceptable, and the overall experience has left a very negative impression.

My son and I spent three days and four nights at the Ritz-Carlton Orlando, Grande Lakes. We had a great time! Our suite was beautiful and quiet. The hotel was excellent. Our cabana by the pool was the best. The staff is warm and friendly. They have pool tables, ping pong, shuffleboard tables, foosball and close by is the Marriott water park. The fast slide there was fast! My only slightly negative comments are that the pool should be bigger and close before 10pm. Our last night was noisy. We had to go to bed early for an early flight home. We will be returning to the Ritz-Carlton Orlando, Grande Lakes.

Food for meeting lunches and dinners terrible. Luke warm, all fish very dry, chicken rubbery and dry, although beef cooked well. Shellfish cooked well or raw. Pasta sauces broken. Pools so crowded, no seats available within 25 ft of the water. Don't go in April!

When we booked this it was a choice between the FS Orlando and the Ritz. We had two rooms booked for our group and one was very kindly upgraded by the hotel upon check in. Both rooms felt fresh and clean, beds were a little on the soft side but I prefer that. Air conditioning worked ok, the showers were not very powerful and the bath is one of those low and small American baths not a bigger deeper EU/UK style bath which was a shame. All the staff we encountered were genuinely helpful and on the whole service was good. We did have club access which added a lot to the room rate, and was not worth it in my opinion. Breakfast options in particular were limited and there was no way to get anything like an omelette or Avocado unless you order from room service. A few things which differed from other Ritz Club lounges and Mandarin Oriental lounges, people used it as a corner shop and just came with bags and filled up with drinks and snacks and walked out even taking glasses and plates of food. Most lounges worldwide do not allow this, also all drinks are self service so there is not service as such. Food was average and while we would return to the hotel the Club level wasn’t worth it for us. The pool did get busy and we opted to pay for Cabanas. One additional thing that’s lacking would be the button to press for service it’s a bit frustrating to have to chase servers around to order food and drinks or get the bill. One thing to note is that the Cabanas do not have ceiling fans or easy access for charging of devices if that’s important. We did eat breakfast once in the main hotel restaurant but the food was very greasy but service was excellent. The tour of the Everglades by canoe was great., also the bike rental was fun. I’m not too sure of the ethics of the kids club having live animals but that’s a personal choice.