Lake Buena Vista Resort Village & Spa

If I could give this place 0 stars I would. My wife and 3 little kids had reservation here for this week. Coming from out of town with no car. Upon arriving at the resort they were informed that their reservation had been cancelled. However we had a reservation number and proof that we were charged for it. The manager on staff just kept saying that their booking was cancelled and they do not look it up by reservation numbers and that we needed to call our bank to dispute the charge. The manager was also unwilling to help find them another hotel. The customer service was severely lacking. However I called this morning and a nice gentleman at the front desk was able to see that there were two reservations under our name. 1 for this week that had been cancelled and another one for July that showed our deposit on it. If the manager had taken a little time yesterday to do her job she should have been able to see that. This place is a joke. In the world we live in now a little compassion and desire to go the extra mile would have gone a long way. The manager there should probably be stocking shelves at Walmart so she does not have to show off her sub par customer service skills.

While I wanted to really give 5 stars to this hotel because of my first impressions, problems began to arise after check in. We were one of the lucky parties to get our rooms on time at check in. Others who made reservations as well were still waiting to get rooms at 7pm and the line to check in was very long. We stayed in an 8 person suite and only received 5 bath towels, 2 hand towels and 2 wash clothes. We had to ask twice for more towel sets and when they finally delivered more towels, it was only bath towels. Also, one of the toilets in the bathroom was already stopped up when we got to the room. Had to use a plunger multiple times to get the toilet to work again.nnThere were positives about our stay though. The property was very nice looking and the rooms were well cleaned. The pool area is great for kids and was enjoyed by our family. The staff was also friendly. I would recommend staying here, but just ask for extra towels ahead of time and hopefully you get your room on time!

The property is very clean, the rooms are spacious, comfortable, and the location is excellent; however, the customer service is terrible, they lack of courteous personnel, and the communication is the worst. No one answers the phone, no one! Impossible to reach either the front desk, maintenance or anyone. If you have an issue, no one will answer the phone. Also, the front desk personnel need training on how to treat guests. Having a full hotel or being too busy are not acceptable excuses, sorry, if you’re on the hospitality business, please train your staff. I had a terrible experience when I checked in. I booked a reservation with Hotels.com (from April 2 to April 4) and I needed to extend my stay (I also needed the night of April 1), but Hotels.com could not help me so I had to make the extension directly with the hotel. When I called the hotel to make the reservation, the agent made a note stating to assign the same room as it was an extension, so I’m not asked to change rooms. Well, I checked in on April 1) and the front desk staff did not honor that. I begged not to move to another room the following day, as I have medications that need refrigeration (I’m 56, with a disability) but they didn’t care, they made me move from one room to another on April 2, because they said that I had 2 reservations (but it was and extended reservation, from April 1 through April 3). They blamed Hotels.com, but it was evident they were lying, they just wanted to get rid of me. They also tried to give me a different type of room from the one I had already paid (pool view). I refused to accept it. Finally, the girl who checked me in on April 1 at 6 pm, yelled derogatory, nasty things at me when I was walking out. Terrible! I felt abused and it was apparent that they discriminated me because of my age and disability. They (the front desk staff) made me move from one room to another, I had to check in and check out twice! I had to move all my things even with my problems with my mobility, they didn’t care! In top if that, they told me that when I check out and check in again, they would help me getting the other room available as fast as possible. They didn’t! I had to wait 3 hours! They also said that the would call me when the room was ready... they didn’t! Terrible customer service!

The resort itself is phenomenal. We had a 3 bedroom resort room and it was pretty far off from everyone else. It was extremely nice, clean, had a fully stocked kitchen. The whole experience was worth it.nThe only gripe I had with the room itself is that the bed an pillows were subpar. Not as comfortable as you would expect.nnEverything you could want/need is nearby the resort so that was another huge plus, additionally they even had a 24hr arcade that was really nice to have.nnYes masks are required outside of your room, this is a good call overall. Overall service and product was admirable.

We've used this resort several times in the last few years for large family get togethers. We love the 4 bedroom suites, they have large bedrooms and a large central family room and dining area The kitchen has been well stocked previously, but this visit had a unit with very few cooking pots,pans and utensils..If we come again, we will make sure and bring our own cooking needs. This units furniture and carpeting were very dirty and stained. The linens were very clean and plush Love the pool and hot tubs, all were heated...and poolside amenities, towels, bar and snack bar were also a plus to the swimming experience. Staff was helpful...I wish the unit was cleaner...