Renaissance Orlando at SeaWorld

OK, so I checked out today, and two things happened. After I told the front desk person my name and room number, he still called me another name. No biggie; people make mistakes. The second one that upset me was when he told me I was doing an early checkout. Now, mind you, I have been a Marriott Rewards/Bonvoy member for 31 years and have spent over 2,700 nights in Marriott hotels. I know a little about the chain and probably stayed more nights than most employee tenures. So the guy tells me that I am checking out early. I told him that was incorrect, and he said he must charge me a one-night early checkout "fee." My reservation was for two nights; my app shows two nights, and my receipt had 2 nights, but for some reason, he had 3 nights. We went back and forth; he called a dest "manager" who told me they couldn't do anything about it. And that I would have to call Marriott Bonvoy directly. I said that was terrible service; however, I had no time to argue because my taxi was waiting to take me to the airport. In the Taxi rife, I called Marriott Bonvoy, and ultimately, they also told me it was two nights and that I was correct. So they had to submit a dispute with the hotel to ask them to remove the bogus night. Ultimately, I will not have to pay for it since it was their mistake. However, I was disappointed at the lack of service, accommodation, and even willingness to do anything; they said they could not do anything there and to call the 800 number. This is undoubtedly a first for me. I would beware of staying here....maybe it's a scam because I don't know what else to think! Read less

We had the most amazing experience during our stay. Hisham in Valet was exceptional. He is extremely professional and has great customer service skill. He definitely knows how to manage the operations well. There were lots of cars and demanding customers and he was able to ensure we all were taken care of. He helped to alleviate our stress by helping us get in and out quickly. Our dancers were on a time crunch and he made sure we got our luggage out quickly and smoothly. We will return and refer others, thank you Cristina Read less

Quality service at this once nice hotel has gone downhill and fast. My family and I have used this hotel at least 5 times over the past 2 years for a quick visit to the theme parks. The location is great and my boys love the pools when we visit during warmer seasons. On our most recent visit we booked 2 queen rooms using the Marriott Bonvoy ap. Since Marriott does not allow you to request adjoining rooms I called the front desk within 30 minutes of booking the rooms and was told that “they cannot guarantee this but they will do their best.” Well fast forward to checking in on a Sunday night after spending all day at the parks and we were told that this request would be another $100 up charge. When we were asked where this fee was stated the front desk person stated that it was on the hotel website but not on the Marriott ap. I asked when this policy went into effect and I was told 2 years ago. This is funny because I looked back at all of my other visits and this is the 1st time that I am hearing about this charge. I also brought up the fact that I called to request to have adjoining room and at no time was there any mention of a $100 fee. Listen my family and I like this hotel, hence why we’ve stayed there 5 times in the past, but if this is how they are going to try to nickel and dime you then it might be time to look at other hotels such as Hilton who allows you to book adjoining rooms from their ap. Read less

We selected this property based on the reputation of Marriott. However, we soon learned that we had made a big mistake. It should be noted that the rates at this hotel are not discounted. In fact, it is among the higher priced hotel options at approximately $300 per night for our off-season stay. We were placed in a room on the 9th floor near the elevators, and without knowing that there would be a problem with our room, unpacked and settled into our room for our 6 night stay. After paying top dollar for a so so dinner at the hotel, we settled in for the night. This is when we realized that we had been placed in the noisy elevator room. There was a constant banging sound like one might imagine you would hear in a metal Submarine when someone is pounding on it with a hammer. It was not at all suttle, and there was no way to sleep through this. I called the front desk to see if they had construction underway on the upper floor. I was told no, and they offered to send up the engineer and some ear plugs. $300 per night and free earplugs to deal with the hotels shortcomings.🤔 The front desk did offer a room change and that they would COMP our room for that night. Please remember the comp part as this will be expanded on later. Anyway, I wasn't happy about having to pack up my belongings and change rooms at 1AM, so we opted for a morning room change and some complimentary earplugs and a Tylenol PM, believing that that night's stay would be refunded. In the morning, we stopped by the front desk to receive our new room assignment. We were provided keys and headed back up to pack our belongings. When we opened the door to our new room, we realized that this was a much different room, no balcony and smaller. Back to the front desk. At the desk, the clerk was not well versed in customer service, although very skilled in saying no. When I inquired about the room difference, I was told that I shouldn't have been placed in the other room anyways because that was an upgrade, and that the room I'm in now is what I had booked 🤔. I then inquired about the compensated room to which I was promised. I was told that I was given points instead. Of course, not $300 value in points, but what would be seen as "bonus" points. I plead my case and was only met with pushback. The desk clerk did finally agree to talk to her manager and then get back to me. Throughout the remaining stay we found that the beautiful water park shown on the hotels web page was not operational for maintenance, the so called shuttles, are garbage decommissioned Lynx busses that may or may not pick you up from the parks, (we were stranded at animal kingdom and had to buy a $75 Uber ride) and that half of the hotel features were in need of maintenance. The Jacuzzis were not hot or even very warm, and everything that you purchased at this property was inflated by 200%. I truly could not wait to leave this hotel. I almost moved several times as the Hilton down the street would have been 50% less and much nicer. I wished that we had moved. Upon checking out, we encountered a gentleman in the elevator who was doing a room change for the same reason, elevator noise...🤣🤣🤣 I attempted to settle the room credit offered but continued to meet full-scale anti customer resistance from the same unfriendly clerk who seemed to have made this a personal quest and the manager. After 30 minutes, they offered to frefund me 3 nights' resort fee. The resort fee is $45, which is higher than other properties, but maybe this is needed so they can fix all the broken resort features? Read less

The Renaissance Orlando at Sea World is our favorite hotel for our family vacations. We keep returning to this hotel because it is perfect for us. The rooms are clean, spacious, and comfortable. The food is excellent. We enjoy breakfast at the Tradewinds restaurant every morning. The market in the atrium was recently renovated and there is now a huge pizza oven, soft-serve ice cream bar with toppings, and a full Starbucks so you can get hot pizza to order, ice cream, great coffee and beverages, plus all the typical market items. The bar is nice too, and the bartender is friendly and knowledgeable about the local activities. All of the staff have been very kind and helpful. Sea World is across the street, and it is an easy walk. We have stayed here at least once a year, ever since our kids were little, and now they’re almost grown. We have stayed here in the summer, fall, spring, and winter. Every season is a great time to be here. Renaissance at Sea World feels like our second home in Orlando. It is our all-time favorite hotel ever! Read less