Aloft Orlando International Drive

The splash pad was the main reason we booked, so it was disappointing that it was closed on the day we checked in. It opened the next day, but my little girl only got to enjoy it for a couple of minutes before checkout. On Mother's Day weekend, the front desk kindly gave me a bouquet of flowers, which was a lovely gesture. Breakfast at the adjoining hotel, the element, costs $10.99/adult and is free for kids. It was decent, though not the best. The room was comfortable and fine, and the location near sea world is convenient. Dennys, Wendy’s, Walgreens, and other restaurants are all within walking distance. Our view was of a construction site, but that didn't matter much since we weren't in the room often.

The staff downstairs were amazing, so welcoming and easy to talk to. The room was mostly clean, though I did see a few strands of hair on the floor and didn't notice anything else. We came for spring break because the advertised splash pad sounded perfect for our toddlers, but apparently it had been out of order for months.

I left a toiletry bag behind and called right after checkout. I was told staff would retrieve it, but when I came back I waited over 90 minutes while they searched, and it never turned up. Nobody offered a resolution. This was a two-night stay after I was asked to move from The Ritz-Carlton Orlando, Grande Lakes, where I'd been staying for a month, because of a scheduling issue. I agreed, expecting something comparable. After 25+ years working in Orlando and thousands of hotel rooms, this was among my worst experiences. The building is confusing, with what seem like two hotels operating inside it, so check-in wasn't clear. Getting to the property was difficult, and the setting behind fast-food businesses, beside an abandoned construction site, felt neglected. Parking is run by a third party rather than the hotel. Guests have to scan a QR code and register their vehicle for $26 per night. Even after following those steps, I got aggressive calls and a letter threatening legal action over a $78 parking fee, despite having paid more than $800 for two nights. They even called my wife, who wasn't there. It was unprofessional and unacceptable. The room felt like a two-star experience at best: few amenities, no carpeting, and only average cleanliness. My view was the abandoned site. At over $400 per night, it wasn't fair value. The layout, location, parking hassles, room quality, and failed service recovery all fell short. There are much better Orlando choices at every price, and I'd recommend staying elsewhere.

Rafael resolved our checkout issue professionally and listened carefully to our side. Rickys had also shown real compassion when we arrived. Their efforts are why I'm giving 4.5 stars instead of much less. I'm a loyal Marriott guest and member, and I've usually had good experiences at Aloft. My family and I arrived around 3:00 AM after major travel delays with two toddlers. Rickys at the desk was welcoming and understanding, and offered a one hour late checkout, which we appreciated and accepted. At noon the next day, Sara called to say checkout had passed and we'd have to pay for another night. I explained what Rickys had arranged, but she was dismissive and rude. She said Rickys couldn't “possibly” approve it, which made it sound like she thought I wasn't being truthful. I suggested she call him, but she stayed rude and dismissive. Guests shouldn't be caught between staff over an internal policy or communication mix-up, especially after accepting an offer made in good faith. The interaction didn't match Marriott's usual hospitality. We asked for a manager, and Rafael handled it in the professional way I associate with the brand. I'm sharing this constructively, and, based on my experience and similar comments in other reviews, Sara may benefit from more customer service coaching to help keep service consistent. Thanks again to Rafael and Rickys for saving the day and, honestly, our experience.