Courtyard Orlando Lake Buena Vista in the Marriott Village

I stayed May 8 to May 11, and by May 20 I was still chasing my money. They don't answer the phone, then I got hung up on and given the runaround. The toll-free line eventually reached the front desk, which said 7-10 days. I'm not interested in excuses or an AI reply. This place was horrible, and I won't stay here again when I travel to Orlando. I should've listened to the reviews instead of giving them the benefit of the doubt for convenience. This is why I use Airbnb now, hotels put you through too much garbage. Never again. The fees and deposit felt shady. I paid for three days plus a deposit, then the transaction changed to a lower amount but I never saw the money. Room service also entered without my permission. I came back midday to get changed and a woman was in my room; when I said I needed to get dressed, she didn't leave right away. That's awkward and alarming when you're staying several days and haven't given permission. The hallways smelled like funk covered up with perfume. They also gave away my friend's paid-for pool-view room while we were at Rolling Loud and he hadn't checked in yet. He was moved to a room without a pool view and told the view wasn't that great anyway. I've dealt with a lot of unpleasantness from hotels, but this was too much.

We got a free upgrade from a studio king to a two-bedroom, two-bathroom room, and the staff were really friendly. The breakfast lived up to the reviews, with healthy options as well as Mickey waffles. We were there for four nights. The free park shuttle was one of the main reasons we chose it, but our late arrivals meant it didn't work for us. Uber was around $10-$15 each way, still cheaper than renting a car and paying to park at the parks. A pipe burst while we were there and we had no water for a night and a day. We were out most of the day, so it wasn't a major issue for us. They gave us free ice cream and some Marriott points to make up for it. There isn't much nearby, so getting groceries without a car was difficult.

The front desk associate was helpful and attentive once we finally reached her, but she seemed to be the only one working. Her manager was supposedly in the back, even with a long line. She said the hotel is under new management, so perhaps things will improve, but we won't be back. We'd stayed at the hotel across the street two years ago and had a fine experience, so we chose this Courtyard as a slight upgrade, based on good stays with the brand elsewhere. Our room wasn't ready until an hour and a half after check-in. My husband tried several ways to reach the hotel without getting an answer. We eventually got a text saying it was ready, but they'd given away the king room with a pool-view balcony we'd booked because they'd oversold that type. They called the substitute an upgrade, but after discussing options, all they could offer was two queens and a balcony facing the parking lot. It was after 10 p.m. and we were exhausted, so we took it. The room was gross, with toenail clippings on the carpet, and felt dated, sad, and poorly maintained. At over $200 a night, it wasn't worth it. We made a last-minute reservation at the Drury down the street for just $45 more, and the difference was night and day. Even on a holiday weekend they had plenty of rooms and were friendly and helpful. Their kitchen and bar were open until midnight, so we could get a drink and a snack before bed. Save yourself the frustration.

I only stopped here to sleep before moving to the Marriott Orlando World Center for a conference, which I highly recommend. I lived outside Orlando from 2018 to 2022 and wouldn't recommend this hotel. The experience didn't meet the standard many hotels in Orlando pride themselves on. I'm sharing this because, as an Elite Member, I had submitted a Marriott review after my stay, and people should check the itemized bill at checkout. When I reviewed mine for work reimbursement, I found a $25 self-parking charge and $1.63 parking tax, even though front desk staff had seen me arrive by Lyft around midnight from the airport. The younger man had even asked about my flight and Lyft in small talk. The room was very musty. I later found the sink outside the bathroom was leaking and the carpet was soaking wet. The lock didn't work as it should, so I took extra measures to secure myself inside. The shower hadn't been cleaned, with hair and grime everywhere. I checked the bed for bed bugs and that part was fine. I included the hotel's response to my Marriott website review, and they addressed me as a man. They apologized for the cleanliness and room condition, said they'd address the issues, and invited me back, but the email felt like a non-response. Do better, Courtyard!