Jw Marriott Orlando, Grande Lakes

I've been coming to this property since 2005, and I dream of returning. Andrea, Paola, and Travis at the front desk stand out for their kindness. J.P. and the Ritz Carlton pool went out of their way to help, and Chad at the bell stand has looked after my bellman needs for more than 15 years. There are so many reasons I love this place: every detail is attended to, and the staff are friendly, amazing professionals.

The only real drawback for me was the ventilation at Whisper Creek Farm. Every time I went there, my clothes came away smelling strongly of steak. I also missed the slides at the pool, since their opening hours lined up with Universal's. The pool itself is amazing, especially the lazy river. I came to Orlando for Universal Studios, and the location worked well. With hotels nearer Universal costing so much, I thought the JW Marriott offered good value for the quality of the rooms and service. The hotel is beautiful, the staff are attentive, breakfast was good, and both of the restaurants we tried were enjoyable.

Josh K, the manager, went out of his way to help when my bag went missing, doing everything he could to find it and make our stay comfortable. The staff were accommodating and helpful. The breakfast buffet was wonderful too. I'd recommend this hotel for a trip to Orlando with family and a dog.

We stayed one night at the JW Marriott Orlando, Grande Lakes before a cruise. Around 15 minutes after checkout, we realized we'd left our stroller in the room closet. My husband called the bell desk right away and was told someone would collect it and either hold it or take it to the Ritz-Carlton Orlando, Grande Lakes across the property for when we returned the following week. When we came back and called, no one could locate it. They said it wasn't in the room, at the bell desk, in lost and found, or with security. We reported it almost immediately after checkout and were assured it would be handled, but the stroller has effectively disappeared. We filed a lost item claim and left a message for the manager on duty, but never got a call back. The loss is frustrating, but the lack of follow-through and communication is what disappointed me most. We chose this upscale resort trusting that a straightforward request to retrieve something left behind would be handled professionally. The experience fell far short of what we expected from a luxury property.