Reunion Grande Hotel by 1791 Vacation Experience, Kissimmee, USA

The rooms were clean and nice, with plenty of space for our family in the three bedrooms and three bathrooms, but the water park area units need renovation. We noticed ceiling damage and peeling window material that looked like possible water damage, and found screws and drill bits by the living room TV. At the water park, wristbands are required and outside food and drinks aren't allowed. There was plenty of seating and shade, and each wristband came with one towel. The poolside bar was great, with good bartenders and fair prices. Being allowed to bring drinks into the pool was new to us, though it didn't seem like a good idea, since cups floated in the water and cans were left along the edge. The water in the pool and lazy river felt comfortable, and it never seemed too crowded. The slide was fun, but a little rough on my back. The pool needs a lot of maintenance. The rock area is coming loose, the floor badly needs resurfacing, and the lifting surface leaves sharp spots. Some side jets have missing covers and scraped my back repeatedly. The slide attendant should be watching the kids instead of looking at their phone. The kids' splash area is nice, but also needs care: some features are broken, and the sand in the middle was green and hadn't been vacuumed or brushed. This could have been a five-star resort for us, but it needs TLC.

The room is nice, the beds that aren't broken are comfortable, and the pools look good, though we have to drive to reach them. Those are the reasons this gets two stars. We've only been here two days and it's already been a rough stay. The internet is terrible: the Wi-Fi router cuts in and out, mobile service is spotty, and we can't even check email or social media. The beds are falling apart, nobody answers the phones, and the golf cart service is useless if no one picks up. Wyndham said a meeting was mandatory because we hadn't attended one before, but it wasn't. We went anyway, hoping to talk to someone about the bed, shuttle service, and internet, and haven't gotten much help so far. We've stayed at several Wyndhams over the last ten years, and this has been the worst experience. We'll stick to the other resorts we've used.

My family had booked a suite here several months ahead for a week, but on the morning we were due to check in, we got an email saying the reservation had been canceled. My sister and her family were already on a cross-country flight to the resort, so we had to scramble to find somewhere else for the week. This came after the office manager called my father a week before arrival to confirm we were coming and ask what time we wanted to check in. They agreed on a time, and she said we'd have a great stay and that the resort wouldn't be very busy. Such lousy customer service. This isn't how you treat customers or people in general, and I wouldn't recommend staying here.

At this Wyndham timeshare property, checking in is always a problem. They push hard for you to attend an owner update, where they keep you there for up to three hours trying to sell something that isn't worth buying. We tried three different units. One had mud on floors that were supposedly sanitized, another had water on the floor from a leaking fridge, and every one had a disgusting mildew smell coming from the air ducts.