Grand Lake Resort

This is the second time we've stayed at this hotel. I love that it's set up like an apartment. There is a full kitchen, separate bedroom area, stand up shower, a large Jacuzzi tub, living room and dining area, and a back patio with a table and chairs. The outdoor amenities are great if you choose to use them. This spot is affordable as well especially if you book in advance.

Very friendly and professional, beautiful location & lots of amenities

The location was great and plenty of restaurants to choose from. The property was very clean and quiet.

Nothing

I stayed at the grand Lake vacation between October 2 and October 7. I usually stay at a couple of different resorts, if I run out of my Disney vacation points but I figured I’d try something different. This place has super high ratings (maybe their relatives gave it to them) and they had a spa Jacuzzi tub. The location is good. It’s an old property with an old room, but most things seem to work. The refrigerator was quite dirty on the exterior side. The first time I went to use the toilet paper, the whole mechanism came off the wall. The Jacuzzi tub that I was so excited to use wasn’t the cleanest. Hair kept coming out of the spigot so that was a The Jacuzzi tub that I was so excited to use wasn’t the cleanest. Hair kept coming out of the spigot so that was a fail. Aside from those things, everything else seemed to work. The air conditioning is really good. I’m not crazy about their customer service. I requested a downstairs room because I tend to buy a lot of souvenirs and things and I know that dragging them up and down the would be a hassle. The property said they never received my request. That very well may be true because I did go through a third-party. But when I asked if they could accommodate me later in the week, I was given a few excuses. 1. I don’t know. It depends on housekeeping. 2. You’ll have to talk to the manager in the morning. 3. We have people that purchased a timeshare and we don’t have any room. She also laughed when I told her that I purchased a lot of stuff and dragging suitcases and bags up and down the stairs was not ideal for me. I guess shopping is funny. Anyway, all those excuses were in the span of a few seconds, so I could tell that basically my request was denied. I did, however, receive a text asking if everything was OK and if I was satisfied with my room. I thought that was kind of a dumb question considering my request for a downstairs unit, ,but I did respond with my request again about a Room change and they said they

said they didn’t have anything and I said OK, thank you for keeping me in mind.” If you have a disability, make sure to double check & call them if you need a downstairs room. Luckily I don’t have a disability, but it would be a big problem if I did. They do not have elevators. I knew that when I booked the room, which is why I asked for downstairs. The second issue came when I wanted to do laundry before leaving the property. They stated in their information paper that laundry is $.50 to purchase a laundry sheet and $.50 for a dryer sheet. I just needed one of each so I went to the Lobby and requested it. She gave me the items and I gave her five dollars. Then she told me she did not have any change. So I asked her if I could just pay with a credit card and she said no they don’t take credit cards for the laundry stuff. So basically I did not get to wash my clothes and there was no offer to give me the items or to deduct a dollar from the hundred dollar deposit they took from me, initially for the room. I thought that was a complete miss in customer service and a big reason why I won’t be coming back here. If you can’t solve the smallest problems then what happens when you have big ones? Again, I want to reiterate that the location is really nice. It’s very close to most of the parks and extremely close to Animal Kingdom. Customer service was lackluster. I wouldn’t say they were rude or mean, but the two or three people that I encountered definitely lack Creative thinking. I want to mention something that happened around 8 PM on the last night I was there. I was going to bed early because my flight was at 6 AM. I hear all this banging and pushing at the door. I got up, turned on the light and the couple banging and pushing the doors, stopped. I figured they realize they were trying to get into the wrong room.I go back to the bedroom but then it starts again. I go back and yell through the door, “you have the wrong room.