The Ritz-Carlton Orlando, Grande Lakes

First of all I want to say thank you so much for making our stay special and fixing any concerns we had during our stay. The staff went above and beyond to fix any problems we had and I will be so grateful for that The hotel is gorgeous with so many things to do on the resort. The food we had at breakfast and lunch was amazing My reason for giving 4 stars are because 1. The main ritz pool was closed so we had to use the JW. Still lovely but would of been nice for some prior warning as the Ritz Pool just looked much more Elite and Adult friendly 2. Unfortunately with my sensitive sleeping I found the ventilation around the hotel very loud. Not sure if it’s old pipe works that cause this but it was throughout the whole hotel Again as mentioned above the staff really didn’t everything they good to rectify these minor issues and you helped create memories for life !

What an amazing stay. Brett and Ana at the front desk went out of their way to make our stay unforgettable. From the champagne at check in to the amazing room upgrade, they made our anniversary celebration one we will never forget. It's the employees that make all the difference, and these two deserve kudos!

My recent stay at the beautiful ritz in Orlando was disappointing. Check-in was delayed, and after the first night, many of us had to switch rooms due to a supposed maintenance issue—though rumors suggested it was to accommodate a basketball team. The food quality was below expectations, and my room had faulty outlets, including the most convenient one for ironing. The pool was also closed, limiting amenities. Management offered drinks and points as an apology, but the overall experience didn’t meet the high standards I expect from this brand. Given other options in Orlando, I wouldn’t risk staying here again.

Stayed here for two nights over New Year’s Eve and thought the hotel and service were lovely. We were upgraded to a view of the lake which meant we had a side view of the hotel’s fireworks at midnight on NYE as well as several displays at other hotels . The room was spacious, spotlessly clean and every staff member we encountered was welcoming and professional. We very much enjoyed our break at this hotel and would happily return .

I recently booked two rooms at The Ritz-Carlton Orlando using Marriott points that I earned through paid stays—it’s not like I got them for free. Since I also hold the Amex Platinum card, I was hoping to have my reservations matched to the Amex Fine Hotels & Resorts (FHR) benefits. After speaking with Amex customer service, they reached out to the hotel on my behalf, but someone named Ann outright refused to extend any FHR perks because, in her words, the rooms were on points and the hotel “would lose money” from them. That alone was bewildering, but it got worse when I tried calling Ann directly. She had a condescending attitude, essentially implying my points-based reservation was less valuable than a regular paid stay. She even asked if I wanted to cancel my booking, which I never mentioned, and came close to canceling it for me before I could protest. When I told her not to cancel, she basically cut me off and transferred me to her manager—who showed little interest in addressing her behavior. Honestly, I’m disappointed by this entire exchange, especially coming from a hotel brand that markets itself as luxury and prides itself on hospitality. Points are still money—I paid for those points over time. I hadn’t even stepped foot on the property yet and was already treated like a second-class guest. If this is how they handle a simple request to match FHR benefits, I’d urge anyone considering a stay here—especially using points—to think twice or at least confirm the benefits in writing beforehand. For a five-star brand, their training and customer service attitude fell far below expectations. I will definitely take further actions on this type of absurd discrimination.