Castle Hotel, Autograph Collection by Marriott in Orlando, FL

He was very sweet , good communication, made us feel very welcome here. The drinks were very good, and presented beautifully.

There were four of us, and they charged each of us for parking one car. At breakfast we just signed the bill, but the staff added a tip to every check. At checkout, even though we asked if we had anything left to pay, they said no. They also required a $100 deposit per person per day. Days later, they charged the amounts they apparently intended to steal. Luckily we were still in the city, so we went back, and then they admitted they had “made a mistake” and refunded the money they had wrongly taken. Be careful!

Please AVOID this hotel at all costs. Although the hotel is very beautiful and literally looks like a palace, the staff behaviour and customer service is absolutely terrible. First off, being a titanium member gets you absolutely nothing here. They charge you 18% service charge for a very very low grade breakfast. On all other Mariotts you get free breakfast as a titanium member but here you get a measly $10 off a $30 breakfast. We were checked into a room with a smell toilet, the staff was rude throughout our stay. On top of that we were overcharged for the food and were given no apology when we corrected them!

This has been our go to hotel in Orlando even though our convention is in another hotel. The hotel was clean as usual but going through some minor renovations. The rooms were spotless and beds always comfortable. The staff has changed quite a bit since last year some good and some not. There was a man at front desk who wasn't very friendly and his co workers didn't appear very comfortable when he was there with them. David and Holden at bar are still there and still awesome but man at pool bar was new and not as good. It was great on last day to see Joe is still here as he's been great over the years and always remembers us. Hopefully the staff returns to past excellence.

I have been a loyal Bonvoy customer for decades through both work and personal travel and have nearly always had really nice experiences. Employees have made a point of thanking me for my loyalty and recognizing my Lifetime Gold Membership. I booked 2 rooms with points for one night. Our guests were arriving an hour before us. I called the hotel to ensure their names were added to one of the reservations to help facilitate a smooth check in. It was brought to my attention that I had made an error in the reservation dates by one night. I spoke to Maria at the front desk who was very pleasant but she did inform me that she was unable to help alter the dates and forwarded me to a Marriott Bonvoy switchboard to assist me. Unfortunately, the switchboard stated that there were no rooms for points available and that I could reserve rooms with a $238 charge each. I was simultaneously looking online and saw on their own website rooms were available for $112. Frustration with the entire process was setting in when the associate told me it would be more convenient if I just booked the rooms on my own since it was a better rate and he was unable to honor it. This was an hour into the entire ordeal. I called the hotel back after booking online with my credit card and spoke to Maria again to have our guests added to the reservation. She was again pleasant and did so. Shortly after, my guests called me from the lobby. The hotel associate who was checking them in was charging them the full rate as well as the incidentals charge on their own credit card. I asked to speak with him and this is where it went drastically south. I explained to him that I booked both rooms under my credit card, that they were my guests and I asked to please use my card on file. Could he take their card for incidentals and use mine for the room charge. I cannot begin to describe the level of passive aggressive verbiage and nature of delivery this man chose to use with me. I asked him to identify himself and he refused to give me his name. I asked him to speak with me in the same respectful nature I was affording him. His response instead was "If you don't like the way I am communicating with you, I can cancel this reservation and you can find someplace else in town to stay." I told him absolutely not to cancel and he did so anyway. All of this in front of my guests and left me scrambling to find another property. I was able to reach Bonvoy corporate shortly after to submit and escalate a formal complaint. The associate I spoke with was mortified that he canceled reservations without consent, as well as the nature in which he communicated with me. I should have looked at recent reviews prior to booking this property. Bonvoy needs to get in there and 'clean house'.