849juliee
Family · November 20252/10
⭐️ 1-Star Review: Serious Failures in Communication, Guest Treatment, and Provision of Paid Amenities
Our recent stay at the Royal Caribbean Palace Orlando was profoundly disappointing and fell signif...⭐️ 1-Star Review: Serious Failures in Communication, Guest Treatment, and Provision of Paid Amenities
Our recent stay at the Royal Caribbean Palace Orlando was profoundly disappointing and fell significantly below the standards reasonably expected of a hotel of this scale. As fully paying guests, we were informed on the morning of 18 November 2025 that the main pool area would be closing at 12:00pm for a private event. This was the first and only communication provided to us.
It is important to note that pool staff confirmed they themselves had only been informed that same morning, indicating a clear internal communication failure. In contrast, reception staff attempted to claim that guests had been notified previously, a statement contradicted not only by our experience but also by multiple other guests who voiced similar complaints and confirmed they had received no prior notice whatsoever. For a property with over 1,300 rooms, the reliance on a few pre-printed notes at reception cannot reasonably be considered adequate guest notification.
As a result of the closure, we were redirected to an alternative pool near the villa area. The facility provided was wholly unacceptable: it was unmanned by staff, offered no access to drinks or basic guest services, and the pool itself was in visibly poor condition, including mould, cracked surfaces, and an active amount of wasps and hornets. These conditions raise both hygiene and safety concerns.
We had paid in full prior to arrival for the advertised amenities, including use of the main pool, and it is entirely inappropriate to restrict access without meaningful notice or suitable alternatives. Following our complaint, we were offered either a complimentary meal or a $150 rebate, the latter of which must be claimed through our travel agent after returning home—an additional inconvenience. Only after reporting the unacceptable state of the villa pool were we then offered access to a pool at a separate hotel down the road, which further demonstrates the lack of adequate on-site provisions.
Overall, this situation reflects serious deficiencies in communication, operational planning, and guest care. The disruption to our stay and the failure to provide the facilities we paid for resulted in an extremely poor end to our holiday. Based on this experience, we cannot recommend this hotel and believe prospective guests should exercise caution when considering a booking. Furthermore, the photos we took and have attached are of the very pool area we were directed to use, despite the fact that the private event at the main pool did not begin until after 4:00pm. This unnecessarily deprived guests of facilities that were paid for and remained unused for several hours.Show More
