The pictures you see online compared to what this place actually looks like is a lie !!! Apparently they have “a new software system” so check in process takes about an 1-2hrs !!! Customer service is poor quality!! I booked a one night stay !! Thank goodness it was only for one night..I left the lobby building and went to find my room.. there’s 4 resort buildings each with 4 floors. Got to my room, it had a weird smell but it looked clean. I was ready for a drink so I headed to the bar (probably THE only highlight of the establishment)) went and sat by the pool, however, it started to rain. So I headed back to my “first floor room with the pool view”. Everything was okayyy, until the rain water started to come in under my door. I couldn’t believe my eyes. I called front desk right away- the guy answered and when I told him what was going on, he was very calm and just told me to relax - he would make a call to housekeeping that was at 8:55pm ... every time after that NO ANSWER .. by now lots of water, dirt and sticks were coming under the door. Seeping all the way into the room by the bed dresser, the bed, everywhere. So now i open the door and see others standing outside, frantic and confused!!!! Finally no good security guard Peter came walking around like “oh that’s you guys being all loud?” Like um yess our rooms are flooding and no one is answering at the front desk. He leaves, acting like he is about to find someone from house keeping, but never returns. At about 10pm we finally decide to walk to the front lobby building in the rain to see if they’re working on the flooded rooms. Get to the lobby, there is still A LONG ASSSSSSSSSS LINE of people trying to check in.. Peter is hiding in the back, I spotted him once someone came out the back room. Instead of trying to help with us and get us all different rooms, they were still only worried about checking in guest - instead of serving the ones who already gave money .. they wanted to take more people’s money. The police ended up coming because “management called bc of disorderly behavior” . At 11pm we finally were given keys to a different room on the 4th floor. It smelled wayy better in the room but In the morning I couldn’t wait to check out. I didn’t get a full refund because supposedly since I had purchased the room online in advanced - when I checked in i was only charged a $12 resort fee and a $50 room hold card fee - i was only refunded my $12 .. not the $77 +tax that I was originally charged when I booked off of the Hopper app . I was very disappointed with the service and my experience as a whole from the long check in- nasty shower and bathroom as a whole, smelly room- the flood - the unorganized, not caring staff who don’t communicate- the morning housekeeping crew didn’t even know about the first floor flooded rooms that happened the night before!!!!

DO NOT STAY HERE

Can’t tell how terrible our experience was in this hotel. The driver who was referred by the hotel touched us inappropriately and asked $150 for a one-way drive from Disney world to the hotel. The hotel told us that we had to pay him and didn’t help us at all when we tried to ask for help. WARNING: To girls who travel on her own or with a few friends- avoid this driver and always use standard rides, such as Uber, Lyft, or hotel shuttles.
 
*** below is the full story
 
We met this driver when other people who lived in this hotel called the front desk for a ride and asked us if we wanted to share the ride since we all went to the Universal. The hotel offered this old man to us, and he said that it was $20 in total.
 
We exchanged our phone numbers, so we called him the next day asking for a ride back to the hotel from the Animal Kingdom of Disney World. When he arrived, he came out of the car and opened the door for us. When we got into the car, he touched our body with his hands and asked if we are cold. His conduct made my friend uncomfortable since he touched her breast, but we thought that he might not be intentional because he seemed to be very ebullient.
 
After we arrived at the hotel, we asked him how much the ride was. He told us that it was $150. We were shocked by the huge difference, but he explained that the distance was much longer than it was yesterday.  When my friend went to our room to get cash, the driver left his seat and came to the back seats where I was. He put one of his hands on my back and stroked my back while saying that I was beautiful and asked me if I had a boyfriend. I felt so uncomfortable and awkward at that moment, so I stopped talking to him and left the car. His suspicious behaviors made me believe that he lied to us about the price, so we went to the lobby asking for help after my friend came back.
 
We reached out to a security guard first and told him what happened to us, and we asked him whether this price was normal for the hotel. He brought us to the manager, who told us that this driver was not working for them. When the driver came to us, the manager took him away for a talk. We thought that the manager would protect us, however, we never see him again. We didn’t know what the driver said to them, but he came back to us alone and asked us to go with him. We were too afraid to leave the lobby where other people could see us. We went to the security guard again, but he stood at the driver’s side and told us that we must pay the driver the full amount because he knew this man.
 
I don’t know how you feel about $150 for a one-way drive from Disney to the hotel, but to us, it’s ridiculous. Uber asked no more than $50 for such distance. Besides all of the inappropriate behaviors, the driver also lied to the security guard that it was $75 for the first day to Universal and $75 for that day, and we did not pay him the full amount on the first day (the truth is that he charged $20 for all passengers). At that moment, he also told me that because we called him, it was $75 for him to drive to Disney world and $75 to drive us back. This man kept laying as well as threatening and intimidating us during our negotiation, and the hotel did not truly help us. The hotel people just didn’t want to get involved and didn’t believe us. When we called the family who shared the ride with us on the first day and wanted to call the police, the driver got so angry and told us to give him $70. Being very helpless and tired at night, we paid this man $70, and he acted like a victim. We later called the police to report this issue because we didn’t want the same thing to happen to other people. The police told us that $70 was still an incredible amount and we should not have paid him if he made us uncomfortable with his behaviors. From our painful experience, we need to let everyone know how this hotel treats its guests, and please be careful of this type of driver.
 
Suggestions:
1. Always use the standard rides. (We really thought that this driver worked for the hotel)
2. If you use a personal driver,  remember to ask about the price ahead of time.
3. Call the police at the first moment if you feel anything goes wrong.