This was our second stay at this property. We were pretty happy with our first stay which is why we returned. We can’t say the same for this stay.
Let’s start at the beginning.
Checking in - the first unit we were given was supposed to be a pool view but it was not. We were facing another building and if you stepped outside on the porch and looked sideways, then you got a view of the pool. In all fairness, the room type was not guaranteed and after some searching by the front desk, we were put in a pool view room.
Upon entering the unit we stayed in that week we were overcome by an excessive “fabreeze” like smell. It was just overpowering. We had to open the porch door for several hours to get rid of the smell. My husband and I both have allergies and were uncomfortable because of this.
The bathroom sink in the unit leaked as did the refrigerator. We just put towels under both. We did not notify the front desk about this because our idea of a relaxing vacation is not sitting in the unit watching maintenance repair the unit. These things should have been caught by either housekeeping or whoever inspects the units before renting them. The overall “look” of the unit was pretty nice though.
Our biggest complaint was that security woke us up the first 2 mornings of our one week stay "investigating" a "noise" complaint by the guests below our unit. We weren't making any noise, we were asleep. We wanted a relaxing vacation - sleeping late, etc. Instead, security came banging on our door at 9:00 am, waking us (the second morning they banged on the door and rang the doorbell incessantly for at least five minutes). We were in bed in our pajamas and not about to answer the door since we had no idea who was banging on our door. Both mornings they left no note telling us why they were banging on our door. I will admit that we took the phone off the hook the minute we entered the unit. We read about complaints that the timeshare sales staff calls at 9:00 am to try to get you to attend a presentation and we wanted no part of that or a 9:00 am call to wake us. In the staff’s defense they could not have reached us by phone and that’s the way we wanted it. Being woken up by phone is just as bad as being woken up by banging at the door.
The second morning we had to call the front office to find out what was going on (we thought maybe the first morning someone had the wrong unit but by the second morning we didn’t think it was a coincidence). We were told there were complaints of doors or drawers slamming first thing in the morning. Now, in the unit next door to us there was a family that was slamming the doors a bit, but it didn't bother us. If you are in a vacation condo, slamming doors are not uncommon. Certainly a complaint about this is not justification to disturb all your guests in the vicinity of the complaint. Also, if you must “investigate” does it have to be at 9:00 am when many of your guests could still be asleep? You should not assume that people on vacation are going to follow standard business hours.
As some compensation for being woken up two days in a row, we asked for a 12:00 pm checkout at the end of the week and management at first kept saying the best they could do was 11:00 am because of high occupancy. They also said that if a “VIP” guest had the room after us it had to be ready by 2:00 pm. They finally agreed to 12:00 pm but give me a break, the resort was deserted when we checked out - maybe 20 cars in the entire complex (it was a large complex). It took us a long time to load up the car and at 1:30 pm the place was still totally deserted. Late September is not a high occupancy time in Orlando (most of the kiddies have gone back to school). If this situation had happened at another mid range hotel chain (i.e. - Marriott, Hyatt, etc.) they would have given us a few free nights as a comp - not nit pick about an hour or two late check out.
Security staff needs to be trained on how to handle a noise complaint. Just because one guest complains doesn't mean it's legitimate. It also does not mean it's a valid reason to disturb your other guests. Security needs to use some common sense. Many people on vacation like to sleep late. Banging on guests doors at 9:00 am is not the way to handle the situation.
Both the security and management staff need better training and they need to develop some common sense. Security needs to learn how to handle complaints discretely and effectively. These things can be resolved without disturbing your other guests (leave a note about the issue – show up at a time when your guests are likely to be awake – check on the situation first before involving other guests). Management needs to learn how to create good will with guests. I know it’s not the manager that woke us up but after they learned of the situation they should have gone out of their way to diffuse the negativity. The 12:00 pm checkout should have been granted without hesitation. Instead, we were given “lines” about high occupancy rates. We were also told that if a “VIP” guest was scheduled to be in that unit then the unit had to be ready by 2:00 pm (hence justification for only an 11:00 am check out). Well, how about the disruption caused to your existing guests? I think being woken up out of a sound sleep 2 mornings in a row on vacation is a little worse then not having the room ready by 2:00 pm for a “VIP” guest. Besides, it can’t possibly take a team more than 45 minutes to get a unit cleaned (most hotel rooms it’s 20 minutes tops). If management had immediately agreed to a 12:00 pm check out then we would have felt a lot less negative about what happened to us. Instead we are now doubly pissed because not only did they wake us but now they don’t even want to make it up to us. NOT a good way to conduct business. . .
Other issues - the grounds are not well maintained. The walkways were littered with love bugs and big puddles. I know it's not the resort's fault that there are bugs and that it rained but no attempt was made to clean up the walkways - they were a mess the whole week we were there. During our first stay we noticed the same problem – it didn’t rain and there weren’t bugs but there was dirt and debris on the walkways and in elevators and it was never cleaned up during our one week stay.
Also, they need better pest control in the units. I know this is Florida (I live in Florida) but I killed a number of roaches in the unit.
We have stayed at this property before and returned because our first stay was pleasant. Based on what happened on this trip (second stay), unless we get a fantastic deal on Skyauction (which is how we booked this stay) we doubt we will return.
This stay did not meet our expectations.
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- Also Known As:
- Wyndham Cypress Palms Hotel Orlando
- Wyndham Hotel Cypress Palms
- Wyndham Hotel Orlando
- Wyndham Kissimmee
- Fairfield Orlando Cypress Palms