Gaylord Palms Resort & Convention Center
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Full view
View all photos (3,449)3,449
Room & Suite (660)
Pool & Beach (246)
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What you can expect during your stay
- Hand sanitizer available to guests & staff
- Regularly sanitized high-traffic areas
Updated 25/04/22 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Gaylord Palms Resort & Convention Center
Updated 25/04/22 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
About
#49 of 166 in Kissimmee
Location
Cleanliness
Service
Value
GreenLeaders GreenPartner
Property amenities
Valet parking
Wifi
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Game room
Water park
Babysitting
Paid private parking on-site
Paid wifi
Hot tub
Pool / beach towels
Adult pool
Outdoor pool
Heated pool
Shallow end in pool
Coffee shop
Restaurant
Breakfast available
Breakfast in the room
Outdoor dining area
Wine / champagne
Vending machine
Poolside bar
Patio
Waterslide
Video game console
Children Activities (Kid / Family Friendly)
Kids club
Kids pool
Kids' outdoor play equipment
Airport transportation
Car hire
Business Center with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Body wrap
Couples massage
Facial treatments
Hand massage
Makeup services
Manicure
Massage
Pedicure
Salon
Waxing services
Baggage storage
Concierge
Convenience store
Gift shop
Newspaper
Non-smoking hotel
Outdoor furniture
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
24-hour front desk
Express check-in / check-out
Dry cleaning
Laundry service
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Room features
Air conditioning
Desk
Dining area
Interconnected rooms available
Coffee / tea maker
Cable / satellite TV
Sofa bed
Bath / shower
Private balcony
Room service
Safe
Seating area
Sofa
Telephone
VIP room facilities
Bottled water
Iron
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Refrigerator
Flatscreen TV
On-demand movies
Radio
Complimentary toiletries
Hair dryer
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Room types
City view
Pool view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
Business
Green
Languages Spoken
English, Spanish
Location
Full view
46Car recommended
Grade: 46 out of 100
993Restaurantswithin 10 km
311Attractionswithin 10 km
5712Reviews144Q+A100Room tips
Reviews
Traveler rating
- 2,397
- 1,657
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- 469
- 434
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Popular mentions
I have been staying here for years. Yes, food is way over priced but the atmosphere is great..however the last two times i stayed here i realize they are down grading or saving money, and i have stayed here at least 30 times and invited my familly at least 12 times. Food at hickory is def over priced for semi good a steak..and menus are not consistent. Then they go and charge extra for chairs at the pool. One of the reason i go here is my daughter goes to water park and i can park my ass at the pool and watch her…now they want extra for those seats. Seriously ?, i spend thousands of dollars here, am a rewards member and you want me to pay for seats by the pool….this place has gone so far down the tubes and i been staying here since 2006..Why not leave it the way it was?Then my key wouldn’t work and i had to stand in a damm line for 40 minutes just to get in my room…Not sure who is running this place now, but was def better, cozy, and more balanced a while ago…my daughter wants to stay her in June , but i am looking for alternatives since i know its just gonna be a diastatster …..maybe ill go to Miami. What a shame cause i never leave this place and spend all my money here Management ………do something to fix this disaster . And bring back the old school place…
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Date of stay: October 2021
Value
Service
Sleep Quality
Helpful
Response from Customer Care Team, Agency / Consultant at Gaylord Palms Resort & Convention Center
Responded 2 days ago
Hello! Thank you for taking the time to review our resort - we are sorry to hear that the price point of our food and beverage offerings was higher than expected and did not meet the value in which we charge. We take comments such as these seriously and your feedback will certainly be addressed with our leadership team for future improvement. Additionally, I am disappointed to hear about any confusion of how seating works at our pool area. Although we do have premium pool seats at an additional fee, we are proud to offer complimentary seats throughout the entire pool section. Overall, we do understand your frustration and hope that the next time you join us, you find an improvement in the service we are known for. Again, thank you again for the review!
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Poor communication by employees, overpriced food, forced paid/valet parking, no wheelchairs, overcrowded, raw (not rare or medium rare) prime rib on Mother’s Day buffet, overpriced drinks (we haven’t paid $20 for a mixed drink since we were on Mykonos two years ago!) no sensitivity for placement of elderly (my 91 year old Dad and his wheelchair bound wife were placed at the FAR END of the resort! Oh and our key cards failed not once but TWICE! Impossible to ask for spoons and napkins or anything else that’s not a food dish from housekeeping because: when you call, you get a recording directing to scan the QR code. Also, the BOT when you call the resort initially…irritating, time consuming and inaccurate. When calls are placed to extensions, some individuals have often allowed their voice messages to accumulate to the point where the box is full, no messages are left thus, no action is required of them in terms of dealing with problems or questions from guests. Understaffed! Marriott Bonvoy money grubbers even hire employees on the pool deck area who can’t speak a word of English and respond in Spanish etc…Undocumented? Perhaps. At Gaylord Palms, the left twenty tentacles of the forty armed octopus don’t have a clue what the right twenty tentacles are doing. But one thing is for sure: ALL of those tentacles are in your wallet/purse! Heck, you can’t even do DIY luggage when you arrive/depart because they won’t allow you to use their carts…probably because the resort is so huge, people will get lost and abandon the carts after use. You literally need a map! Oh, did I mention the daily resort fee? It does NOT include parking so, before you’ve spent a dime you’ve spent $75 each and every day if you arrive by car. The resort fee does include admission to the water park deck: a few water slides and a small lazy river. The surfing experience is extra$$$ of course. That’s Marriott Bonvoy’s business model: grabbing up new income streams in creative ways, including charging for things that used to be complimentary. This includes CHARGING for ‘premium seating’ on the first row at the water park. Cabanas? $800 per day on Mother’s Day weekend. I kid you not. Daybed? $268 with tax. Outrageous! But hey, Marriott’s got ya here. Gaylord Palms requires a vehicle to get to and depart from. So they definitely take advantage of it! Our final meal at the steakhouse ran $680 with a tip, four people. We’ve eaten at Bern’s in Tampa (stellar nationwide reputation) for much much less and the fare was top notch. Old Hickory was nice, mind you, but for those prices my NY strip had darned well BETTER be the best strip I’ve ever had. It was not. Far from it. Two ‘Old School Marriott Moments’ ( classy actions that actually affect Marriott’s bottom line but they do it anyway because they care about their guests. And yes, I know Gaylord isn’t a JW or regular Marriott but it’s owned by them) 1) we wanted a bar drink after the Mother’s Day buffet. We strolled the atrium and found the Moor Bar. Mind you, this bar is an attraction as it’s actually a large boat with individual tables on the deck. We wanted to see it. I was pushing my father’s wife in her wheelchair. Rather a circuitous, tiring route to actually find the place. We arrived at 4:45, not knowing what their hours were. No guests were there. Staff was readying for opening. We were a bit tired and wanted to rest. We asked the manager if ‘maybe we can just sit at a table until opening?’ She literally barked something like ‘NO! We’re opening in 10 minutes.We have set hours!’ The manager of SORA bar happened to be standing next to us when this happened. She was at Moor on separate business. When we departed, she apologized for her fellow employee’s rudeness, invited all of us to her bar, and even paid for our first round. Classy! 2) The other Old School Marriott Moment was at Old Hickory. While being seated after the remainder of our party had already been seated because I had to go to the front desk to get my Dad’s and his wife’s boarding passes printed BECAUSE the two PCs failed to print said boarding passes, BECAUSE neither PC would pull up .pdfs on United Airline’s site, I was asked by the hostess ‘How has your stay been so far?’ I casually responded ‘You don’t want to know! We’ve had a multiplicity of problems…’ She said ‘Oh, I’m sorry to hear that!’ Later on, a complimentary cheese/meat platter arrived at our table and the manager checked on us three times during our meal. Classy! All in all, I must say, Gaylord Palms is unique. The atrium and water park are outstanding…but YOU get to pay for all of that. The resort ambience is not in any way personal or cozy or romantic etc..It’s huge. It’s a madhouse. It’s overcrowded and it’s VERY EXPENSIVE. Finally, on the last day of our stay, my wife and I were at the water park. We decided to head for the room to prepare ourselves for dinner. For the SECOND time, our key card would not work. Ok. By this time, we knew the drill: either hike to the main lobby or call it in and wait in the hallway for thirty minutes until security arrived with a master key. Under all circumstances, staff will need to see your ID before they let you in. So be sure to take your ID with you everywhere if your room key magically stops working. Oh, and there are tech glitches with the phone-as-key system. Anyway, so we opted for the hike to the lobby in our WET swimsuits. Luckily my wife had her phone with the app in her name which the Bonvoy Elite check in manager ( which is always understaffed and sloooooow) accepted as ID. Our keys were re-programmed ( NO! We were NOT carrying them BOTH in our wallets next to other cards with magnetized strips etc…NO! to all of the lame, blame-deflecting rebuttals on ALL of the issues we had.) We then proceeded to firmly inform the Bonvoy manager of all of the above issues. My wife did most of the talking as I was wet, shivering and seething. Cooler (female) heads prevailed and after the manager had heard our collective litanies, she refunded us 35k Marriott Bonvoy points with her profuse apologies. Now…here’s the bottom line: because of the three Old School Marriott Moments, Gaylord Palms gets one extra ‘star’. Otherwise it would have begun one. Much (not all) of the management staff at Gaylord Palms definitely abides by the advice given to them by the Bonvoy Board of Directors’ hired law fir, Dewey, Skrooem and Howe, to: overcharge (commit financial rape on Mother’s Day and other extremely busy days) , deflect and rebut as trained and whenever possible, use contract employees wherever possible to reduce costs, eliminate employees wherever possible in favor of bots to answer the phone, skeleton staff on pool deck ( a fellow guest informed us they waited TWO HOURS for a drink) etc…And never ever relinquish a captured dollar to the guests unless firmly and undeniably confronted with the reality of the errors of Bonvoy’s ways. We’ve stayed at numerous Bonvoy properties and had enjoyable stays at many. We’ve noted a decline in the luxury brands in that they’ve been nickel and diming guests for several years now. New and ‘improved’ business model. We’re MVC owners as well, and have seen it happening there as well in the form of daily resort fees etc…At least, thank God, at a timeshare one isn’t held captive to restaurant prices and can shop locally and cook in the kitchen. Would we personally return to Gaylord Palms? Not a chance. Was our experience unique? Not a chance. We heard similar complaints from other guests. The place is just way too big for old school Marriott-style attention to guests. As well, a manager will make or break a property. But I don’t see that happening because it’s a unique resort adjacent to WDW and enjoys that monied tourist flow. We’re Floridians. We should have known better than to immerse ourselves in the middle of all of that! The old joke in Florida, among Floridians, is ‘Yep, we love tourists. Welcome to Florida! Now spend ALL of your money and then, when you’redone…LEAVE!’…
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Date of stay: May 2022Trip type: Traveled
Room Tip: There’s a refrigerator in the room that’s miraculously NOT stocked with overpriced items. Use it...
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Helpful
I arrived 8:30 pm from long distance for business. After a long search for my room through the maze I went to find dinner. The first restaurant “Villa….”said they can’t take me.., the second one a steakhouse offered me a bar area… where there was no empty table.., I finally went to “Wrecker’s bar” a very loud place that did not have any room for me.,,, All the while I got much attitude This place is essentially a trap. I would tolerate the difficulties if there was any attempt by the staff to either smile or empathize..,,
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Date of stay: May 2022Trip type: Traveled
Helpful
Response from Customer Care Team, Agency / Consultant at Gaylord Palms Resort & Convention Center
Responded 6 days ago
Hello Nassir A - thank you for taking the time to comment on your visit to our resort. On behalf of the entire Food and Beverage leadership team, please accept our apologies for the experience you had at our restaurants and for the service you were provided. At our resort, we pride ourselves on being a resort dedicated to flawless customer service, and we're sorry we did not provide this for you. Our leadership team uses guest feedback like yours to address areas of concern and take corrective measures in order to improve our guests’ experience. In the future, we hope to have the opportunity to welcome you back and provide you with an experience service more in-line with our resort’s traditions.
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Check in is a disaster. Rooms are old and outdated. Not worth the price tag. The staff is friendly but let’s just say I was booked for 5 nights and only spent one. The grounds are gorgeous and the restaurant Villa is the best. Hotel price tag does not match the quality. They also screwed up my room arrangements twice, too big, no real customer service. I paid 565 a night in the emerald tower and service did not match the tag at all
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Date of stay: April 2022Trip type: Traveled
Helpful
Response from Customer Care Team, Agency / Consultant at Gaylord Palms Resort & Convention Center
Responded 1 week ago
Hello bridgettw2015 - we are truly sorry to hear about your experience at our resort. Although we are glad to hear that you found our team to be friendly, we are disappointed that you only spent one night with us. We will be sure to review your comments with hotel leadership for future review and we do hope that you have the chance to visit us again.
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We’re locals (well, 45 minutes away) and head to lake buena vista a lot. We’ve always wanted to stay at the Gaylord Palms but just couldn’t justify the cost. We recently acquired enough points with Marriott to be able to book a king room for our anniversary. We requested a suite upgrade, which is part of our level, but they couldn’t do that. They did give us the 4pm check out, so that was nice. We stayed one night. I do have to say that the hotel is really beautiful and if you plan on spending all your time there, you might find it a great experience. However, you’ll spend a fortune on everything and walk forever! The restaurants are all by reservation, so don’t think you’ll just walk up for a table. And they all are triple the price that you’ll find on the outside. We did walk to the Cuban bar by the main entrance and were able to eat there, but it mainly focuses on drinks; food is secondary. The prices were more reasonable there, though. The room was nothing special and when you book an “atrium view” you just might be in the Key West wing at the very end of the hotel - which means that you might have a decent view down to the boat (restaurant) and can see the main atrium from a distance, but you’ll have a long walk to anywhere you go. It feels like being put in a corner away from everything. The pool area is at the other end of the complex, so you’ll be walking a long distance, in your bathing suits, through a crowd of fancy dressed people going to dinner or attending an event there. Being so close to Disney, I thought this hotel would be more family oriented. But it, and the people who are visiting it, give off an uncomfortable haughty air. Maybe at Christmas time, when it’s decorated and the Ice display is going, the hotel would be better to stay at. But even then, the activity is happening at the convention center, so the hotel probably still has the same atmosphere. I really don’t have the desire to stay here again. I’m glad we didn’t pay out of pocket for it. I was so underwhelmed that I didn’t even take one photo of our stay - I’m usually a shutterbug on trips.…
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Date of stay: April 2022Trip type: Traveled
Room Tip: If you book 2 or more rooms and only have one vehicle, make sure you use the same keycard each...
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Response from Customer Care Team, Agency / Consultant at Gaylord Palms Resort & Convention Center
Responded 1 week ago
It was a pleasure hosting you at our resort and thank you for commenting on your recent visit to our resort. Our team is dedicated to providing a memorable and flawless experience for each guest and we are truly sorry to hear that we not only fell short of your expectations, but ours as well. Therefore, I hope that you can accept our sincerest apologies for the experience that you had and we hope that you choose to give us another chance in the future to host you. Additionally, your comments about the room you received will be shared with our Hotel Leadership team in order to ensure continual improvements are made moving forward and to correct these opportunities. Once again, thank you for taking the time to share your feedback and we sincerely hope that you give us another opportunity to host you in the near future.
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PRICE RANGE
US$321 - US$444 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
gaylord palms hotel kissimmee, gaylord resort, gaylord palms resort orlando, gaylord palms orlando
LOCATION
United StatesFloridaCentral FloridaKissimmee
NUMBER OF ROOMS
1718
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Claim Your Listing Frequently Asked Questions about Gaylord Palms Resort & Convention Center
Which popular attractions are close to Gaylord Palms Resort & Convention Center?
Nearby attractions include Dip Travel (1.2 km).
What are some of the property amenities at Gaylord Palms Resort & Convention Center?
Some of the more popular amenities offered include a pool, an on-site restaurant, and a lounge.
Which room amenities are available at Gaylord Palms Resort & Convention Center?
Top room amenities include air conditioning, a flat screen TV, and a refrigerator.
What food & drink options are available at Gaylord Palms Resort & Convention Center?
Guests can enjoy an on-site restaurant, a lounge, and a poolside bar during their stay.
Is parking available at Gaylord Palms Resort & Convention Center?
Yes, a parking garage, paid private parking on-site, and paid public parking on-site are available to guests.
What are some restaurants close to Gaylord Palms Resort & Convention Center?
Conveniently located restaurants include IHOP, Gaylord Palms Resort Buffet, and Starbucks.
Are there opportunities to exercise at Gaylord Palms Resort & Convention Center?
Yes, guests have access to a pool and a fitness centre during their stay.
Does Gaylord Palms Resort & Convention Center have airport transportation?
Yes, Gaylord Palms Resort & Convention Center offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Gaylord Palms Resort & Convention Center?
Yes, dry cleaning and laundry service are offered to guests.
Does Gaylord Palms Resort & Convention Center offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Gaylord Palms Resort & Convention Center?
The staff speaks multiple languages, including English and Spanish.