Nice Facility - Misleading Billing
We booked a king-size bed on the Internet through the Gaylord Palms Web site. We checked in believing that we were receiving a king-sized bed, but when we arrived at our room, we found two queen beds. When we called to complain, we were told the reservation was not “guaranteed” and that the only room with a king-sized bed was a "handicap accessible room." I understand contracts and fine print, but what's the point of reserving a room (and paying for it, and then flying to Florida) if you don't get what was promised to you. They take your money up front, but claim they have no obligation to supply what you believe you were paying for? Gaylord Palms can certainly rely on fine print, but hotels should avoid that, because relying on fine print almost always results in poor customer service.
With regard to billing, there are some pretty significant hidden fees. It was borderline humorous to review the bill. Fees included property tax assessments against the hotel property that they were passing on to customers. It was borderline absurd. It's not a time share, people. Passing on your property taxes to a tourist may seem like a good way to pay for schools, but don’t put it on the bill, just disclose it to customers when they reserve a room. Likewise, the overnight parking fee was over $12.00 per night and the "resort fee" was over $16.00 per night. Just add the stupid fees into the room fee, rather than hiding them as an after-the-fact charges on the bill.
With regard to security, one of my wife's necklaces was stolen from the bathroom counter. We could only presume it was the cleaning staff who took it. We discovered it had been stolen when we packing. My wife went to the front desk to file a report, but no one from security was available to take the complaint, so we eventually left because it wasn't an expensive necklace (fortunately) and we didn’t want to waste our time. Still, any hotel where anything disappears is cause for significant concern.
Finally, and it's a minor issue, but the toilet paper dispenser in the bathroom was loose and falling out of the wall when we arrived. It was the recessed type (where the drywall has to be cut out to install it) and it could be pushed back into the hole in the drywall, which is apparently how the cleaning staff was handling the problem.