Rated 5 out of 5 by PaulMF1 Amazing Experience
As a platinum Preferred guest, I can tell that the staff in this location really took care of me, special recognition to Luz Pagon on the front desk, she did great with me and my party, A+++++++ FOR her, also I would like to thank her manager Rafael Ortiz Martinez and Brian Claney, I look forward to stay here soon.
April 17, 2015
Rated 1 out of 5 by Tootie93 AWFUL
I arrived at the hotel and was greeted immediately. My arrival was late and the staff was about to change, however, the clerk ensured I was properly checked in. I went upstairs to my room and went immediately to use the restroom. Oh my gosh! The bathroom was not cleaned, there was no toiletry items, the soap the previous guest had used was still in the dirty tub! I went to the phone to call the front desk and I could not get a dial tone. I looked in the back of the phone only to see the card had fallen out. I tried to put it back in but it wouldn't stay. I went downstairs to complain and they wanted to move me to another room but there were not any rooms I requested. I was promised by the night auditor clerk, I would get VIP service from housekeeping on tomorrow. I was given a complimentary breakfast card but could not use it because my conference began at 7:00 am and your restaurant did not open until 6:30 am. In the morning I reminded the clerk about my room and she said I should be happier when I return. I returned around 1:00 pm before my last session at 3:00 pm to take a nap. I pulled back the covers on the bed to see STAINED SHEETS! I was appalled! I called downstairs and they stated they would send someone up to take care of it. The young man arrived with a bucket and a brush. I asked "what do you intend to do with that?" He looked as surprised as I was! I said the sheets are NASTY! He apologized and began to remove the linen. He put more linen and then realized the mattress pad was stained also!!! NASTY! I still tried to give them the opportunity to correct their mistakes!!!!! But that did not happen. I returned to my room the day I was checking out to get my things. By the way, the door men DO NOT HELP YOU AT ALL! I entered the room and there was a rollaway bed sitting in the middle of the door way which made it difficult to pass with my luggage. This was the last straw!!! I went to complain again and the manager made excuses for my stay being AWFUL and she gave me 2500!!! She said the next guest requested a rollaway bed so they were being proactive! REALLY! They couldn't wait for me to check out????? She acted as if she had done me a favor!! My entire stay, plus points still would not have compensated for the worst stay I ever have had!!! I would not recommend this hotel to NO ONE!
April 15, 2015
Rated 2 out of 5 by Frank1980 comfort
My stay here has been awful, they were out of both the soaps in the bathroom when first got in the room. The air conditioning did not work because the sensor on it kept cutting off because I had it set on 67 and it would cut off at 72. I got horrible sleep the past 2 nights because of getting to hot
April 14, 2015
Rated 5 out of 5 by KiwiNick Great stay as usual
This is my go to hotel when I am in Orlando. The location is great and the staff are very friendly. Pat at the front desk was amazing - so friendly and helpful - my friends with me wanted to know if american hotel staff were always this nice and friendly.
He got us awesome rooms on the upper floors with a great view and one with a fridge. Hotel rooms do sometimes have a weird layout - I have been put in the disabled room before - but they are very comfortable and always clean.
Its great to see the pool area has now been cleaned up again.
March 11, 2015
Rated 2 out of 5 by Bernardo86 not really SPG
There ws always waiting line for the reception desk. Also elevators are not sufficient. Did not feel at home / SPG hotel. Needs urgent rehab.
March 5, 2015
Rated 1 out of 5 by Media43 Unsafe and unclean
Do not stay here! Dirty walls dirty carpets and dirty people! Felt like I was going to get held up in the parking lot or in the hall. Drunken people wandering around the lobby and halls. Did not stay the night, too gross! Stay somewhere else, anywhere else.
Did not care I was an SPG a member, felt like I was given the worst room possible, unless they are all that bad.
March 1, 2015
Rated 1 out of 5 by ikabod You are a nobody here
Show your Starwood Preferred card at check in and it means nothing. If your profile says you do not stay near an elevator, they put you 15' away from one. I was given a commemorative Daytona Race pen and left it on my night stand, cleaning lady stole it while I was away for the day. The made a big deal out of writing it up, after that, there was no contact. Two days later, a one of a kind convention pen was also lifted from my night table. As well, Ice bucket was left with water in it, no bag. I reported that, also no results. They put on a good front, but could care less about your satisfaction
February 28, 2015
Rated 1 out of 5 by Pbaker Poor Housekeeping
While my room did appear to be clean at first glance, I later found condoms among the bed linens, which gave me the impression that housekeeping either did not change the linen from a previous guest, or was completely careless as they dressed the bed. The staff was pretty helpful and very apologetic as they changed the bed linen and disposed of the condoms. However, the circumstances pretty much made for an uncomfortable night, plus the fact that the bed was pretty squeaky did not help at all. I also noticed later on that there were a few stains in the bathroom that I was able to wipe away easily - again, careless housekeeping. I wanted to change hotels, but every other place that I called that night was booked. I will not be staying here again, ever, but I hope that for the sake of their future guests that my experience was an anomaly. I love Starwood and my past experiences with their hotels have led me to expect better, way better than this.
February 16, 2015