I have been working for the hospitality business for a long time, and I understand that there are rules and policies. However, as managers and directors, there is always a way to resolve and assist our guests. This used to be one of the favorite hotels in Orlando due to the price-quality relationship. The company I work for has business nearby, and personally, my staff and I used to frequent it. We decided to look for another option where hospitality is truly felt, as I mentioned earlier. In my experience, from the young staff at the front desk, through Omar, and ending with Cristina, the general manager, they were unable to resolve something as simple as a reservation change. Zero customer service, they only care about money and not making the guest feel welcome. Honestly, very disappointing.

Very nice hotel. Jeff at the front was very helpful. The breakfast was great, we especially enjoyed the eggs, toast, and fruit. The beds were super comfortable as well. Bathroom was clean and the shower was very refreshing. Everything was kept stocked.

I’m writing from the side of the road in my minivan alongside my children and two special needs siblings . My family and I were just kicked out of your property by police at 2am in the morning. This was our first time in Florida. I take care of my two adult siblings who have special needs, and I have 8 children. I had 6 of my children with me at the property. They are all taken care of by me. I’m not allowed to have them in a separate room because all of them are/ or are to be treated somewhat as minors. I am so disappointed in the way that we were handled. Upon arrival (2am yesterday mornings) after driving 21 by myself we reached the check in. I spoke to Luke prior to arrival. I checked in with mark. Over the phone I mentioned my family. Upon arrival I even showed pictures of my family prior to bringing our belongings in. Mark showed my sister and kids the breakfast area and explained hours etc. No problem was mentioned about room capacity. Yesterday morning I ran into Luke he brought up the fact that he didn’t know I had “so many kids” I explained to him they were all minors and the situation with my two special needs siblings and he said if the manager who was near the pool area hadn’t said anything to me than everything was fine. I asked him was he sure everything was ok, he reassured me that it was. Me and my family left out to see my cheerleader daughter at the villas her and her team were staying in. And we returned shortly after 11pm. My sister and 3 of my daughters got permission to go to the pool for the last 30 minutes of open hours and then permission to go to the gym. After being there briefly they returned to the room. My sister then walked the girls to the gas station and (close to midnight approximately), my sister and the girls returned to the room one last time to sleep. At 2am cops came knocking at the door stating we were trespassing and that the manager stated that he received multiple reports of us being loud and other complaints he wouldn’t give details on, and that there were two many ppl in the room. I am not a combative person and I believe in fairness. If there were too many of us, It would have been fair for management to have told us this upon check-in. If the less than 60 seconds of music playing in my special needs sister phone while walking through a hallway was a major disturbance, it would have been fair to simply ask her not to play the music and inform the person who checked in that there was an issue. I never once received a complaint. I was completely unaware that we were any type of issue. I feel insulted that management refused to speak to me as if I was some sort of disease, refused to work with us knowing I have young children and live 21 hours away and refused to be honest about how things played out. I stay at marriotts because I always felt safe. This changed my whole perspective. We are sitting in a Mc Donald’s parking lot trying to figure out what to do and where to go and out of almost $1000. There is a such thing as proper protocol. This did not take place. I haven’t slept enough even begin a 21 hour trip back home. I will kiss my daughters performance tomorrow and Saturday (a star cheerleader who never got to see her siblings and mom outside of Philly and Jersey when she performs. This was our first time. My heart is broken. I’m confused. I’m out of a place to lay my children’s heads and their first trip to Florida is more of a survival story now. Please refund my money so I can at least find somewhere to stay other than our van.