Reviews

Review Details

• Review fromMarcela K

  Date: 07/14/2024

  1 star
  I prepaid in full. Flight was delayed and got to the hotel around 11:30pm to check in. I was told I owed money so I asked what it was for and the gentleman said resort fees. I pulled up my email confirmation with receipt showing I had paid an exorbitant amount per day for resort fees already. He was unapologetic and told me thats what I owed. I calmly called *** and let them know what was happening and the woman said that I did owe the hotel money but gave me a lower amount and said it was for taxes. The gentleman did not care and said I owed the larger amount and was not sure if it was resort fees or taxes. The *** representative called the hotel and spoke with the night manager who came out and was extremely rude. Exhausted as it was now almost midnight I handed him my credit card and stated that we would not be returning to this property and that I would be leaving a review about our experience. I want to add that I was polite, I never raised my voice or used any fowl language. The rest of my group was sitting calmly and had no idea there was even an issue. The night manager refused to take my card and stated that he has cancelled our reservation and that we need to leave. I could not believe what he was saying. I told him to please charge the card as we had this reservation for weeks and its the middle of the night, its my mothers birthday and we have nowhere to go. He refused. I called *** to let them know what was going on and they once again called the hotel, the lady came back on the line and said the manager stated he was uncomfortable. This is completely ridiculous, a grown man was uncomfortable at the idea of getting a bad review! I have called for the hotel manager multiple times and filed a complaint with *** with zero response after 3 months!

• Review fromAnthony B

  Date: 05/17/2024

  1 star
  After reading numerous reviews and complaints about the Holiday Inn Resort Orlando Suites - Waterpark, I decided to cancel my stay due to consistent issues such as black mold, cockroach infestations, unclean facilities, and poor customer service. Despite these concerns, the hotel has refused to refund my pre-paid reservation or allow me to cancel my booking, citing their strict no-refund policy.According to the Better Business Bureau (BBB), the hotel has numerous complaints involving similar issues of cleanliness, safety, and billing disputes. Many guests have reported being overcharged and struggling to receive promised refunds, with complaints about unresponsive management and hidden fees? (BBB)?? (Booking.com)?? (Priceline)?.This inflexible and unaccommodating approach reflects poorly on their customer service and raises questions about the legality of their policies. A reputable business should prioritize customer satisfaction and address valid grievances with empathy and professionalism. Instead, this hotel's rigid stance has left me deeply dissatisfied and questioning their commitment to providing a safe and enjoyable stay for their guests.I urge potential guests to reconsider staying at this property and to be aware of these significant issues before making any commitments.

• Review fromErin C

  Date: 02/18/2024

  1 star
  Overpriced and a disappointment. As I've come to expect from any IHG location, they charge top dollar for near motel conditions. There was a brown stain on the floor towel and hair on the shower wall, and the tub was clogged, so there was already 3 inches of water to stand in before I even stepped in. The view was of property trash, and even the walkways needed repainting years ago. To make it worse, breakfast cost us $63 for two adults. They boast kids eat free, but it really is just all the adults with no children or one child are paying for all tge other children. It's the same food you get in various selection at other holiday in continental breakfasts across the country. Definitely NOT worth even half what they charged. I noticed the other food court selections were also very overpriced. The waterpark is also not really much of a waterpark. There's a large heated pool, which was nice on a cool day, and the two hot tubs were decent, however, the waterpark was just some slides to one side of the pool and the hotels that were supposed to be adult only were full of young kids.

• Review fromJosh C

  Date: 12/04/2023

  1 star
  Had two great stays at this hotel BUT on the third visit there were dead pests in the room and the dead pests weren’t the problem. It was the response of the hotel. After a 3 hour drive we arrived to the unpleasantry. It was late and the kids were unruly or we would’ve turned around. So we decided to clean what we saw and continue our stay. Our next day after we returned from being out we found more. And decided we couldn’t stay the night. At 8 pm (to get home at 11 pm) we left. Could not go to lobby, called hotel to deal with it and maybe talk to manager. Manager unavailable and was going to return my call. They did not. Called the next day. Same issue. Asked for manager did not return call. Too busy. Short staffed. All the excuses. 2 days later. Same song and dance. Said refund for night was submitted but I still asked to speak for manager. No refund was seen. 2 weeks and 1 day after the stay I called again. And I spoke with Jessica. And for the first time in this saga someone showed me empathy. Someone had compassion and a willingness to resolve my unhappiness. And she listen and got me manager on duty. The manager talked to me, listened to me but until the end, never said I’m sorry, never showed empathy. “Refund was issued on 11/19 and if you didn’t get it you need to call Your bank. I’ll email you your statement so you can see.” It was obvious that I was still unhappy but I knew nothing mattered and I said ok appeasing her and said goodbye and she said a bleak “I’m sorry.” I checked my email and the refund was just my security deposit. There was nothing issued. She didn’t even look at the receipt. I called back 5 minutes later. Jessica was awesome as always and I told her that it was the deposit no refund was issued. She put me on hold. Came back 5 minutes later and said the refund was coming. The manager did not even touch base with me again. My business means nothing to anyone but Jessica. Won’t be going back.

• Review fromSonia B

  Date: 09/10/2023

  1 star
  This hotel don't disclosed all fees after you check in. I was charge $200.00 for one night and charge a parking fee of $25.00. I was double charge besides my car in the parking which I had to paidy car got a dent and they are not responsible for damages.

• Review fromYvonne H

  Date: 08/07/2023

  1 star
  This visit was absolutely terrible. As you can see above, when sending complaint to email provided, it returned undeliverable mail Your resort booked my family and I in a room with floor damage on Friday Aug 4th. I contacted the front desk to obtain a different room. I returned to the lobby and stood in line waiting to be assisted for about 30+ additional minutes at, the front desk staff person, I believe her name was Liz , was very kind and assured me that my family and I would be placed in a room the following morning as soon as another room was cleaned- stated I would receive a text to notify me when the room was ready and for the inconvenience, would credit my room $70. I returned to my room and also discovered that the toilet had not been cleaned. After not receiving a text the following morning, I went to the lobby, waited another 30 + more minutes and explained to the receptionist assistant that I had been assured to move to another room, had not received a call, and not only did I have damaged flooring, but the toilet had not been cleaned. The receptionist explained that another room was not available and we receive a text as son as a room was available. I left the hotel for the day- waited for the hotel to text- they never texted me. I reported to the desk at approx 12:00am and had to wait, yet again. Exemplary Customer service and cleanliness are a must and I am requesting a refund, for this was the WORST visit and absolutely unacceptable and unsanitary accomodations. I have more pictures to send you so you may review the condition of the room. Looking forward to speaking with you to directly discuss these serious concerns.

• Review fromAngela S

  Date: 07/29/2023

  1 star
  Where to start, we booked a 4 day stay at what appeared to be a family fun resort. The rooms were a little outdated - no big deal. However what was concerning the pullout bed was blood stained on the bottom side, not something you would normally check but we had to place cushions under the mattress because every spring was visible. The lights would come off and on at random times, management stated it was because of someone else's remote, but not only was that the issue with the ceiling fan it was also an issue with the light above the sink -either a bad bulb or electrical not sure. Not enough pillows for each bed, was told sorry they isn't have enough to give us any, they did however send a spare blanket. The pool area was super crowed (ok) but when you have people jumping in the pool on top of patrons with Lifeguards "supervising" is a huge safety concern. Smells of Marijuana are EVERYWHERE, medical or not in a family resort there should be rules/designated areas. NOT at the pool or in the hallways to your room. While they were apologetic when checking out , they offered no compensation. I don't think compensation honestly would matter it should have been upfront about the unsafe , unsanitary practices they exhibit verses selling you a safe clean place to stay on your vacation.

• Review fromMichelle J

  Date: 06/30/2023

  1 star
  This hotel charges unauthorized transactions during stay and after checkout up to $1,500 so far.

• Review fromAntoinette Z

  Date: 04/11/2023

  1 star
  For starters, the actual waterpark was overly crowded, with no where to sit and no where for kids to enjoy themselves without the stress of people bumping into them. Thankfully, my room was ready before 4pm so we were able to get to the room and get unpacked. Due to the water park being overly crowded we were forced to leave property to find other entertainment on our first day. Night one, I was awakened by horrific screams from my kids that there were bugs crawling on them. I raced to them and sure enough, there were two bugs crawling on the sheets. We have never experienced anything like this before. I just couldn't believe what I had just seen. I immediately call front desk and they said they would send someone. They sent someone with RAID to spray the room. I declined because the fact that they thought to spray a room where my kids sleep & expect us to stay there BAFFLED me. While the person was there, there were bugs literally crawling up the wall. When she left, I called & they said they would change my rooms but had to wait for a manager. We left the property because the pool area was packed to capacity. Around mid afternoon, we receive a call stating that a room was ready but we needed to come now because they couldn't hold the room. I told that rep that we were forced to leave due to reasons listed above. Upon arriving back, I stopped by the front desk to get a new room key & was told that they disconnected the old one & we would need security to let us in. Security was supposed to meet us there and didn't. Thankfully the door wasn't locked so we were able to get in, but we also was moved from floor one to floor 5 in a different building, transporting luggage & kids with no help from staff. To my "surprise" we were met with bugs again in the new room that I saw for my own two eyes. I woke my family up at 4 am to pack & left the property. Checked out at 5:15 am & was told a manager would call me. 5 days later & I haven't heard from anyone.

• Review fromed d

  Date: 10/03/2022

  1 star

  ed d

  Date: 10/03/2022

  Our room had drainage issue in the bathtub, air condition was not adjustable either cold or hot, the shower curtain hanger is not straight causing the curtain to open and let water out as we take a shower, the bathroom door blocks the bathroom sink, and the floor was dirty. . Our room is near the elevator and stairs that we use to go in and out of our room but also next to garbage disposal that have a strong order. The stairs is dirty and stinks, elevator is very slow. The whole entire resort needs to be repainted. The waterpark slides was not operational. The waterpark slides is one of the amenities that lured us to stay for 14days. There were constructions next to our room on the left and right side. We complaint to the hotel supervisor name Sherman and promise to offered us points, but when we followed up on it with IHG rewards, no points received that were promised by Sherman. IHG contacted them and had said to IHG that there were no points promised! Sherman integrity in question as a supervisor. Informed IHG to review the hotel video camera during our conversation. No replies from hotel. No calls or emails. Sherman should be fired, suspended, or at the least demoted.

  Holiday Inn Resort Orlando Suites - Waterpark

  Date: 10/10/2022

  We added the points promised - It takes up to six weeks , We will follow up to make sure the points are rewarded - Thank you