Orlando East Inn & Suites — Hotel in Alafaya

BEST WESTERN needs to change!

The main two things are the following: 1) Treat your customers/clients with respect and thrive on expert hospitality. 2) Maintain your hotel rooms, utilities and equipment, and shut down rooms that don't work until you get them fixed.

I have been staying at this particular hotel on and off for the last 3-4 years, and I have watched the service and amenities decline each time I visit. When I speak to management about the issues, they seem to care less and their attitudes worsen each time.

This last visit was the worst. I stayed 5 nights last week.

1. When I arrived to my room it didn't take long to notice that the remote to the tv was broken. I reported this and maintenance replaced it with another remote which not long after receiving it I realized it was broken and not fully functional as well. The television was not cooperating with programming issues, unfixable errors on the screen and the ability to change the channels. I reported it, but it obviously didn't matter, so I eventually just quit trying.

2. In the morning when I was getting ready for the day, I was greeted with roaches that were running in and out from behind the mirror while I was brushing my teeth. This was gross and not reassuring me on the cleanliness of the room.

3. There was no regular coffee in the rooms - just decaf. I went to the desk multiple times during the week and was told that they would put some in there for me. When I returned in the evenings, well this never happened. I thought I'd try on the evening shift and went back to the desk on Thursday. Another customer came up at the same time to complain of the same thing. All the worker had was 4 packets in the whole hotel so he split them between us. I was able to enjoy real coffee on the 4th evening and 5th morning there.

4. The morning breakfast is in decline too. They have eliminated the waffle maker/waffles, french toast and commodities and a few other things that I didn't really care for. It was pretty much the same each day with them alternating meat every other day with bacon and sausage patties. In essence, they are sacrificing quality and quantity to save a buck!

5. The biggest issue was Wednesday night my toilet started making noise with the water having to refill the tank. I eventually had to go to the bathroom and when I went to flush the toilet it wouldn't work. I lifted the lid to find that the tank was not filling up with water properly. I adjusted the float and noticed it was getting stuck. I thought I had fixed it because it worked in the moment and I was able to flush it successfully. I had to fill the tank a few times before with my ice bucket with water from the bath tub until it started working.

The next evening the same thing was happening and I was having to do this every time I used it. It wouldn't hold water and it only worked if I unstuck the float and I hurried to flush it afterwards. It was my last night there and it was too late to do anything about it. By the time morning came I was ready to get out of there!

I went to check out that morning and was asked "How was everything?" I explained the issues with the television, the remote, and now the more serious issues with the toilet I had to deal with the last two nights. I explained that this last night was the worst, and it was too late in the evening to do anything about it.

After explaining everything, the manager on duty could care less. She even copped an attitude with me and was being defensive about it all. She asked if everything was okay, and I answered her No and explained why - the dialogue you're supposed to have when checking out. She said next time that happens you should ask for another room. I told her I was not going to change rooms in the middle of the night on my last night there.

She could have easily resolved this by apologizing and offering a discount or a promotion of some sort. Isn't that what hotels are supposed to do best?? The whole experience was awful and I do not plan on staying at Best...

I left my home early friday morning to drive the nine plus hours to get the hotel and what a relief it was to walk into a room that was clean and made the stress and worry of the week disappear. I was met with familar faces of staff on saturday morning at breakfast when brenda was there with her biscuits and gravy. Later on bernice with her smiling face and good mood that instantly makes me happy. And can't forget chris who is always on the go but will always stop to help when needed. Which I greatly appreciated when on his time off he help with some new tech devices I recently purchased. The weekend turned out to be just what I needed and it didn't bother me at all when my boss asked me to stay a few more days.

That was until monday night when I was woken up to a loudly barking dog and a sneaky looking man who was walking in between cars and arguing with a woman who was trying to get him to take the dog else where. So the other guest wouldn't be awoken to the cops and drama that filled the parking lot. I later found out that this man was security and was disappointed. The woman was clearly trying to defuse the situation, which he should have been doing. The cops didnt bother me because I know the hotel can not be held at fault for a couple rude guests. It was the man who continued to walk around all night hiding behind things and staring at the walls talking to himself. He continued to keep me awake well into the early morning hours. It was the only time during my stay that I felt uneasy.

Other than that my weekend was just what I. Needed and everything I expected from my stay away from home. I hope in the future that this man clears up whatever mental or drug issues he has, if he continues to be employed by the hotel. I will be returning in two weeks and hope I am not disappointed when I ask the woman if she recieved an apology, as i know she is the wife of one of the best workers the hotel has.

Best Western has been my choice hotel for many years now and I look forward to many more. I would be disapp2 if one employee changed my view of the hotel. Thanks again to all the staff who make this place my home...

To the Best Western Hotel management;

My wife, my son age 21, and I stayed at your Best Western Hotel, room 253, on E. Colonial Drive in Orlando Florida, on the nights of September 12 , 13th, and 14th. The room had two double beds. Our son slept in a different bed from the one that my wife and I slept in. He also spent more time in the hotel since my wife and I spent more time out, while he was in the room doing homework.

Regrettably our son complained of a few insect bites on the 13th and 14th. However; we dismissed his complaints because these bites were small, but on the 15th, when these bites on his arms and fingers, photos attached, were more numerous, 16 in all, larger and more irritating, we concluded that these were from bedbugs. They did not look like simple little mosquito bites. After we returned to the Orlando area, a few days later, we stopped back at this Best Western Hotel, and complained to the Hotel receptionist, Tanya, on Monday the 17th. We showed Tanya the bites on my son, and she confirmed that they were bed bug bites. We wanted to make sure that the management did something about this room #253, at The Best Western Orlando East Inn and Suites. Previous to this, we have never had any experience with bedbugs.

We are people that would rather light a candle than curse the darkness, so this some good will come out of this. Our son is now here in Orlando, at college, still treating these bed bites.

Why can’t your hotel, especially being a Best Western Hotel, do something, so that this kind of thing doesn’t happen? Why can’t you have a management plan or maintenance program that regularly inspects and treats this issue? Why can’t Best Western Hotels be known as being the best hotel? One that has the best reputation in addressing bedbug issues? Unfortunately the name Best Western is now a bad memory for us. Our most recent stay was at the Hyatt when we came back to Orlando. So please take action, do something positive to turn things around.

Thank you, The...