Crowne Plaza Orlando - Lake Buena Vista by IHG — Hotel in Dr. Phillips

Avoid this hotel at all costs. It was beyond DIRTY. My parents, my children, and I couldn’t even walk on the floors in our room because there was a visible film on it from not being cleaned correctly (and not the salt water kind of film, the hasn’t been washed correctly in months kind of film) We even had to shower with shoes on. All of the furniture throughout floor 3, including our room furniture had dings and scratches. Our bathroom had broken floor tiles, rust, chipped paint, the tub was peeling and it had terrible water pressure. Even the ceilings had marks on them and possibly even mold, plus the air vents were dirty and dusty. The glass doors out to the restaurant had dirty hand marks all up and down them, not just from children but from adults and not being cleaned in who knows how long. The food in their restaurant was bad and the kitchen didn’t even have any pasta. The absolute worst part of the entire experience was the POOR CUSTOMER SERVICE at the front desk. When my mother tried to bring it to the girls attention at the front desk, I walked away and hesitated telling her all of the issues at that moment and told her it was because I was so displeased but made her aware she’d be hearing it in our review. Instead of her responding with a kind, prideful and proper standard of customer service, her response was “well if she won’t tell me what’s wrong, how can I fix it.” As a customer service representative and past property manager of ten years… the correct response should have been, “We’re sorry to hear this, what can we do to make it right so that you can enjoy your stay and be more comfortable here.” Instead the front desk girl was extremely rude and tried to flip it on me, as though it was my fault the hotel was TRASH. When we requested a room change, we were told nothing else was available. That was a LIE because I got right on my phone and pretended to be a new guest and what do you know… there were 3 rooms available that fit our needs. They failed every way they could have with making the customer happy. The man at the front desk (not even sure he was a front desk attendant but he was standing talking to the front desk girl) was additionally rude when my mom requested more towels for our room. He handed them over to her like she was asking for a lot, when we were just asking for a few extra towels because there were only 3 towels in our room. If you have any type of normal standard of living, DO NOT STAY HERE. They were dirty, they lied to us and the customer service was GARBAGE, just like the hotel! We should be fully refunded for our 1 night stay and when I told them I was going to be leaving an honest and specific review, they had no sense of urgency to fix anything so if there is a quality District or Regional Manager reading this, you should reach out to my mother with an offer to refund the entire stay. Let us know if you’d like photographic evidence of the gross hairball hanging from the light just out of the elevator on the 3rd floor because I have it! Officially the...

The exterior of the building looks dated but not horrible. Upon entering you can tell the building has been renovated which was expected but nice to see none the less. It took us about 20 minutes to check in with only 2 people ahead of us which was unfortunate. The lady checking us in was nice but in the middle of checking us in she said she had to make a call, which I thought was to figure out what the status of our room was but she was actually calling a shuttle service for presumably someone else. I’m not sure why she stopped what she was doing in the middle of checking us in but it prolonged the check in time by about double what it would have been and I found it very unprofessional. As we headed to the room you can start to tell that there were many cut corners regarding the renovations that took place. The room was decent but the bathroom didn’t feel very clean and the shower curtain was just a fabric liner. The sheets on our king size bed were very small, to the point where they were falling off the corners. I believe they put queen size sheets on a king sized bed. The pillows were comfy but they’re like half the size of standard sized pillows which is odd and the same goes for the towels provided. The couch in the room was full of nasty looking stains which was unpleasant to see but at least it was easy to just not sit on the couch. We love balcony’s so that was a nice touch to the rooms but unfortunately when sitting out on the balcony you’re very likely to get water splashed on you from above as every room has an AC drain pipe that run off the rooms balcony. So all of the rooms above you are dripping water that ends up splashing on you. When we got home from dinner we noticed the TV was not working due to a cable issue, we called the front desk to ask if there was an outage or if there was any solution. The gentleman at the front desk told me he would call me back with an answer but never called back. Lastly, you can hear everything from the hallway and the room next door we were woken up at 6 am from what sounded like a loud congregation. Shortly after that we heard the room service vacuuming and cleaning. The doors are so poor at absorbing the sound that it sounds like the door was left open.

We knew this hotel wasn’t up to our standards as we walked into the room but the service made the experience even worse than it should have. Overall, I would say to be careful when booking because the pictures are...

We recently stayed at this hotel and had a disappointing experience. Upon check-in, we were assigned a room on the second floor. The hotel is undergoing renovations across multiple floors, but unfortunately, the construction areas were not properly enclosed, allowing dust and debris to spread into guest spaces. Once inside our room, my husband and I—both of whom work in a hospital and pay close attention to cleanliness—inspected the beds. To our shock, both queen beds had visible yellow urine stains on the sheets. While they were not fresh, the fact that they were still in circulation was unacceptable. No guest should have to discover something like this. Additionally, the bathroom had visible dust or powder residue, and the cleaning was inconsistent—only the center of the surfaces appeared wiped, while the edges were neglected. As someone with asthma, this was a serious concern. We immediately contacted the front desk to request clean sheets, and they responded promptly, which we appreciated. However, when I went to make the bed myself, I noticed that the bed cover had a noticeable rip. At this point, it felt like one issue after another. On top of that, the hallway and our room had an unpleasant odor. I kept the front desk updated through messaging, and they were accommodating, ultimately offering to move us to a room on the sixth floor. This new room, a king bed with a balcony, was in better condition and smelled much better. However, the ongoing construction remained an issue, with room number plaques peeling throughout the hallway. While I understand that renovations are necessary, the hotel should consider temporarily closing certain floors to properly address these issues instead of allowing guests to stay amid unfinished work. The manager did offer a refund for one day of amenities, which was a kind gesture. However, we were only in town for a funeral and had no intention of using amenities, so this concession didn’t hold much value for us. While the staff was responsive and did their best to improve our stay, the overall experience was disappointing—I’d rate it a 3/10. Given the cleanliness issues, construction disruptions, and lack of attention to detail, I cannot recommend this hotel. If you’re choosing between this property and another, I strongly suggest considering other...