Hampton Inn & Suites Orlando at SeaWorld — Hotel in Dr. Phillips

We ended up canceling our reservation and staying at one of the other hotels right next door. Leaving a review for this hotel because it was a particularly egregious experience.

We were going to be traveling with 2 dogs over the Thanksgiving holiday. As a rule, I ALWAYS look up a hotel's dog policy and then I call the hotel directly before booking a reservation, specifically to confirm the details of their dog policy. I explain upfront that we have 2 large dogs and I give their current weights, and confirm explicitly whether we are within policy or not. If we are within policy (according to the hotel's own staff), then when I book the hotel room, I also include a note on the reservation re: the dogs just as a reminder and in case whoever checks us in is different from who I talked with on the phone.

I followed this process and booked a room with this hotel four months prior to holiday travel. Less than two weeks before our stay was to start, I checked on our reservation to make sure we were still set and noticed that the note I had put at booking re: the dogs was no longer on the reservation details. I thought that was odd, so I proactively called the hotel thinking that I would just provide a friendly reminder and see if the note could be added back on.

I was sorely naïve for thinking it was an innocent mistake. My "simple reminder call" turned into a 1.5 hours call where I was transferred at least 6 times and then hung up on by the hotel staff member that first took the call. This hotel staff member—who sketchily refused to give me her name and who also claimed to be the manager when I requested to speak to hers—blatantly lied to me several times. For example, she claimed it was a Hilton-wide policy that two dogs were not allowed in the same hotel room and that I would need to book a second room if I wanted to stay with my two dogs. I highlighted how their own hotel website stated otherwise and how I’ve previously stayed, not only with other Hilton hotels, but specifically with other Hampton Inn hotels with my two dogs. But she was obstinate.

After she hung up on me, I immediately called back and requested her supervisor (again). This time, she gave me a name and email address for who she claimed was the GM—although note that Hilton Corporate gave me a different name for the property’s GM. She said he did not have a phone number where I could contact him directly and that the only way I could get in touch was to write him an email. I wrote an email to both the contact she gave me and the contact Hilton Corporate gave me. One of them called me back and, when I explained the situation, he was just as unpleasant. While he apologized for his staff providing me with misinformation on several occasions, he insisted there was nothing he could do and that the only way to resolve my issue was for me to book and pay for a second hotel room. When I highlighted that we were less than two weeks out from a holiday and prices had increased since I booked the room, he still insisted that this was the only solution unless I wanted to cancel my reservation altogether.

At this point—hours later, exhausted and basically being extorted by this hotel’s staff, I no longer wanted to stay at this hotel anyway. Fortunately, there were hotel rooms at the truly dog-friendly hotel next door. I ended up canceling my reservation at this hotel and staying at the property next door (where we had a wonderful stay). We ended up paying a little bit more for our stay, but let me tell you, it was well worth it. In hindsight, I wish I had booked with this other hotel from the start. I was previously a fan of Hampton Inn’s because of a prior experience at a different dog-friendly Hampton Inn—and it was because of that experience that I specifically sought out to stay at a Hampton Inn for this trip. That was a mistake. Don’t bother with this one, especially if you’re traveling with two dogs. But with or without dogs, there was no reason for staff to be so rude and difficult. I’d highly recommend looking elsewhere if you need a hotel room...

So me and my family were staying at this hotel because we were considering going to sea-world but ended up going to Disney. The first night there was going great until we found a little beetle crawling around our room which we then had to kill, the beds were soft I was able to sleep like a baby. In the morning because we arrived in the nighttime the breakfast was good although there was a very long line for the waffles other than that the second night was great too we had a noise complaint which isn't fault considering that the walls were very thin and the room had a certain echo to it.The third day the breakfast could have been better the eggs tasted like water I understand some guests want to customize their eggs but a little bit of salt and pepper would have sufficed. On our last night we decided to go to the pool which a lady from the front desk starts yelling at us to get out of the pool because there was apparently going to be a thunderstorm, but we had checked the weather beforehand and we were confident that we were going to be fine. One of my friends who was just visiting from Haiti had stayed with us wasn't able to comprehend english very well, he couldn't understand so as we tried to translate for him this Lady kept yelling at him and she thought yelling "Get out of the pool" would help him understand which it did not, such rude service. So without any complaints we left the pool but after awhile we see a family in the pool and there was no thunderstorm so she had kicked us out for no apparent reason. Lastly we found LUBRICANT under our beds which the beds were closed underneath because you can't stuff anything under them considering you would leave something or more work for the workers but the lubricant was out there it wasn't hard to miss. The room was obviously not properly cleaned because there would be no reason for us children to even have lubricant in our room which our family trusted us to keep clean on our behalf but I can't say the same thing for the hotel. The bathroom doors was a big disappointment for me. It had NO LOCKS which felt as if anybody were to come in, my privacy would be invaded. Although apparently it was all resolved because the door was hard too close and open which somehow creates a security system. I am somehow an animal that needs a barn door when I use the restroom. The second morning I showered and I dropped the complementary soap which didn't clean me at all I found a hair on it. My hair was in braids so it was IMPOSSIBLE that it came from my head so the tub was not properly cleaned. The water tasted like Clorox when I brushed my teeth which isn't a very pleasant taste at all they needed that Clorox to mask their dirty little water. They had some sketchy hotel wifi and t.v service which was very hard to control I was bored watching the extra, until the hotel gods blessed us and the remote and t.v started working. I would not recommend for anybody especially for couples who leave their lubricant behind. I will not be attending EVER again I hope the workers there learn some common manners. ALSO why do you have so many managers, is this hotel falling apart that it needs so much management I think it needs more considering the managers you have already are rude. If i could give you a zero star review believe me I would in a heartbeat. No wonder this...

I live in Orlando, but far from the tourist district. I was in this area for a two-day conference at a hotel nearby. I decided to book this hotel for one night so I did not have to drive back home after a late dinner.||I was assigned room 414. My total rate with all taxes and the $10.00 self-parking fee was $117.91.||This hotel has 105 rooms and four floors. It is a four minute drive / less than a mile to SeaWorld Orlando. There is a CVS, 7-Eleven, and a Bonefish Grill within walking distance. ||The room was a standard Hampton Inn - consistent and clean.||However, there are a few frustrating things about this hotel. ||1. It allowed me to request a digital key and check-in via the app. It worked successfully. When I arrive at the hotel, the icon still said, "preparing room." This was at 9:30 PM, way after the 4:00 PM check-in time. It ultimately did not let me check-in, so I had to go to the front desk. Something I wanted to avoid after being in meetings all day and then a long late dinner. I go to the front desk and she explains that digital key system does not work. So why does it let you request it and check you in? Fix it!||2. She hands me my room key card and a parking hang tag for my car. I go out to put it in my car before I head to my room. I try to enter the hotel via the side door with my key card and it does not work! So, I walk around the hotel to the front entrance. Guess what? There are two individuals there saying the same thing! Fix the side door so the key cards work!||3. I am not exaggerating when I say this. The shower water pressure was the worst I have ever experienced (well, up there with a Hyatt House in Tallahassee). It is an adjustable shower head. No water came out of the last setting. Awful. Fix it!||4. The complimentary hot buffet breakfast goes from 6:00 AM - 9:00 AM. 9:00 AM is entirely too early to stop breakfast. It should end between 10:00 AM - 11:00 AM. The breakfast area is extremely chaotic because of this. I have never seen a hotel breakfast close so early. End breakfast later!||5. When I checked-out, the front desk agent asked how my stay was. I politely told her about my experience. I did not expect anything, but a simple sorry. All I received was a blank stare. So, you train your staff to ask that question, but you don't train them how to respond? Nice. ||This is the type of hotel where the management team / owners do not care about guests. Because if they did, they would easily make these simple and minor adjustments to their operation. ||There are almost 500 hotels in Orlando. I recommend you choose...