Hampton Inn Orlando International Drive/Convention Center — Hotel in Dr. Phillips

My experience was not exactly what i expected. As a former hotel manager, i understand situations happen, but communication is most important. I was here for a work conference. I declined housekeeping service on Sunday because i was caught up doing remote work, but was told by Ana on Monday 3/11 that i was going to get added to the list for service that day since i requested it. I then left all day Monday for work and came back at 5:30 and my room was not clean and the housekeepers were clearly done for the day. I texted the desk 6 min after and mentioned my room was missed, and i requested towels to my room and asked to make sure my room would get done the next day Tuesday, David confirmed he would get the towels to me via text. I then texted 2 hours later at 7:15 because i still had no towels. Jose was next on the text line and deeply apologized for the inconvenience. I told him i was leaving for dinner since i couldnt shower at that point and expected the towels to be there by the time i got back. He confirmed that would happen. I got back from dinner at 8:45 and STILL no towels. At this point i texted them and asked them if i could come get them or what i need to do to get them. Jose mentioned the task was completed over an hour ago, and then later mentioned they had my room number mixed with someone else, after in the beginning i mentioned by room number. I finally got them delivered at 9:15pm. During this process i asked for some sort of refund on just a market item i purchased for the inconvenience, nothing was said about it from the desk when i requested that. Day of checkout i like to strip the beds because of the simple courtesy it is for the housekeepers. I stripped the bed and there were huge stains all over it. I documented the pictures and approached the front desk. I told the girl at the front desk that as a former manager i understand these things happen or go unnoticed, but if i was a stranger to the hotels and dont stay in them and strip it to be kind and saw that, i would be that person who demanded a refund because of how disgusting it was. I approach the lady at the front desk first about the housekeeping/towel situation, the whole time she had the biggest RBF face, showed no sympathy, smiles, nothing. I told her she could even check the text chat. She said "I cant refund you since you paid 3rd party" i said "yes my work paid for it, but i paid for my incidentals, can you just do something off the market items i purchased?" She said yes and she took off $$. Kind of her, but..smile? Sympathize? I then showed her the stains, again, no emotion of any type, just "i will let my housekeeping supervisor know". No apology, no nothing, just again, huge RBF. The only people i found truly helpful and nice to me was the gentleman who checked me in, and the taller man with glasses, and then the night auditor the night before i checked out. I woke up around midnight to my neighbors having a "lovely" evening together... and it would not stop. I then stepped in the hallway and their noises were JUST as loud and as i was walking to the elevator, you could hear them from halfway down the hall. I told the front desk "I used to manage hotels and i know how it is, but this is way too much to the point i need to file a noise complaint!" She totally symathized with me, laughed with me, and walked with me upstairs to take care of the issue. She knocked, he answered a few min later, and asked if they were ok.. and then they were done after she approached them. These are important too because it could have been a more serious situation if it wasnt "love" time. The night auditor was the best! I love the location of this hotel to restaurants, i felt safe, and it was a nice mile walk to the convention center and coming in to a lobby with ice cold water! The thing that needs work is communication and the lack of sympathy and smiles from the girl...

The hotel itself is fine, rooms aren’t anything to brag about. It seemed clean enough and for the price you’re paying it’s what you expect. But their employees could use a lesson in compassion, manners and just general human kindness.

We stayed here last night, getting in at about 11pm and between that time and when we went to our truck around 9am someone had smashed our windows and gone through our car. My fiancé went in to the desk to ask advice on who to call as we are from out of town and didn’t know if it would be state troopers, sherif, etc as it obviously wasn’t an emergency and we didn’t want to call 911. My fiancé told Jenn at the front desk what had happened and asked for advice and a number to call and the first thing she said was “well we’re not responsible for the damage”. Hampton Inn I’m guessing has coached her to say that. Yes we understand you aren’t responsible, just looking for a phone number. The sheriff came and was extremely helpful, showing compassion and offering advice on what to do next . After we were done with the report I went inside to ask Jenn if they had a dumpster we could pull up to so we could dump the piles of glass in the truck. She gave me a hard time that non employees were not supposed to use the dumpster. I told her our alternative was dumping it in their parking lot as we couldn’t safely drive with the wind and rain that was happening outside with glass all over our car, she then gave me directions to their dumpster. After cleaning up as much as we could from our car and their parking lot, I went inside to ask if we could cancel our reservation for tonight as we just needed to leave to go home to get our truck fixed. Again I was met with resistance and no help until I started making phone calls to our booking agent.

We do not blame Hampton Inn AT ALL for what happened. Could they have a better lit parking lot and some cameras? Yes, but oh well. But having someone at your front desk with NO compassion is a mistake. Someone who doesn’t ask if they could do anything for you, say I’m sorry that happened to you or even try and help you through the process is not somewhere where I want to stay. Other guests were saying they were so sorry that happened, but not hotel staff?

We’re thankful for the Orange County Sherif Department for their help! Wish I could say the same for the Hampton Inn. Don’t stay here unless you want your car broken into and a staff that will...

My daughter travelled with her team and stayed in this hotel. She brought a small instant pot in the original box with her. The box was in excellent condition, almost like new. On the day before she left, she discovered that the housekeeping service has threw away the box. The hotel said she put the box on the floor and because it was empty, they assumed it is trash. To be honest, anyone who has common sense will not think the box is trash. seeing the pot right next to it, how am I going to transport the pot without it??? Unfortunately, the hotel management and I cannot come to an agreement that it was not just an empty box and not a trash. It was a personal belonging that provides protection to the instant pot when traveling. They refused to acknowledge that it is their fault and keep pinning on my daughter by saying stuff like, "if the box is so important, why didn't she find out right away?" Obviously the fault is on us because I didn't teach my daughter to check if each of her belongings are still in the room after each housekeeping!!! I didn't know I would have to do that. When I said she didn't put a note on the box that said "please remove", the manager on duty Alyssa Betrarca said "Well, did she put a note that to say "DO NOT REMOVE". Again, I honestly didn't know I would have to teach my daughter to put notes on all her belongings to tell the housekeeper that those are not trash. My bottom line, the customer service of this hotel is the worst I have seen. They made an assumption to throw away a hotel guest's personal belonging and will not take the responsibility for the wrong assumption. They kept insisting that it was just an empty box and therefore it was trash. Trash or not is not up to them to decide. It was my personal property. Called the general manager Vasek McMiller and he said there's absolutely nothing he can do to make things right. He kept talking over me and was invalidating my point and my feeling by saying it was just an empty box. We are diamond members and will consider staying at Marriott's properties from now on. My bad experience may not happen to you. Just a word of caution because if anything happens, this hotel management will not make things...