Holiday Inn Express & Suites Orlando - International Drive by IHG — Hotel in Dr. Phillips

I am writing to express my deep disappointment with my recent stay at your hotel. As someone who frequently travels for work, I had accumulated points and free nights, which I chose to use at your property instead of our usual hotel. Unfortunately, my experience was far from satisfactory, and I feel compelled to share my concerns.

We arrived on Friday night after visiting Universal Studios. Upon checking in, the front desk agent was engaged in a long conversation with another customer, causing a line to form. While he eventually provided us with our room key, he was not particularly pleasant. Despite requesting a room on a higher floor, we were told the only available room was on a lower floor, even though I had completed online check-in in advance.

Upon entering the room, we were immediately disappointed by its lack of cleanliness. The sheets had stains, the bathroom walls had hair, and there were several stains on the counters. I went downstairs the next morning to speak with a young, tall front desk agent, who took down the details and assured me the room would be cleaned as I had three separate reservations. He also confirmed I would remain in the same room.

However, when we returned to our room that night, nothing had been done. The room had not been cleaned, the dirty towels we had placed on the floor were still there, and the trash was overflowing. I went downstairs again to speak with a manager. Unfortunately, I encountered John, the same agent from the previous night, who was extremely rude, aggressive, and dismissive. He claimed that the cleaning crew had reported a "Do Not Disturb" sign, which was false — we had removed the sign before leaving. John became confrontational when I raised the issue, which only escalated the situation.

Thankfully, another agent, Ash, was much more professional and courteous. He quickly provided us with fresh sheets, towels, and pillows, and assured me he would report the issue to the manager. The following morning, I spoke with Ramon, the new manager. He seemed unaware of the situation, and after mentioning he had only been with the hotel for five days, he assured me that he would take care of everything. However, I remained skeptical given his lack of experience and familiarity with the situation.

Later, my daughter found a bloodstain on one of the towels, which I took downstairs to Ramon. He replaced the towel but again assured me, "I will handle this." Unfortunately, it seems that the situation was not resolved, and I feel that nothing will be done to address my concerns.

While I appreciated the efforts of Ash and some of the other staff, particularly the ladies at breakfast, I am extremely disappointed in the overall quality of service, especially from John and Ramon. John’s inability to de-escalate the situation and his unprofessional attitude made this experience even worse. Ramon’s repeated assurances, without offering any concrete solutions, did little to alleviate my frustration.

This experience has led me to reconsider staying with this hotel chain in the future. I expect better customer service and more competent management, and I will be exploring other options moving forward.

Thank you for your attention to this matter. I hope you will take my feedback seriously and make the necessary...

Reviews on other travel sites||IHG|4.4/5 · 2,396 reviews||Trip.com|4.5/5 · 116 reviews||Priceline|8.4/10 · 283 reviews||Tripadvisor|4/5 · 1,268 reviews|Reviews|Search reviews||Lazaro Carlos|1/5|2 hours ago on Google|We arrived on Friday night after visiting Universal Studios. Upon checking in, the front desk agent was engaged in a long conversation with another customer, causing a line to form. While he eventually provided us with our room key, he was not particularly pleasant. Despite requesting a room on a higher floor, we were told the only available room was on a lower floor, even though I had completed online check-in in advance.|Upon entering the room, we were immediately disappointed by its lack of cleanliness. The sheets had stains, the bathroom walls had hair, and there were several stains on the counters. I went downstairs the next morning to speak with a young, tall front desk agent, who took down the details and assured me the room would be cleaned as I had three separate reservations. He also confirmed I would remain in the same room.|However, when we returned to our room that night, nothing had been done. The room had not been cleaned, the dirty towels we had placed on the floor were still there, and the trash was overflowing. I went downstairs again to speak with a manager. Unfortunately, I encountered the same agent from the previous night, who was extremely rude, aggressive, and dismissive. He claimed that the cleaning crew had reported a "Do Not Disturb" sign, which was false — we had removed the sign before leaving. John became confrontational when I raised the issue, which only escalated the situation.|Thankfully, another agent, was much more professional and courteous. He quickly provided us with fresh sheets, towels, and pillows, and assured me he would report the issue to the manager. The following morning, I spoke with The Manager he seemed unaware of the situation, and after mentioning he had only been with the hotel for five days, he assured me that he would take care of everything. However, I remained skeptical given his lack of experience and familiarity with the situation.|Later, my daughter found a bloodstain on one of the towels, which I took downstairs to the manager. He replaced the towel but again assured me, "I will handle this." Unfortunately, it seems that the situation was not resolved, and I feel that nothing will be done to address my concerns.|While I appreciated the efforts of some of the staff, particularly the ladies at breakfast, I am extremely disappointed in the overall quality of service, especially from Rude evenning supervisor or agent and unexperienced manager. The inability to de-escalate the situation and his unprofessional attitude made this experience even worse. The Managers repeated assurances, without offering any concrete solutions, did little to alleviate my...

I stayed here for two nights. The first night I arrived, after spending the day at SeaWorld, I was unable to sleep because the toilet was continuously running the entire night, which was super loud even after closing the door. I did try to shut the water off but it started to shake the wall making an even louder noise so I turned it back on. The room was also not cleaned very well because there was some medication on the floor between the sink and wall in the bathroom. There are no maintenance people at night so there was nothing that could be done till the next day. Other than that the parking is horrible. Only four handicap parking spaces up front and when the parking lot is full, which happened to be at 9 p.m. and both nights, you have to park in a lot which is a distance from the entrance. I only seen two baggage carts so I would try to grab one early as you can otherwise you will get charged for a late check out. The walls are also very thin so its very noisy. When I was there the elevators were very slow and I noticed in the elevator that the elevator inspection was expired in 2018 so that is probably why. The 3rd floor laundry facility knobs on the washer were also broken. The only thing that was good was the variety of breakfast choices. They had vegetable omelettes, cheese omelettes, fried potatoes, sausage, fresh fruit, and gluten free muffins and bagels. The shuttle is not handicap accessible and offers a leave time of 8 and 10:30 a.m. and a pick up time of 7 p.m. The hot tub was clean but the pool is not heated so its very cold at night.

I would not choose to stay at this hotel because coming back at night and not being able to get a descent night sleep or having to lug your luggage all the way in was not worth it. The assistant manager was not sympathetic at all to my first night with no sleep. She first stated that there were no reports of my calls but seen that there was a repair in my room the next day. So if you do have an issue make sure you get a signature from the front desk so you can have proof. Then she stated that they do not compensate for maintenance repairs. However, it is not my fault they do not properly take care of these issues before hand or have someone on staff to handle such issues if they were to arise. It wasn't something small, it sounded like a broken down washing machine was running in my room the entire night. Not something you want to have to deal with after spending the day at the park and just wanting to sleep. In the past when I travel, I have always chosen to stay at Holiday Inn's but I will not make this my hotel of...