Holiday Inn Orlando International Dr-Icon by IHG — Hotel in Dr. Phillips

My experience with this establishment was incredibly disappointing and unprofessional. My boss’s reservation was canceled without notice while she was in-flight. There was no call or voicemail providing a reason or requesting additional information. When I called to follow up, I was informed they needed updated payment information. I was assured they would hold the room and the negotiated rate as long as she called back with the details.

However, when she called as instructed, they canceled her original reservation and created a new one at a significantly higher rate, several hundred dollars more than the agreed-upon amount.

When I called to address the situation, I was met with a series of rude "managers" who repeatedly blamed us for the issue. They refused to honor the original rate or take accountability for the situation. Their solution? A dismissive offer of a 10% discount, which didn’t even come close to the original room rate.

The entire experience was unacceptable, and the lack of professionalism and accountability was appalling. I would not recommend this place to anyone looking for a reliable and customer-focused service. In response to the hotels comment below Thank you for your response. While I appreciate the adjustment to match the original reservation rate, I find it troubling that during my initial phone call, I was rudely informed that nothing could be done to resolve the issue. This experience was not only unhelpful but also unnecessarily frustrating.

The reservation was made months ago, and I called in advance to update it to avoid any complications. Despite my efforts, the reservation was mishandled, resulting in overcharges. This reflects a lack of attention to detail and raises serious concerns about the consistency of your service.

Additionally, after reading reviews from other guests, I noticed a recurring pattern of similar complaints about overcharges. Many of these reviews also point show a tendency to shift blame onto customers, which comes across as odd and overly defensive. This approach does not foster trust and ultimately detracts from the guest experience. A more professional and courteous handling of issues during initial interactions would significantly improve outcomes and reduce the need for escalations like mine.

I hope my feedback provides an opportunity for your team to reflect and make improvements to better serve...

If you take the time to read this review, I think it will really help the reader to understand the pros and cons of the hotel. Honest review.

CONS: On site reservations guy was clueless. He misinformed me about a simple question I had which took me 2 hours to resolve. Had he known the answer to my simple question, it would have taken 5 minutes. Front desk: Meh as far as customer service. They did the job efficiently and quickly but very little in the way of being friendly. Not rude in any way. They just looked burnt out. Parking is a challenge after 6 pm. Not impossible just takes patience. The location of the hotel is PERFECT but it's very noisy around the hotel. If you're looking for a peaceful get away, this may not work. They nickle and dime you for everything. Make sure you buy water and snacks. I paid $17.00 for two small water and a dry turkey and cheese (like school cafeteria food). If you booked through a 3rd party like Priceline, every question you ask is abruptly followed by "you have to call them." Average wait time is 1 hour at Priceline. 😠 Again, through a third party, be aware that the hotel immediately (before check in) hits you with a refundable security deposit. Takes up to 7 business days to go back to your card. Lastly, for security reasons, no one can come to your room unless you go outside to get them. I understand why but sucks if you have guests coming.

Ok on to the pros!

Hotel was immaculate. Recently redone..The room was spotless and very modern. They provide Dove toiletries, which was nice. Shower had good pressure and always hot. Even though the hotel stays full, it was quiet in my room. Bed and bedding... amazing. They offer soft and firm pillows as an option.. fancy! I was on the 6th floor. Hotel location... PERFECT..Walking distance to everything. Plenty of large luggage carts to take luggage up to your room and there is plenty of space up front to unload your car. Would I stay there again... yes.

That's about it. Hope it...

BEWARE before BOOKING!!! My flight got rescheduled for the next day after I had booked. I went to reschedule and asked them to waive the fee (my full stay) 3 months out and was going to reschedule. Request denied they said coldly and if u don’t come your money is gone! Heartless careless souls working here. As a single mom I been saving for this universal trip for my kids. Now I’m out the hotel money since I can’t make it. I wanted to stay here but I can’t help that my plane rescheduled for the next night. I can prove my flight change. They didn’t care about that though. I was going to stay at the same place I told them this I don’t understand. Needless to say I will never stay here now and this place is heartless it’s 3 months away not a last minute change. I can’t support a business that doesn’t care about their customers. My cousin has stayed here every year and recommended to me as it’s so close to universal and now neither one of us will return she was shocked that they treated me like this!! Go somewhere that will value your money and not try to rob you if unexpected out of your control things happen. Flight changes happen every day so definitely be aware They will NOT work with you if anything happens! All they care about is money not quality service and keeping customers. They kept saying reach out to booking.com and booking.com showed me they denied my request. The hotel is the decision makers not them. After reaching out to them explaining my situation. Request denied if you don’t show up you will forfeit your money. Ya hope you guys sleep well at night knowing you don’t care about customers. I have saved 4 years for this trip! Funny I’m also staying a few days by Disney at a Hilton hotel through booking.com and Hilton was more than happy to refund me to fix the dates. I find it comical they responded in other reviews thank you for being understanding about situations that happen yet they won’t do the...