Embassy Suites by Hilton Orlando Sunset Walk — Hotel in Four Corners

First, I need to say that the many positive things stated in some reviews are not||wrong. The location is a good one, the rooms are large and modern, and the pool||is very nice. However, all those things are a good beginning for any property, but||a promising hotel needs good management to maintain that start. Given my||experience, I am concerned that as of writing this review, it only has a 3.4 rating||on TripAdvisor. Also, I tend to trust reviews that are detailed and share common||themes with others. I try to do that here.||||1. Kitchen Essentials Missing: Given that there is a kitchen in the room, one||would expect items like a baking sheet, potholder, and kitchen towels. Being able||to actually cook in the kitchen could be dangerous without a potholder and the||ovens will become quite a mess if families reheat things like pizza in them.||||2. Subpar Housekeeping: The cleaning service was simply inadequate. They||would show up late in the day (after 4pm- which is disruptive) and skipped||essential tasks like emptying the trash and mopping the floors. The result?||Absolutely filthy floors. I've uploaded a photo of my dirty feet as proof of how bad it was.||||Also, we had to make repeated requests for a pack n play to be placed in our||room. The request was made upon checking in around 3pm, but we didn’t get it||until after 7 after following up three more times. It turned out that while the front||desk had changed our original room to another location, they still sent the pack n||play there. Perhaps not a major inconvenience but telling about organizational||communications (see #6).||||3. Poor Room Choice: We were initially placed in a room directly next to a noisy||A/C unit with no view but the machinery itself. We were informed that all king||suites in the main building were on that side and most had the blocked view.||Any guest placed in these rooms would not be able to enjoy their balconies. It’s||an extremely poor architectural design.||||4. Lack of Storage: There is a considerable lack of storage space for clothes.||There are no clothes cabinets in the bedroom and a very limited amount in the||bathroom closet. There were only three of us staying for four nights and it was||inconvenient. I can only imagine how problematic this unfortunate room design||would be for a larger family visiting the area for a longer period.||||5. Problematic Accessibility: The long, uncovered walks between buildings, and||to the pool, are a nightmare, especially given Orlando's harsh weather||conditions. The limited shuttle service (a golf cart) does little to alleviate this||issue. Those with mobility challenges should steer clear of this hotel.||||6. Lack of Managerial Response: The staff was largely friendly and tried their best||as I reported the myriad of issues listed above. They seemed to have heard||about them in the past. When I dug deeper into earlier reviews, I was disturbed||that some customers mentioned them in the past.||||Early on Day 2, I had asked the staff to have the General Manager contact me to||address my concerns but received no response. The Housekeeping Manager||contacted me on Day 3 about the housekeeper leaving a full garbage can (that||included dirty diapers) in the room (that I needed to dispose of) and the filthy||floors. He encouraged me to share the non-housekeeping items with him and||assured me that the General Manager would be in touch. Well, it’s been over a||week since I departed and that hasn’t happened.||||This is probably my greatest concern for this property. As a person who has||experience in the service industry, seeing problems continue to be pointed out||but not fixed, and reading that others have not been contacted by management, I||see a huge red flag. In short, the staff is not the issue here, the problems start at||the top.||||7. Investment Caution: Talking to other guests, it’s clear I’m not alone in my||frustrations. Anyone considering these units as an investment should think twice,||given the ongoing issues and apparent disregard from...

So we only live about three hours from Orlando and we've visited this area many times. For the past several years we have gotten passes to a different major theme park, so we've been to them all and we've stayed at all of the Embassy Suites in the area and we are currently HHonors Diamond Members. We were excited to find this brand new option. The hotel was very different than most Embassy Suites but it was very nice. The rooms were large, well appointed, and very clean. Breakfast was excellent. The staff were mostly all very nice and helpful. The reason for the two star review is due to what I would consider predatory and deceptive billing practices. We stayed here for three nights while we attended Mickey's Very Merry Christmas Party. On the night of the party, my 8 year old son was sick after drinking chocolate milk and threw up in bed. Part of it was on our own blanket that we had brought and the rest was on the hotels bedding. This was on the second night of our three night stay. I stripped the bed and cleaned the little guy up, and placed the bedding in a corner for housekeeping. A day and a half later when we checked out they had charged us $350 for a "Room Damage Fee". Like I said we've stayed in many hotels in this area with kids ages 0-10, and dealt with many spills and accidents and we've never been treated this way before. Keep in mind that this happened on the second night of a three night stay. They had a day and a half to send us a message to inform us or discuss this before we checked out, but they only managed to send us messages asking for a review of the stay. In the end it feels like they are much more concerned about this $350 than they are about losing a new frequent customer.

UPDATE: I used the link below to submit a dispute, however this link only forwarded the issue to the original hotel, so corporate was not involved at all. Since I had already discussed this issue with the hotel multiple times I was not hopeful. When I submitted the issue I received an email saying someone would contact me within three days, but that never happened. A week later they did refund us about $50, so our fine for having a sick child was...

This hotel is beautiful! Very clean, very friendly staff, and a great deal for amenities. Some things we didn’t love: -Breakfast was plain and the area wasn’t huge for seating -There was no other access to the pool than to walk all the way around the building -You have to call multiple times for housekeeping -I called ahead to get a pack n play for our room, and ended up having to ask again at check-in because it wasn’t there

Finally, the reason why I am knocking stars is because my daughter got hurt at the pool. She slipped on the stairs in the splashpad for the slide and busted her chin open. The security guard at the pool did not even acknowledge and the lady working the bar offered bandaids and water. Nobody stopped the water to clean the area (she was bleeding a lot) or asked if we needed to call medical assistance. My husband took her to urgent care because we weren’t sure if she needed stitches because it was deep. She ended up getting it glued and bandage over it. Now, the staff were very weird about this entire incident. From the pool to the front desk. Although nice and helpful, they didn’t offer any information without being hounded. The security was supposed to make a report but I asked to wait until later because I needed to be with the baby while my husband took our other daughter to the urgent care. He took a picture of her chin, and that was it. I later filed the report with another member of security, which means the other man just has a picture of my daughter’s face on his phone? The officer who took the report told me that he wouldn’t be giving me a copy because he didn’t know if he could. I’m sorry, but you’re not keeping a report with my child’s medical information from me. I was told that security was a third party and the hotel would make sure I got the report. It’s been 3 business days and no report. I know they’re trying to say and do as little as possible for legal reasons. I am not going to sue them, that’s a long drawn out battle and I don’t see a point. I would like a copy of the report for my records, and I would like to be offered to cover her medical care and a refund on the room or something for...