Hampton Inn & Suites Orlando-South Lake Buena Vista — Hotel in Kissimmee

Terrible experience. Stayed for one night after a long day in Magic Kingdom. Checked in online since we'd be getting in super late. Arrived at the hotel a little after 12:30. There was no parking in the tiny lot and had to park by another hotel and walk over. Yes, it was late so we didn't care much about that. Check in was easy since I had done so online. Just picked up our key. Noted that the lobby was very nicely updated. Evening staff was friendly and helpful. Room was completely outdated -- update is needed. Beds were horrible. While they are "Hampton" beds as the manager noted in another review, they are badly in need of replacement. We could feel the springs. Pillows were all flattened. But we were too tired to care so we went to sleep hoping to get a good rest for our three-hour drive home in the morning. That did not happen. Air handler sounded like a jet engine. It would turn off once in a while but then it roared up again. At 7am, after going to sleep at 2:30am after a very long day we were awoken by a fire alarm. Our children were terrified as we walked down five flights of stairs with other families still half asleep. In the lobby we could smell smoke. We were told it was a toaster that smoked and we could go back to our rooms. Appreciate the fact that the alarms work, but it seems the hotel may have a problem with over sensitive fire alarms. In a review on Trip Advisor I saw yesterday, same thing happened around 8am 4 weeks ago. Manager replied to say it was dust from turning on the heat, but then also said someone put tin foil in the microwave. So which was it? It typically takes a while for smoke from a toaster to set off a fire alarm? Where was your staff to stop this before it inconvenienced sleeping guests? So we go back upstairs and try to go back to bed. But thanks to the jet engine air handler, that wasn't going to be possible. Maybe a nice hot shower to wake up? Water was warm enough but there was NO water pressure. Ladies, you'll never get the conditioner out of your hair! Went down to breakfast which was typical Hampton Inn good. Nice waffles. Fake eggs. Lots of things need to be refilled, but we asked and they did. Extremly small and cramped area where the food is located. We did notice the cards for Trip Advisor near the computers and picked one up. It said if we couldn't give them a 5 star review to let them know. So upon check out a few mintues later, I was asked if we had a nice stay. I proceeded to tell the woman at the desk that we did not. And I told her of all I've written here. She explained that she had no power or authority to help us and that there was no management on staff at the time to talk to. She handed me a card for a front office manager and told me to call this person later in the day. Really???? That's how you handle complaints. I asked her to have the general manager of the hotel to call me. She confirmed my name and phone number on our reservation. It is now over 24 hours since we left the hotel and absolutely no one has reached out to me. I also submitted a request to speak with a manager on my Hilton Honors app. Nothing from that either. The staff is ill-equipped to handle problems. I will be happy to update this if/when I'm contacted my management. I will also reach out to Hilton corporate and Hilton Honors to see if they can help me if I don't hear from someone today. We are Hilton Honors members as well as Marriott rewards members and travel frequently. This is the worst Hampton we've ever stayed in. On our next visit to Orlando in a few weeks, we'll instead book a room with a Marriott hotel.

• Update. Hotel manager did contact me after I reached out to Hilton corporate. They indicated my stay will be...

Wednesday September 28, 2022 Hurricane Ian If I could give you guys 0 stars I would Me and my family traveled from Lakeland as well as many people that made reservations at this hotel that I personally had conversations with many people and they had said they traveled from Saratosa, Tampa and etc. We all came here with the motive of checking in at this hotel at 3:00. I made reservations at 1:00 am and been waiting since 9:00am at this parking lot. When it was 12:00 I called and checked if it was okay for me and my family to maybe check in earlier but when I called the lady said that they didn’t have any rooms and that it would be best if we checked in at our actual time which is okay. I understood. We continued to stay in the car and decided to go wait inside in their living/ dinning area. This was around 2:00.

Which was packed with babies and adults children, elderly and even pets. They were all saying that their check in was at 3:00 as well. Finally it came to the time to check in and there was a line waiting and I seen 2 elderly people who went to the front desk to check in with the 2 young ladies at the counter with this random guy was just standing on the side of the counter and the 2 elderly people asked was their room ready the random guy with the jacket and tan hat and big long beard who name is Dwayne interrupted the ladies at the front desk and spoke for them and said that there was no rooms. How do you have people make reservations and don’t have any rooms and then said there is rooms and just wait 15 mins cause apparently house keeping is cleaning rooms. When 15 mins past the same elderly person came up and asked where is her room Dwayne who said that “Owns this hotel” was giving an attitude to her and responded do you want a dirty room? And she responded and said no but and he repeatedly said that. I get that you may be short staff and maybe be stressed but he needed to have more patience for people who are giving his pay check and not only that the lady needed to plug in her heart monitor or a “Holter Monitor” he then got mad and said that because she was giving attitude and he was tired that he was repeating himself he said that he was gonna cancel her reservations and that she needed to leave and how could you say something like that to someone. If something was to happen it would be his fault and what made me even more mad all those girls at the front desk and him were laughing about that also. That’s terrible customer service. He was arguing with lot of people but especially the Hispanics that was here seemed as if he was racist or something. What’s even worse there was another young girl with her elderly father and her dog who was waiting for a room and when she went to the front desk they canceled her reservation without telling her and what’s worse is it’s hard to find somewhere to stay when you can’t even find another hotel especially with this hurricane. We didn’t even get a room until 5:19 when we checked in. Bad customer service. If it wasn’t for this situation and the fact that there wasn’t many other options for this hotel. I promise you this would be the last hotel I would ever visit due to their bad customer service and making everyone wait and hoping that they will have a room at 3:00 and was lying to all of us. I would tell you guys to not waste ur money here and go else where and would not recommend my family or friends...

We recently stayed here on our mini-moon, choosing this hotel for the location was convenient when we stayed here last year and I am a Hilton Honours Member. I don't have enough words to commend the front desk staff; we were experiencing so many difficulties from renting our vehicle in Miami and difficulties with our bank and credit card. By the time we arrived at the hotel it was the very early hours of the morning, and Leah was so understanding and sympathetic, she did everything allowable in order to let us into our room (which was clean and we had lovely towel swans to greet us on our bed awww). The following morning we approached Carla at the front desk to explain our situation, but Leah had already apprised her and we were assisted again in such a sympathetic manner. Later in the evening we had wonderful assistance from Elijah. This front desk team is wonderful and a credit to the brand. Each morning we were greeted with a wonderful recognition from Carla and again in the evening from Elijah; even though I felt as though we were being annoying because of our situation, Carla and Elijah made us feel as though we were the most important people in front of them at that particular time and that they had all the time in the world for us. I was pleasantly surprised that the breakfast had the usual staples bit for the first time, the eggs and meats changed each morning, and while we didn't eat breakfast every day it was nice to see the differences in options. We had one tiny hiccup with service...tiny really; when we got to the room the television did not work, we let the front desk know but told them that we were not in a hurry to have it fixed and would let them know if it still didn't work the following day. The next day we called in the evening to let the front desk know that the tv was definitely not working and the young Puerto Rican man who responded was at the door almost before we could hang up the telephone. The young man couldn't fix the issue because we all figured out together that the issue was related to the tv not being set up correctly for the hotel (it was a new set). The young man (I'm so sorry I can't remember his name, but we established he was relatively new, only having worked at this hotel a few months in the maintenance department) called the maintenance manager who was off that day to explain the situation and to find out if it was something they could repair together over the telephone. I was astonished at the way the maintenance manager was speaking to the young man, who did not respond the same way, but was polite, respectful and calm - a complete contrast to the way the manager spoke to him. In the end it was decided to change the tv (with the manager treating the young man like an imbecile) so that he could program the tv properly (it turned out, we found out later from another staff member to be a situation wherein the manager is the only person who programs all of the tvs, so the issue we were experiencing was actually because of something HE had not done properly, so his demeanour was certainly uncalled for!). A different tv was installed very quickly and within a few moments the front desk called to verify that the situation had been rectified. Wonderful service all round and we will be back again next year! Thank you...