Quality Inn & Suites Heritage Park — Hotel in Kissimmee

I booked the hotel since it was so close to Osceola Heritage Park, where I was attending a trade show for a few days. When we got there to check in, I was disappointed.

Online, the hotel looked good, but after arriving and getting our room keys, I walked up the stairway and noticed it was not clean. The carpet looked like it had not been vacuumed in weeks. Walking into our room, it smelled like cigarette smoke.

We booked room 1209 with two queen beds on the second floor (no elevator), originally for June 27th - 30th, 2019.

The room itself at first glance looked okay, not great, but okay. As I looked around the room, the carpet did not look like it had been vacuumed either. I was tired from a long day of travel and setting up at the trade show, so I decided to shower and get ready for bed. I then saw these little bugs all in the bed and on the bathroom sink. I was thinking maybe that was something that the area just had, not being from Florida, I did not know what to expect. I cast that off as an "oh well," but then I noticed my brother had something on his foot after he was lying on the bed playing on his phone. I got up to look, it was a dead bug. I was not sure what type at first, and we were a little disgusted but at that point, it was almost 10 pm and we were exhausted.

The next morning when I woke up, I showered again, already feeling unclean from the atmosphere of the hotel. I went to put on my shoe, that had been inside my bag, on the floor, a roach quickly ran down my shoe. I ran to the bathroom to throw it in the sink for a good picture to show to management. After taking the picture, I slowly and carefully went through my bag, found another roach.

Disgusted, I went to the front desk with the picture of the roach. I waited for the front desk attendant to become available. Once she was, I told her that we had a problem. She did not act surprised in the least, especially when I told her our room had roaches. She simply apologized. I asked what our options were. We could cancel the rest of our stay or be moved to another room. If one room has roaches in a hotel, it is very likely that the surrounding rooms can have them too, so I told her I would discuss with my brother and let her know.

Talking with him, we decided to find a different hotel. We ended up staying at The Courtyard Marriott near John Young Parkway, which ended up being a better deal, but about thirty minutes away from Osceola Heritage Park; super nice hotel and highly recommend it, but I do not recommend the Quality Inn & Suites at Heritage Park at all! When I returned to the front desk with my bags packed, I was told they would be refunding me 50% of what I paid for the first night. At the time, I did not feel like fighting over $53 and some change, but thinking back on it, I should have refused to pay for that room. I am disgusted with their location and doubt I will ever stain at a Quality Inn again.

The manager on duty never once came out from the back to apologize, nothing. The only good thing about the hotel was its proximity to Osceola Park and a Denny's, but other than that, no no no, never again. The front desk attendant was not rude or questioning, more like she had gotten that response from people before.

It is not worth it to stay in such conditions. Treat yourself to something on the nicer part of town...or at least somewhere that cleans its rooms and lobby. I can only imagine how the kitchen area is. After finding the roaches, we obviously did not take them up on the...

POOR CUSTOMER SERVICE BY FRONT DESK STAFF (Kisha) I have been staying here for a week with NO issues for work related visit to the Orlando area. My wife has come up from the Tampa Bay Area to spend the weekend with me. We parked our car, which is less than a month old, right in front of the front door for the night (Friday Night). Around 2pm we returned after a day out and parked in our same parking spot. When I got out I noticed red glass on the ground. Walked around the rear of the vehicle and noticed we had been hit. Very minor damage but the vehicle is very new and a lease. I noticed camera directly in front of the vehicle. This is the reason for my one star. Upon entering the lobby I asked the Front Dest Attendant (Kisha) if they had access to the cameras, my vehicle was hit last night? She informed me the the manager is the only person with access and NO managers are available to help, manager will be available tomorrow (ON Sunday, Fathers Day). This made NO sense so I repeated my question pointing out the strange response that “NO Manager is available” Kisha responded well “Now you are yelling at me I am not going to call her!” Wait what?! I wasn’t yelling, annoyed yes but yelling NO! I did proceed to start yelling at her after that. That brought other employees to the lobby. Two employees on the second floor started to call the manager and informed me they were. I thanked them and pointed out their customer service and caring about the customer. Kisha attitude continued to unravel and she finally started to text with the manager. Victor a staff employee approached me and with true concerns for my issues asked if I would show him the camera and the damage to the vehicle. Victor was on top of his game being super helpful and letting me know he will be getting with the manager. All this over a very minor bit of damage to a vehicle. Kisha earned Quality Inn o one star for “Terrible Customer Service” she was not busy with any other customers, lobby was empty. Another employee was just sitting in a chair behind her. All she had to do was act concerned with my situation. Instead she treated me as an inconvenience. I ask Quality Inn staff to review the front desk camera to help support my one star. After reviewing if I am wrong on her approach to me I will GLADLY remove this one star. If I hear from manager tomorrow and we can resolve the issue with Kisha I will be glad to change this to a better review. It would be a shame for this one star to remain when my experience till now has been satisfactory and Victory’s approach to me and my issues was above and beyond, also the rest of the on duty staff seemed to be able to reach out to management willing to...

For my Orlando/Kissimmee vacation, I wanted a hotel within driving distance of attractions but not in middle of it all. Quality Inn & Suites was perfect. It has obviously been recently renovated and is very nice! First off, I almost missed the hotel on the highway because there is no lighted sign at the road. There is simply a roadside flag that says "Quality Inn, Now Open." It is tucked away behind a Denny's restaurant about 2 miles from the turnpike. Aside from Denny's, there was also a McDonald's and a Mexican restaurant, but most other restaurants are a few miles down Irlo Bronson.

Check-in was a breeze and we quickly found our room, #1121. Quality Inns are very hit-or-miss, but this one was definitely a hit. The room was spacious with new carpet, very comfortable Beautyrest mattresses, a writing desk, fridge, and flat-screen tv. The bathroom was equipped with a walk-in shower with beautiful tile floor, a dual-flush toilet (not something I find in many hotel rooms), and a vanity sink. It was stocked with plenty of towels and wash cloths.

I had breakfast at the hotel 2 of the 3 days of my stay. On the third morning, we checked out at 5am and decided to eat on the road. The breakfast was adequate. Options included egg patties, sausage links, some very inedible bacon substitute, boiled eggs, yogurt, bagels and pastries, waffles, instant oatmeal, and juice. I don't care for sausage, and real bacon would have been better, but I filled up on a bagel and egg sandwich both mornings, with some yogurt on the side. The breakfast staff made sure that the items were restocked quickly, and breakfast was definitely busy.

The only inconvenience I had during my stay was that housekeeping did not make up the room on the first day when we went out on the town. Later that day when we went out again, I overheard the front desk clerks saying that housekeeping left really early that day, so I chimed in and said that they must have skipped my room. The clerk was not happy about this and when we returned from dinner, I found our used towels had been replaced. This tells me that the employees truly care about making a good name for this hotel and want to make sure guests are happy.

I did not use the pool, but the pool area looked very nice with a sitting area. The hotel is nonsmoking, which is a big plus for me, as I have bad allergies and cannot stand cigarette smoke.

I will definitely book this hotel again if I return to the...