Staybridge Suites Orlando Royale Parc Suites by IHG — Hotel in Kissimmee

I would like to start off by saying that we enjoyed the room itself and the interior of the property very much. However, our check-in process was a series of one bad event after another that unfortunately makes me hesitant to ever return to this property. I booked the room under my name for myself, my husband, and my parents in-law. I called the hotel number provided online to book the room and was able to book successfully. During my booking, I was not asked to put additional guest names on the room, nor was I informed that my family would not be able to enter the property without me unless their names were on the reservation. A few hours later, I decided to call ahead to put my in-laws name on the reservation since they would be arriving at the hotel before me. I called the same number that I booked the reservation through. The employee on the line said they contacted the on-site manager in order to add the names. They said I would still need to arrive with my credit card during check-in. I told them I had already put my card on-file for the room, and asked if it would be possible to just use that card. The employee on the line asked the on-site manager and reported that the on-site manager had pushed it through. To confirm, I asked if my in-laws would be able to arrive to the hotel without me and go directly to the room after receiving key cards. The employee on the line said yes. This entire process took about 20 minutes while I was waiting for the employee on the line to reach out to the on-site manager, but I was happy to wait in order to ensure that it was all taken care of. Fast forward to later in the evening, my in-laws drive over to the hotel to check-in first. To give you a bit of context, at this point, my in-laws have driven 12 hours over the past 48 hours to get from Louisiana to Orlando to help us move. They then spent 6 hours helping us load all of our belongings into the truck. They are exhausted and I booked the hotel room as a thank you for all of their help, assuring them that I had confirmed with the employee on the phone that they would be able to get their key cards and head to the room to rest. I then receive a call from my father in-law that the hotel is not letting him in because his name is not on the reservation and that the manager is busy dealing with police outside of the hotel. I call the hotel number immediately, because my main priority is to get my exhausted in-laws into our room as soon as possible. The employee on the phone answers and I explain the whole situation. She then begins the same process of reaching out to the on-site manager to put the names on the reservation. I explain to her that I had already completed this process a few hours ago when I called, and I did not want to wait for another 20 minutes and have the same issue of my in-laws not being able to get into the room. I asked to be connected directly to someone who is currently on-site at the hotel so I can confirm that my in-laws were able to get into the room. After waiting for a few minutes, I am introduced to the on-site manager George. George tells me that my in-laws cannot enter the room because their name is not on the reservation. I explain to George that I had called earlier today to add their names to the reservation and ensure that my credit card on file could be used for the room. I tell George that I was told very clearly that everything was taken care of and my in-laws could go directly to the room. George's only response to me is that there is no record of that encounter and that I would not have been told that. He says he has been the only staff member on property and he has been dealing with the police for the past hour, so he could not have dealt with my situstion. George faulted me for the issue, blaming it on the fact that I had contacted IHG instead of the hotel directly, even though that was the number provided to me. George did not offer a solution to the present problem or even a simple acknowledgement that there may have been some misinformation somewhere along the way. His tone was sarcastic, condescending, and incredibly unprofessional. Instead of trying to come up with a solution, we were treated like liars. I later heard from my mother in-law that George had threatened to call the cops on our family if we voiced our complaints any further. A threat I would not dwell on had there not been police already on-site when we arrived. That is the last straw for me, I did not feel like I was being treated like a guest. It was a terrible and embarrassing experience for me, the one who booked the room for my family. When we finally got through check-in, there were a series of other issues: the elevator by the room was broken so we had to loop all the way around in order to get our luggage up to the room, the AC in one room was broken, 2 of our key cards did not work, and the phone was also not in operation so we had to call the front desk with our cellphone in order to fix the AC. I will not get into these issues any further, because for me, this entire hotel experience would have been completely different had George shown a bit more empathy, professionalism, and customer service in the way he handled the situation. I have worked as a hotel concierge before, so I understand the frustration of dealing with guests who may lie to get compensation or just enjoy complaining, but this was not the case here. We never asked for any compensation, we just asked to be let into the room that we booked and paid for, and to be treated with a little bit of basic respect. I also do not believe in complaining without giving constructive feedback, so here is what I suggest be done moving forward: 1) Ask guests booking over the phone the names of all guests staying in the room. The employee on the phone knew I was booking for a room for 4, but did not ask me for names of the other individuals. This entire situation could have been avoided by this one simple step. 2) Have better communication between on-site staff and off-site IHG call center staff members. It was shocking to me that there were no notes on the reservation about my call to add my in-laws' names to the reservation. If this hotel is going to partner with IHG, then a manager should not be blaming the issue on the guest for contacting IHG. Especially when the IHG number comes up under the hotel's contact information. It is the hotel and IHG's responsibility to relay information to one another effectively. 3) Terminate George. It is a real shame that George was the first face we met at Staybridge Suites, because everything else about the hotel stay was perfect. All other staff members were friendly, the breakfast was delicious, rooms were spacious, clean, and very comfortable. But because of that first encounter with George, it brought the entire experience from a score of 5 down to 1. It is my opinion that George is not fit to be in a customer-facing role. And if his behavior is allowed to continue, it will greatly damage the reputation of your hotel.

Prior to this encounter, I had already signed up for another package with IHG for a 5 day 4 nights trip. After this experience, I do question the customer service standards of Staybridge Suites, and even of IHG if they condone this level of service. I will absolutely be looking at other hotel options under IHG instead of Staybridge Suites, and I hope my next experience with an IHG hotel will be...

After driving 3 1/2hrs, Upon arrival at 4pm I believe the receptionists name was Kavern, I was told there weren't any rooms available and would have to wait for one to be cleaned (we are a family of 4 adults, 4 children, and a 5 month old infant.)  I was also told to pay a different amount than I was given in my IHG ap and she told me she had to redo my entire booking. I didn't agree with what she was saying, so She went to talk to her manager about the price difference, came back, and said they agreed to what IHG was charging me. I looked at my bank account and found that they did not satisfy their promise of the IHG amount and was charged the original amount she said AND charged again for something else. I requested a lower level floor, preferably the first floor,  because we were traveling with an infant. The receptionist said there would be a 30 minute wait for a first floor room to be ready and said she would call me when we were able to check in. I received a text message almost an hour later, saying the room was ready. When I came back in, I was rudely told to get away from the check in counter because she was helping someone else. When I was finally able to be helped, she told me we would be on the third floor and said that was all she had available. We went into the room (finally around 5:30pm) to find trash on the floor in one of the closets. We simply just picked it up and went to the pool for about a half hour. We left the hotel to eat dinner and look around town for a bit, around 6:15pm, not even an hour after we were able to check in. Once we arrived back at around 9:30pm, there was no power in the hotel. I asked the receptionist what was going to happen, and she said they were working on it. I told her again that we're traveling with an infant, and we could not go without power. She then started getting ruder and ruder with me, putting her hand in my face when I asked her if she would help accommodate us. She yelled at me, saying that it wasn't her problem. We looked for long over an hour for other accommodations with a sleepy, crying baby. I contacted IHG and told them about the issues and that it was 85° in our room and too hot for a 5 month old to stay in. We left immediately after finally finding another hotel to accommodate 4 adults, 4 children, and an infant. When I tried to check out, the receptionist wouldn't even talk to me so I left the keys on the counter and said I'm checking out of room 308. We stayed a total of 2 1/2 hours at this hotel (almost 2hrs of which we looked for other accommodations...hotels and air bnb's.) I received a call the next day and was asked about the situation because IHG had contacted them in regards to their poor service. I told him what took place from check in all the way till check out. I was told that they would better train the receptionist that was working. I then asked to be refunded my money for both nights and was told no because the power outage wasn't something they were responsible for, and they were only going to refund one night. All of the beds were still made, everything just about untouched. We did not sleep at the hotel at all. I again said we could not stay there without power having a 5 month old infant and found other accommodations. It was 85° in our room, and we had no way to heat bottles or anything. He also stated that I was not even checked out of my room. I told him that we checked out of there, and into the Red Lion and did not stay at their hotel at all on March 26th and March 27th (during our reservation) I asked to speak to someone else in upper management and he told me he'd have someone call me back. I have yet to receive a call back. This is the worst experience I've ever had at any hotel or resort and we travel often. We did, however have a wonderful stay at the Red Lion Hotel Orlando Lake Buena Vista South. They were so courteous and happy to check us in...

My family and I stayed at a Staybridge Suites in California in 2023. We had a wonderful experience there and enjoyed their spacious & clean suites, with a free, delicious & plentiful breakfast. So when we were planning our trip to Disney World in Florida, we knew we wanted to go to another Staybridge Suites. This location was close to Disney World and had good reviews, so we booked our stay. When we checked in, the lobby had an odd smell and upon entering our room, we noticed a bad smell as well. The suite was extremely outdated and dirty. There was gross patches of what looked like vomit on the bathroom walls. I will say that the bedding was clean and beds were comfortable. The suite configuration was odd - the rooms and bathrooms were odd shaped which made them small and difficult to maneuver through. The first morning, we made coffee and the coffee maker started leaking all over the counter. We had to place 3 separate calls over 2 days to the front desk before they finally sent someone to switch out our coffee maker with a new one. The breakfast line was always extremely long, a lot of items ran out quickly, and the breakfast just wasn’t good. The hotel is directly next to an empty lot filled with trash, which was unsightly. On our 3rd night we attempted to take a shower only to discover that there was no hot water. We called down to the front desk and they stated they knew about the issue and were trying to fix it. It was fixed by the next morning. We were not thrilled with the hotel at this point but figured it was cheap and would be fine for us to sleep in after long days at the Disney parks. However, on our 4th night, we found what appeared to be a small/baby cockroach crawling on the wall in the master bedroom. When it scurried behind the TV stand, we moved the stand out to find a large, dead cockroach. We knew that with it being late at night there wasn’t much we could do, so we tried to go to sleep for the night when we found yet another cockroach crawling on the air conditioning unit in the master bedroom! At that point, we called down to the front desk. The gentleman working the front desk did not once apologize or even seem surprised by our call. He stated that they didn’t have any other 2 bedroom suites available but said that he could offer a 1 bedroom suite at “no charge” for the night and that we could further address the issue in the morning. I asked him if this other room would be any better and his response was “how should I know!?” Followed promptly by “I’ll send someone up in a few minutes with your room key.” And he hung up. No one ever came with a room key and after waiting for half an hour (2am at this point) we tried to sleep all in the other room of our suite, away from the cockroaches. No one ever came to our suite or called us in the morning. We went down to check out and ask for a refund for the remainder of the stay, and they didn’t ask any questions nor offer any apologies/address the issue, but they did refund the remainder of our stay. While down there, we heard another couple reporting a leak in their room to the staff, who rudely said “well if you would have reported this right away then we could have fixed it but now we can’t because maintenance isn’t here.” We then had to waste half of our Disney park day searching for a last minute hotel room. Thankfully, we were able to book 2 rooms at Caribe Royal Orlando - which was fabulous and I highly recommend! But I will never stay at this Staybridge Suites location again and would never recommend it to anyone due to the pest issues and poor...