Orlando West — Hotel in Ocoee

So I booked a room at OYO, check out was today a 1:00pm, time shown on my itinerary. My daughter and sister were the ones occupying the room, I got there to get them ready to leave at 12:20pm. While there I got a knock on the door, opened and the nice lady spoke to me in Spanish which I understood very little. Basically she asked if I was extending my stay, I told her no. She tried reaching front desk through her walkie-talkie and was unable to do so. So I then got a call from front desk, answered and all the lady kept saying was hello so I hung up. The same sweet lady came back up to my room and proceeded to reach front desk again through walkie-talkie and was successful. The lady working at from desk said " you need to come down now and pay late check out fee" at this point I'm like is she really talking to me like that?? The manager gets on phone after her and says the same no hospitality nothing. I was pissed after that point because 1. That's not how you treat guests saying at your hotel 2. That's not how you speak to anyone. So I go down to the lobby and asked the lady at front desk was she the one on the walkie-talkie talking to me in such a disgusting and disrespectful manner? And why are y'all calling and sending people to my room when it's only 12:45. She lied and said it wasn't her it was her manager so ask to speak to the manager. He then comes out after hearing our discussion with a paper in his had and say, " Did you not sign these papers? No hey how are you nothing😳 I told him yes but I booked online and check out time says 1:00pm. He say well we are not a corporate establishment so check out time is as stated on this sign he pointed to. I told him ok but whether you're corporate or franchise that's not my fault you all need to fix the issue on the site for your location specifically. It says 1:00pm for your location that I booked online, whether I signed the papers or not had I known that I would have checked out before 12. I went based of my itinerary, no I didn't read all the fine print on the papers I signed when I went to check I yesterday, that's my mistake and I admit that and wouldn't have mind paying the fee. But he wasn't trying to understand where I was going with the situation and continued to rudely cut me off every time I tried explaining myself. Saying " you sign the papers" over and over. I got mad and told him f$&k those papers fix the issue online so that no one else has this problem. Him and I went back and forth for 5 mins on the issue. The lady at the front desk was very disrespectful and she couldn't even look at me when I was talking to her because she knew she was wrong. The manager had my papers I signed and copy of I.D in his hand and already felt like he needed to be nasty towards me from the start but he had a great awakening. I told him to work on his mannerisms and needing to be more professional with everyone from all walks of life. Also said the fact that you're treating me like this shows the type of person you are...you lack understanding and compassion I also told him I'd be posting the hotel on line, he said he didn't care that he'd post me as well because he had video footage of me. He then tried dismissing me with his hands, I said I will be leaving once I'm done talking and I'll never book a room here ever again and I hope no one else would after I post how you dealt with this situation the way you did and way you treated me. He then said don't worry go ahead and leave I won't charge your card but still held on to my deposit, which I've yet to receive. I also called him an idiot and he tried saying I was being racist 🤦🏾‍♀️. So I then told him in no way does that imply I'm being a racist and to look the word up. I'll be posting receipts with this post and the location of the hotel as well. UPDATE: They charged my card $25.00 this morning, I assume for late checkout after I was told by Carlos Yeguez(manager) I wouldn't be charged a late checkout fee...as I stated before, checkout time wasn't until 1:00pm. But don't worry I disputed that too along...

I almost had to call an ambulance for my Mother. Some guy called Carlos who claimed to be the Manager and would not give further information, to his superiors or the Owner of the hotel treated my Mother like she was some sort criminal or garbage.

My Mother who is known for being too nice if anything got completely trampled on by Carlos.

I could hear my Mother on the other side of the phone begging him to stop treating her like that because she was not feeling well and he DID NOT CARE. He treated her like this because her card did not go through only a few minutes ago! My Mom's bank had blocked the charge in case it was fraud because it was an unusual charge. He would not let her take 15 minutes to call the bank and have it unblocked!

I tried to call for her because he had her in such a state, she was in tears and shaking. She has heart problems and her blood pressure was raising sky high because he was so nasty and aggressive he scared her! Not even 2 minutes after I was on the phone talking to the bank, he yells at her to get out in 5 minutes! How do you expect an elderly woman to pack up with a dog and leave that fast? Especially when all she expected was to pay and stay longer?

He accused my Mom of being rude to have an excuse for his own rudeness, meanwhile, I heard him through the phone! He lied about my Mom, threatened her and threw her out like a criminal. My Mom is a very sweet, classy, respectful elderly woman. I called him to ask him to please allow her a few more minutes to pack up because 5 minutes was impossible, the second he realized, I was calling for my Mom, he started to speak over me passive aggressively, not allowing me to get a word in edge wise. He kept saying "we have it all on camera" My Mom said "of course he can say that. The cameras don't catch the audio and you can only see me waving my hands because I was trying to plead with him."

I asked him "What's wrong with you?" dumbfounded by his instant aggression. He never let me or my Mother get a word in edgewise, so I wound up raising my voice because he kept cutting me off not letting me explain and trying to avoid hearing me out. I begged him to not treat my Mother that way because she was close to needing an ambulance. He said "That's her problem" even though he caused her to be that way. At that point, I told him that if my Mom wound up in an ambulance, because of him, that I would file a police report and he would have a lawsuit on his hands. I asked him please don't approach her anymore because you are scaring her. Send another Employee!

He did not comply with any of my requests for her safety and harassed her all the way out the door even telling my Mom that I threatened HIM! The man had an incredibly arrogant and nasty personality. Her was very unprofessional and dishonest.

If you care about your family, do not go to this hotel! I wish I had more time to write in detail just how bad this man was. It was way worst than you could imagine! I had to file a grievance with the Attorney General which by the way, I HAVE NEVER DONE BEFORE, so that should tell you something.

Please record all interactions with this Hotel and it's employees because at least Carlos, will deny everything and reverse the accusations.

All this because he didn't want to give my Mom a few minutes to call her bank to unblock her card because she refused to unnecessarily give them a cash deposit that she felt might've been an opportunity for them to rip her off.

Highly suspicious of why they were so determined to not let her unblock and use her card and wanted cash so badly. I hope the real owners, whoever they are, look into this. It may be some kind of scheme Carlos is running....

I have never had such a horrible experience, at a hotel. The rooms were nasty. Everything swept under beds. Rooms not sanitized. Roaches, and mold in rooms. Bathrooms always had a issue from the leaking tub to stopped up toilet.

And The Property Manager Carlos. Is a very disrespectful, and rude person. Which is , reflected throughout the facility. The staff at the front desk, had a horrible attitude, and extremely bad Customer Service Skills. If, you want to have your valuables then take them with you regardless if you have access to the safe. And, if it is even working properly!

Getting towels or anything from staff is extremely difficult. In the bathroom there was always a problem. The blow dryer, to the exhaust fan did not work. Getting coffee was very rare, and does not have breakfast. Unwilling, to accommodate, Me(The Guest). So as to not be directly next to construction and, noise that was being caused. The staff were in the room when there was no reason for them to be. And, after normal laundry/ housekeeping hours. When I approached this individual, they acted as if they did not speak English. And, started speaking in another language, which I found very rude and frustrating. I WOULD STRONGLY RECOMMEND THAT THOUGH PRICE IS AFFORDABLE THAT YOU TAKE THE NEXT BEST OPTION, THAT YOU CAN AFFORD. VERY BAD EXPERIENCE. VERY INSECURE, FACILITY. WITH OUTDATED ROOM ENTRY DEVICES. With wiring outside of its assembly cover. Every room I was in needed to have the A/C filters, cleaned. As in most it has not been done in a long time, from the way they looked. Just very poorly ran and maintained facility. Had a 100 dollar bill, stolen. While renovating was happening, There was a lot of noise if you were on the 3rd floor, as it seemed as though workers had full access to that area which caused a lot of intentional harassment from construction workers. If you, asked if the noise could be brought down to a tolerable level. Absolutely ridiculous, and why I have made sure to document and keep track with photos of complaints. As, that made it worse and my stay was not days but weeks. Almost the the entire month of August, and part of September. As most pictures taken were from almost 2 years ago, they are using to advertise with.

SIDE AND REAR ENTRANCES WERE SUPPOSED TO BE LOCKED UNLESS YOU HAD A ROOM KEY. WERE UNLOCKED AND ACCESSIBLE ALL HOURS, OF EVERY DAY.!

*There were some decent staff for those that were respectful and treated guests with kindness, I do appreciate them. However that was also extremely rare!

When I asked the Manager for my cash deposit back, which was stated clearly on Signs at the Front desk, that this is their policy. He told, me I didn't have a deposit, and told me to " Prove to him that he had my deposit!

I had no words to say, as they clearly take advice of there guests and was not concerned with there property being properly secured. Or simply taking what was not there's in the first place!

VERY 😞 DISSATISFIED, AND STRONGLY RECOMMEND ANOTHER, PLACE TO...