Suburban Studios Orlando - Ocoee/Winter Garden — Hotel in Ocoee

ATTENTION

Keys didn't work, sheets were dirty. I didn't have keys for the 1st 2 days of my stay that worked. I had to continue to go bk & forth downstairs to the front desk for keys, & access to my room. I told the gentleman upon check in that my keys didn't work. He insisted that they did! He finally came to the room after I made 3 trips back to the front desk to tell him they don't! The next morning the same thing, only with a lady at the front desk who had better customer service & she finally sent the maintenance guy who confirmed the keys weren't working. I waited 45 mins but had to leave for a meeting. After being gone the majority of the day, they finally gave me a key ( 1 Key that worked). I asked for a manager numerous times & no one could assist me. They only stated he wasn't in, that I would have to email him! Which is totally unacceptable! After being given a filthy room (housekeeping & her manager) came & changed the sheets. The owner/manager should have been contacting me! The bed was full of long blonde hair, after pulling the covers back & bed appeared to be dirty sheets. There were lots of hair & stains on sheets. Because I checked in late, it was a holiday & other places were sold out, I had to suck it up & endure conditions that were beneath me or sleep in my vehicle! I would NEVER again stay in unsuitable conditions again! I also was VERY concerned with my safety. As soon as I checked in there were suspicious looking individuals hanging outside, in the lobby & when I went upstairs to the room, there was a guy waiting by the elevator asking if I wanted him to help me to my room or open the door for me. The front desk guy saw him & when he came upstairs to eventually let me in the room, the guy met us & he even tried to gain access to the room to no avail. As I stepped back in amazement that the desk clerk would allow someone who's not even employed to try to gain access to the room because I was starting to think he might actually work there but he didn't. I asked him & he stated he was...

Staff very unprofessional. Young lady at desk was not welcoming at all. No smile, no welcome in, just straight to business $$$. The gentleman who is the manager was worse. Again, no welcome, no smile. They made disparaging remarks about another guest in Spanish as I was checking in. Soon as I walked into the room, a roach was crawling on the wall. There were more around the room. Bathroom had mold on walls. No towels, washcloths, or soap. Dresser and nightstand dusty. Smell of weed throughout hallway. Empty beer bottles in hallway. There were other concerns and photos taken but those were escalated to the city of Ocoee and Choice Hotels. Note to staff: you never know who is coming in your establishment. Not everyone is a tourist or transient. You don’t know what circumstances people are going through. To hear the manager of all people make disparaging remarks about a guest was truly disheartening. Life can change in the blink of an eye. Literally. Please do better and take some customer service classes. You are in the business of hospitality and there was nothing hospitable at all about this place. Maybe a switch up of staff will move this to at least a 4 star hotel. Don’t treat people like they are less than you. You have bill due next month just like the next person. Sincerely, Secret Shopper for...

When I got there Friday night, there was a funny smell in the hallways. I later learned that smell was marijuana. I woke up with a massive headache and went to the Denny's for breakfast and the headache cleared up. When I walked back into the hotel, it was immediately back - the smell was horrible.

The room itself was spacious and appeared clean but it was not lit well at all so it was not very welcoming.

The second night, the smell wasn't there. I walked into my room and started settling in but then I heard very loud music coming from the parking lot. After about 30-45 minutes, there was loud talking in the hallway and in the room next to me. A while later, I began hearing moaning coming either from the hallway or the room next to me, i couldn't tell. I tried calling the front desk but the phone in the room wasn't working. Frustrated, I waited a bit until some of the talking died down because I didn't feel safe walking out in the hallway due to the marijuana smell. I couldn't see what was out there and I didn't want to walk into a bad situation. Once the talking died down, I picked up all my stuff, checked out early, and drove back home. I had to cut my trip short because the stay...