Embassy Suites by Hilton Orlando Downtown — Hotel in Orlando

This review is tough to write since it should be a five star review. All the staff and managers, except for one, are exceptionally friendly and professional. However, we had an immediate issue with our payment that was dragged out over two days.

Before I go into this particular issue, I agree with a lot of other reviewers. The noise level is high, both from inside the hotel and outside on the street. We were on the second floor, so the noise from the bar might be lessened on a higher floor, but we could hear everything from the living room area. If we closed the bedroom, that noise was silenced, but the street was loud.

We also noticed a minor musty smell each time we entered the room. It wasn't as bad as others have described, so it seems like the staff is addressing this issue.

The reason for my one-star review has to do with how a manager handled a glitch in their automatic payment system. I was charged the full about plus incidentals on 7:55am before we checked in that day. At that time, a text was sent directly to my phone (not through the Hilton app) that asked how my stay was going. This text was certainly odd, but didn't think much about it at the time.

When we arrived at the hotel, they asked us to put in the payment, and it's immediately declined because my bank flagged it as a double charge. After several minutes on the phone with my bank, the representative gave the authorization code, noting that the money was already deducted from my account. The manager who worked with my representative and me was awesome. She should in charge of the entire hotel. She was professional, attentive, and intelligent.

The real issue came the next day when I was locked out of my hotel room. My wife was in the room, and instead of calling us to inform us that there was still an issue with the payment, the manager I hadn't met yet, locked me out of the room. When I go to the front desk to see what is happening, this manager informed me that they couldn't accept the authorization over the phone. Then their snarky demeanor quickly surfaced. They asked if me I had the card, which I told them was locked in the room and didn't realize what the issue was. After calling my bank again, this manager insinuated that she wasn't a real representative since "How do I know you're a real bank member?" According to the hotel's system, no charge was made at 7:55am even though the full amount had been taken out of my account at that time. This manager disclosed that a usual dollar charge failed, but this was still after 7:55am. During this whole encounter, this manager was antagonistic to the bank rep. and me, which was unnecessary. We both wanted the same goal: not to lose money.

If the manager simply talked to us beforehand and tried to work together to fix this situation, I would have a better view of this hotel. However, this manager acted like it was them vs. my bank and me when clearly it was a glitch in the automatic payment system or someone at the hotel messed up the charge and tried to backtrack something. Given the manger's suspicious nature, I suspect that it was the latter. It's been my observation that shady people tend to view everyone just as shady as them.

I never felt so unwelcomed or insulted at a Hilton hotel. If my wife wasn't attending the conference there, I would have left after this incident. Just as a bad situation reveals the character of a person, the same goes for a business. After this issue, I'll be questioning the sincerity of Hilton managers. Have I only had positive experiences since nothing went wrong? If something goes wrong in the future, will other managers refuse to investigate their system and place the burden and blame entirely on me?

What is the most frustrating is that there was no issue with the final payment. This hotel tried to charge me a total of 4 times (despite what the manager's screen kept indicating). My bank did everything it should to protect me.

I would never stay here again unless there is a change in leadership. Make the first manager I met the...

EDIT UPDATE: Spoke with the Manager and he was surprised to learn his staff did not know the pool was not heated. He was very gracious and 'comped' my Parking for the week. I am glad we stayed here.

ORIGINAL POST: Location. That is why you would stay here. Worn and dated facilities are the reason you should not. Most of the staff is solid. I would say there appears to be Management and 'Age' issues to consider for your stay. There are two elevators. One was always broken and on Sunday morning, both elevators were broken for about two hours. Two people told me the Pool was heated. Once when I called before making the reservation and after checking in - and going to the pool - the Front Desk (male) when I called down to ask if they were heating the pool and he said yes. He then called back to say he apologized but this location does not have a Heated Pool. (This would have been a deal breaker for my wife and I as she is handicapped and needs daily physical therapy.) Pool was also dirty. Obviously, I consider a Pool to be a major part of why we choose a hotel. The staff's lack of awareness of this fact is a Management failure to inform. Other considerations (again most appear to be a lack of Quality Control by Management): Rooms dated/drab and poorly cleaned on arrival. Chairs at the table are almost beyond use. Seat cushions were very worn. A Band Aid (literally) was stuck to one of the Table legs. Hallway outside our room was dirty 3 days due to maintenance on Sprinklers/Alarms. No issue with Maintenance of Alarm systems - the mess just has to be cleaned up eventually. Towel Bar in bathroom was loosely attached to wall. (Cleaners should instructed and trained to report things like this to management.) just little things that a good Manager/Supervisor would / should notice or check on. (BTW - I lumped "Pool" in with "Rooms" because it fit better in that category.) I believe the cost per night says "Above Average" but the actual facility says "Average" - Gonna close on Positive Notes - the Staff are Above Average and the Location...

Our family decided to have a staycation near lake eola for Christmas. The good, the bad, and the ugly. Let’s start with the good. The food tasted amazing. The chef is very good good at what she does. Our server Jen was very nice. And there was a new server who was also very nice. When we needed towels they were prompt and Delivered them. Our second room was clean The bad. While it may seem like it’s a great idea to have plexi glass to keep the noise out. In this particular case it was a fire hazard. The chains to be able To pop out the plexiglass we’re on the wrong side. Pictures will be posted While our second room was clean the first one was kind of gross. Not sure what the substance was on the door and wall but I don’t really want to know. Also, while the breakfast is very good there afternoon reception is kind of a joke. They will give you free drinks but as far as a light snack it is literally a bag of Chips.

Ok so the ugly. When sitting and eating our chips I see a roach crawl In front of me across the floor. Now I am not naïve bugs can happen. But the extermination should be kept up on. Not to mention the next day my daughter woke up to a bug crawling across her pillow. That is not ok.

Now, all that. Wing said we did speak to the manager. He was supposed to comp our parking for the days we stayed. He comped one night. And he did buy one nights dinner. Honestly at that point we felt like they were trying. We even decided to stay an extra night. My husband travels a lot. We are diamonds members They lied and told us they were booked up. The entire hotel. Not one room. This was the day after Christmas. There were Literally dozens of rooms. They gave us an extra half hour check out. I am disappointed. Not even angry. Disappointed that the attitude was aloof and poor. Disappointed that the manager said they don’t have bugs and that the one on my daughters pillow must have come in from outside. Mind you we were on the sixth floor. Amazing bug if you ask me. This is not a cheap motel. And even if it were this is a...