Hampton Inn & Suites Orlando/Downtown South - Medical Center — Hotel in Orlando

I had the worst experience I have ever had at any Hilton location is over 10 years of being a Hilton Honors member, and of any stay at any Hilton property that I can remember for the past 20+ years. I apologize, but the review is lengthy, as I want to explain how many times we spoke to the hotel on the phone prior to arriving at 3:15pm to check-in.

On the morning of our check-in date (Saturday), I called the property multiple times to request an early check-in between 1-2pm rather than 3pm. After speaking with the hotel staff at 10:45am ET, they asked to call back in 45 minutes to 1 hour (between 11:30am-12pm ET), and they would have a better idea of the availability for an early check in. So I called back just after 11:45am ET, and spoke to the hotel staff and was told that our room would be ready between 12:30pm-1pm ET, which was great. However, roughly 15 minutes later we decided to meet my son’s team for lunch (we were in Orlando for a tournament). So I called the hotel back to let the staff know we would be there at 3pm ET, and the staff said “we will hold the room that will be available at 12:30-1pm ET” - which I did not request but I thought that was very nice of them.

NOW….my family and I arrived at the hotel property at 3:15pm and we were told, in a not very nice or friendly manner, that there were no rooms available at this time, and I explained that I was the guy who called 3 times that morning about the early check-in (and provided my name and confirmation #)…To which the hotel staff’s response was: we won’t have a room available until after 4:30pm ET, and said to come back after 4:30pm (this is the same woman I had spoken to on the phone multiple times - all 3 times that morning to be exact). I was absolutely floored by this, and the way I was spoken to by the same staff member whom had been so extremely nice earlier in the morning on the phone, which she acknowledged, but says “there is nothing I can do”. Not only did the property fail to provide us a room at the time specified in the Hilton corporate check-in policy (which is 3:00PM ET), but when I asked to speak to a manager, I was told there was not a manager available.

When we were finally able to check in after 4:45pm, we were not offered anything for the inconvenience. I felt this was an awful way to treat your customers, so I explained the complaint in the survey I had received after check in.

Other issues with this location: The roads were all closed near this location, making it extremely difficult to get to.

The hotel entrance is extremely difficult to get into unless you know exactly how to get into the entrance (if you are going to the hotel from I-4, you will pass the hotel on the left and you are not allowed to turn left into either entrance) and there are no easily visible signs to direct you back (after a U-turn) into the property.

The front desk was extremely rude, and the room was cleaned very poorly, extremely dusty, which I am sure it is because I told the staff member at the property after the way she spoke to me, I would be calling Hilton Honors corporate to let them know how this property treats their guests.

This hotel was not cheap, and if there had been availability at 3:15pm on the same day at any other nearby Marriott, IGH, or even other Hilton hotel, we would have went there instead in a second, but there was not anything within 30 minutes and we had to be at our son’s tournament at 7am the following morning (Sunday).

All-In-All/Summary:

1. Awful Customer Service - appealing even
2. Location is difficult to get to due to roadwork nearby (no signs until you realize that you can’t turn because the road is closed at the intersection)
3. Hotel Entrance is difficult to get into properly, as the entrance is on the other side of the road coming from I-4, and there are no visible signs to indicate this

I would give this property 0-stars if I was able, due to the way we were treated, as well as the headaches trying to get to this property, and then into the entrance properly. DO...

Check out day is March 3 at 11.00 am it is a standard time for all hotels chain in the world ,||And i knew that , I travel a lot more than 40 countries in the world and use to work for airlines and hospitality management||||My issue was : tall latino untuck shirt with diamond earring||||The housekeeping, should print the reports all in house guest , i m not sure what ‘s the sytem hilton used but Fidelio , Opera and OnQ , I am sure that in house guest check out report might be hand out to the housekeeping each day . Her name is Anna , she probably knocked on my door but i m in bathroom , when i came out , she opened my door and ask me do you want a service today ? It was 9.30 am , i was wonder , first she did not know ? I have to check out today ? Second the hotel won’t knock for room cleaning at 9.30 am , or only long stay like 2-7 days but mostly 11 am or later than that , i think housekeeping should check the report guest in house and check out carefully, if i am nude in the room or have some privacy situation? How can i do ? I feel terrible for this issue.||||Second : I did call the front desk agent who was a guy who i check in and check out , i ask if i can get late check out because of i have gold member status , he said no all room is not available “which is lie statement and I hold my cellphone open Hilton app and about to extend one more night stay at the same room’ he is immediately reject and never try to help or explain anything or helpful at all , and I tell him that I will go down , I went down to talk to him “ sir why you lie to me you said that you don’t have anything any room available which is false and I talk to him as normal tone , and i ask what’s wrong with you , you were being rude to me when i was check in and now you were being rude again , his face got red and full of anger , his body shake full of anger , so i said it fine then I will leave and i will talk with your management by email , he shout at me “ go ahead “ he try to hide his identity by saying his name very fast and intend not to give me his name , and i ask him may i talk with your GM or Front desk manager , he said he is the only one in charge at hotel , the higher management is not here , probably it is sunday , but normally hospitality as hotel and big hotel chain should have manager on duty 7 days a week which made me confuse , i asked him can i get GM name card and others , he pointed out with his anger attitude “ over there!” We had an argument at the counter||||after i walk out from front desk , he walked follow me at the back to the elevator then shout at me “Check out time at 11” i was so afraid of him , i thought he gonna hit me at behind , i ask him “ why u have to shout and emphasize and walk follow me about check out time and the time was 10.15 am , you can see from the security camera i did observe his behavior from yesterday and today , i think he treats other with smile and talk nice to other guest , and what did i do wrong ? may be he thought that I am poor asian and don’t know how to stay in hotel , he made me embarrassed in public area , and i got treat differently from others , and it is very discriminate why he choose to treat me like this.||||So I went up to my room and pack all my stuffs without extend my stay , and i went down at 10.55 am very calm without saying anything to him and gave 2 keycards , and take an uber to airport , I and my friend will go to lawyer office and we will file discriminate case for this is issue against the front desk agent ,||||I am sure that it is not the first time he did this to others guest , looking forward to talk to you soon , apologize for my writing, english is my...

Check out day is March 3 at 11.00 am it is a standard time for all hotels chain in the world , And i knew that , I travel a lot more than 40 countries in the world and use to work for airlines and hospitality management

My issue was : tall latino untuck shirt with diamond earring

The housekeeping, should print the reports all in house guest , i m not sure what ‘s the sytem hilton used but Fidelio , Opera and OnQ , I am sure that in house guest check out report might be hand out to the housekeeping each day . Her name is Anna , she probably knocked on my door but i m in bathroom , when i came out , she opened my door and ask me do you want a service today ? It was 9.30 am , i was wonder , first she did not know ? I have to check out today ? Second the hotel won’t knock for room cleaning at 9.30 am , or only long stay like 2-7 days but mostly 11 am or later than that , i think housekeeping should check the report guest in house and check out carefully, if i am nude in the room or have some privacy situation? How can i do ? I feel terrible for this issue.

Second : I did call the front desk agent who was a guy who i check in and check out , i ask if i can get late check out because of i have gold member status , he said no all room is not available “which is lie statement and I hold my cellphone open Hilton app and about to extend one more night stay at the same room’ he is immediately reject and never try to help or explain anything or helpful at all , and I tell him that I will go down , I went down to talk to him “ sir why you lie to me you said that you don’t have anything any room available which is false and I talk to him as normal tone , and i ask what’s wrong with you , you were being rude to me when i was check in and now you were being rude again , his face got red and full of anger , his body shake full of anger , so i said it fine then I will leave and i will talk with your management by email , he shout at me “ go ahead “ he try to hide his identity by saying his name very fast and intend not to give me his name , and i ask him may i talk with your GM or Front desk manager , he said he is the only one in charge at hotel , the higher management is not here , probably it is sunday , but normally hospitality as hotel and big hotel chain should have manager on duty 7 days a week which made me confuse , i asked him can i get GM name card and others , he pointed out with his anger attitude “ over there!” We had an argument at the counter

after i walk out from front desk , he walked follow me at the back to the elevator then shout at me “Check out time at 11” i was so afraid of him , i thought he gonna hit me at behind , i ask him “ why u have to shout and emphasize and walk follow me about check out time and the time was 10.15 am , you can see from the security camera i did observe his behavior from yesterday and today , i think he treats other with smile and talk nice to other guest , and what did i do wrong ? may be he thought that I am poor asian and don’t know how to stay in hotel , he made me embarrassed in public area , and i got treat differently from others , and it is very discriminate why he choose to treat me like this.

So I went up to my room and pack all my stuffs without extend my stay , and i went down at 10.55 am very calm without saying anything to him and gave 2 keycards , and take an uber to airport , I and my friend will go to lawyer office and we will file discriminate case for this is issue against the front desk agent ,

I am sure that it is not the first time he did this to others guest , looking forward to talk to you soon , apologize for my writing, english is my...