Home2 Suites by Hilton Orlando Airport — Hotel in Orlando

Never again ! This was the worst hotel stay ever . We booked it because we had a very early flight out of MCO and we also needed a place to leave the car . My husband chose the room online in advance and even had a digital key . Right before we got there they changed it . They then gave us a different room . I went up and upon opening the room it was obvious that it had been smoked in . The whole property is supposed to be nonsmoking. This room smelled like the ashtray of a lifelong chain smoker . It was horrible. They claimed they had no other rooms and all they did was send someone up to spray air freshener. That did absolutely nothing . It was oppressive and horrible and on top of that the air conditioning was not working properly . The room was also directly next to the stairs on the second floor and people kept coming in and out of the stairwell all night . We got zero sleep ! Then upon our return they never sent the shuttle after we called so we ended up waiting forever and then calling again . They then lied and said that the driver had left without us . We were at the designated pickup point the whole time so that was not true . The true rating should be negative zero stars . They don't care about customer service in the least . Updated ...as to the manager response you could refund our stay since you were informed of the issues when we were there and the front desk made a note and wrote our names down. The computer system was down at that time but the lady at the front desk said she would make it right . My husband got a canned response just like this one when he contacted the hotel again. That's not making it right. The hotel gave our chosen room away and stuck us in the dirty ashtray room ! The guy who came with the air freshener was like woah when he opened the door. Ask him how...

I’ll start with the good things. The employees at the front desk were always friendly. I like the space in the room and the big refrigerator. The black out curtains help too. The gym was very big with brand new equipment. Loved the outside sitting area and grill area was nice too just dirty. Now the bad, our room was dirty and smelled like dog. I should’ve asked to switch as we kept finding more and more issues. We were exhausted and just wanted to sleep. The bed was very hard and uncomfortable. There was someone bumping music and banging things around in the next room until 4am. The breakfast was bleak, there were waffles but the machine wasn’t cooking them correctly, only half a waffle would cook. Also they pulled breakfast at 9:45am. It’s supposed to be 10am. Luckily I had already gotten what I wanted. I felt bad for the other people though. The area was very dirty and the breakfast crew continued to state this was a bad hotel??!! She actually said and I quote, “garbage hotel”. They ran out of pool towels and instead of getting other towels the front desk attendant said I need to get them from my room? I found someone cleaning rooms and they were nice enough to help me out. Should not have been that difficult. And finally, the hotel isn’t walking distance to any bars or restaurants so you’ll have to drive or catch a ride. And no technology with the app here. Can’t check in, unlock your room or pick which room you get. Minor inconvenience. The entire hotel is dirty and you can tell it hasn’t been cared for in a while. Garbage everywhere, even outside. All in all we...

I can’t speak for the daytime workers and when my husband spoke to a nice gentleman over the phone, he explained to him what to do in regards to the shuttle from the airport. My husband followed the gentleman’s instructions and the lady who answered the phone was very rude to my husband with a sassy tone in her voice of “the shuttle won’t be there in 5 minutes, he’s busy” the person before informed my husband to call let them know where we were at etc. so that is what he did. Then, we waiting in the best for over an hour for the shuttle. We called 2 other times and got the same sassy attitude from the front desk person. Then, when another shuttle offered to take us he said he takes quite a few of home2 folks because of their shuttle issues, the driver shows up an hour late and the shuttle is full. I went to speak to him and told him facts- we had been waiting for an hour. His response. Traffic. St 1:30 am in the morning? Really?? No, the guy was a lier. He just simply didn’t pick us up. He may have been picking up others but didn’t come. Then, at the hotel, we had a convo and they were both rude. No customer service and said sorry for the inconvenience it had on your 16 month old and pregnant wife. The driver dropped that group up and picked up another group. So, they messed up and didn’t come to get us. We had to use a different shuttle.

Good customer service is key. Confess when you made mistakes and own your rudeness. If you are rude and then make paying by customers wait, and then tell the to be patient. lol. You all need to get some training on...