Orlando West — Hotel in Orlando

EDIT** to Mauricio comments back - I never yelled at Mauricio - he yelled at me, scolded me for leaving a poor review due to my poor experience with him and his team, he kept asking me to prove I called up there. I offered him my phone records and refused to accept them. His team refused to give me a cancellation number and refused helping me, Mauricio refused to listen (as mentioned in my original post I could hear that he set the phone down to deliberately ignore me). Do business here or don’t. Don’t say I didn’t warn you though. This location is managed HORRIBLY. I tried to call and cancel my reservation on either the 27 or 28 of May (my reservation was from June 7-June 9). They refused to cancel, refused to give me a cancellation number and told me my reservation was non refundable. Of course, the weekend passes and since they refused to cancel my trip, I still get all of the surveys. Of course, I leave a poor review, because that is the experience I had. I receive this email from the manager (?) Mauricio. I think oh maybe someone else will hear me out.. NOPE WRONG. He was the WORST person to speak with. (I am assuming I spoke with Mauricio. I asked for Mauricio and the man who answered immediately asked why I needed him and what this was about in a very off- putting way). Not only would he not listen to me, kept cutting me off on the phone, but still refused a refund. (Very strange how over email they seem so nice and forgiving, but as soon as you get someone on the phone here, they have no empathy.) Yes - I did get irritated with the man but I was never rude or cursed at this man. He refused to listen to me, set the phone down while I was talking to ignore me. Instead of setting the phone down, he could’ve listen to me explain the scenario but in turn, all he could ask is what is my cancellation number. Well sir, I don’t have one because your team refused to give me one. Not only did he scold me for not having a cancellation number, he also proceeded to scold me about leaving him a poor review after not staying here. I’m sorry but does this experience not count? I cannot be the only person this has happened to. Just because I did not get to sleep in a bed on the property does not mean I didn't get an experience from this place. Unfortunately, a BAD experience. My experience and take away here is - Mauricio has no morals, ethics, proper business management or interpersonal skills. MY EXPERIENCE with making a reservation and then trying to cancel it was horrendous and I would never suggest anyone to waste their time or hard earned money at this best western or...

This hotel deserves ZERO stars! When we first arrived at the hotel, we had to double check that we were at the right hotel! It was so run down that it did not look like anything like the pictures: horrible and unsafe neighborhood, busted windows (or could be peeled plastic from tinted windows), etc. When we walked in the hotel lobby there was an odor. We hoped the rooms were going to be better. We checked in the hotel, went to our rooms, and they were disgusting. Our room had black stains on the bed sheets (appeared on both beds) and there were hair follicles on the bed as well. The odor was worst than the lobby. We felt very disappointed and overwhelmed with disgust. I walked down to the lobby to speak with the gentleman that checked us in. His name was Mark Savage. When I spoke with Mark, I told him the condition of the room and that we wanted a cancellation. Mark said he would go ahead and check us out. I asked him if we could have a FULL refund and he said yes. I told him my family was also staying in this hotel and I asked if they could have a FULL refund as well. Mark also said yes. I went back to the hotel room to grab our luggage and I started the process of reserving rooms at a different hotel instead. When I was done, I headed back to the service desk to complete our check out and Mark Savage said that he COULD NOT offer us a FULL refund and that we had to at least pay one night. I called him out and said, "You said we could have a full refund." Mark said that he spoke with his manager and that he cannot do that. He said it is a new policy. I asked him if he told his manager that he already promised us a full refund and Mark said it doesn't matter. My husband (Michael Hall) then called him out on it and Mark said "Well..I never put it in writing...." Mark Savage was extremely unprofessional and you could tell he was getting defensive and snappy. We left having to pay for the one night. We were robbed of our family vacation.

Save your money people! Don't go here. Go to another hotel instead. We ended up going to Ramada on International Drive. This Best Western location needs to learn from the Ramada Hotel and take notes on how to run a professional and clean hotel....

Hotel was booked several days in advance- king bed, non-smoking with patio. We arrived at 4:30pm, and repeatedly had to go over what we had booked, and they still got it wrong. The keys initially didn't work, then after going to the front desk again, got into a room that was very dusty (towels, soaps, tv- all coated) and dead bugs on the floor. At least they weren't roaches. Room smelled faintly smokey, no patio. At 10:30pm, I went out to the car to get another bag, and my husband (in bed) heard the door open, and another man and woman were given keys to our room. When I went to go back into the room, my key no longer worked. Thankfully hubby let me in and told what happened. At 11:15 the front desk called to verify we were in the room- yes.. and to have us bring keys to be re-keyed. I went to front desk, man was very apologetic, said the room was in system as vacant, it wasn't the one we reserved, and it did not have the late checkout we had requested. Following am, you have to go to front desk for a voucher for breakfast. My key didn't work again. Went back to room and went back to sleep. Housekeeping knocked on door around 11ish (even with late check out, and sign on door). 11:30 to get food. Locked out again, housekeeper refused to let us in and maintenance man as well. Went to front AGAIN, and different lady didn't see late checkout and was very rude that we needed to leave keys when we checked out. Checked out just before 1. Was going to drop keys in drive through window and was rudely waved in to deliver inside.

*Update: hotel claims they have no reservation of my staying there 😂. Did not honor AARP nor Best Western...