General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating1618 reviews
Great Accommodations, Extremely Poor Handling of Delicate Situation
We arrived on a Thursday, rather early and were met with the friendliest staff. The person that checked us in what an absolute gem and I appreciate meeting them. The room, a handicapped accessible room on the 6th floor, was spacious and well-appointed. It smelled fresh and the bedding was comfortable. No complaints there. We were booked in for four nights. On the second day I was advised my card for incidentals (it's $50/day) had dropped out of the system. I was advised there was no rush, and to handle it before we checked out. I took that literally, and put it on the to-do list, behind caring for my paraplegic daughter experiencing a horrific pain day, and running a small business remotely on a Friday afternoon. Saturday, the desk called again to remind me of the card. It had slipped my mind, and I acknowledged it was my mistake, however, my son was at Disney World hanging with friends with the card needed. I advised staff of this and was told that was fine. Yet, sometime after 9:30 PM EST (unsure of exact time as I had dozed off after being up over 24 hours caring for my daughter) the manager knocked at my door with security to ask for a card. I reiterated that I did not have the card on me, but as soon as my son returned I would handle it. The manager was gracious and told me to come back the next day during her shift, after 3 PM EST, to handle it so I could get some rest. I am grateful, because I was tired. Little did I know, I would need all that rest and energy for Sunday... Sunday, at 6:30 AM the fire alarm blared and we had to evacuate. As the elevators didn't work, I had to fireman carry my paralyzed daughter down 6 flights of stairs on my own. There was no real emergency, but I was able to safely evacuate her, so I am thankful and applaud them for their well-performing alarm system. That said, the jostling of going down all the stairs at top speed (we didn't know if it was real at the time, so I was going as fast as possible) severly impacted my daughter, requiring I take her into ED for pain management and nervous system regulation. We left before 3, so I called the desk and advised them I was out of the building and would resolve the card issue once I returned. I did not mention my location. Staff was kind and stated they would advise the manager that I called. A few hours later, I get a call from the front desk about the card. Once again, I advised I was out of the building and had already called. This time I shared that we were in the hospital and it was taking longer to get discharged because my daughter's care can sometimes be complicated. What can I say; she has a rare neurological autoimmune disease. The staff member acknowledged the special situation, said she would note the account, and wished my daughter well. Not two hours later, I get another call from the hotel, this time from my teenaged daughter, hysterical, crying, and panicking, because the manager was at the door with "the police." She said they wouldn't let her close the door and needed to hear from me. That had heard from me. All. Day! Please note, this was a prepaid reservation, and all of this is for a security DEPOSIT hold, on a card that ALREADY HAS A HOLD, according to my internet banking! I called the manager back and shared my distaste for how this was handled, including my petrified child I could not comfort, because I was still at ED. She replied that because they've been waiting 3 days, she wanted to verify what my children were saying was true! It's not my fault the system didn't keep the card, yet I was made to feel like I it was. She made it seem like I was running from my responsibility, but I swiped the card before I got a keycard. What motivation would I have to make someone feel they needed to chase me down with armed enforcement officers? It was a bit insulting, but most of all, infuriating that I had been communicative and even overshared a bit so this wouldn't happen, and it Still. Did. To sum it up, on Sunday my children woke up traumatically to an alarm, worried all day as their sister sits in yet another hospital bed, and then get re-traumatized when staff shows up "in force" for an incidentals hold? BTW, it wasn't police, according to management. It was security. My other daughter said it looked like police because they had guns in their holsters. But again, why?! I can accept that I should've handled it Friday. Although I was under the impression it wasn't urgent, I should've acted urgently, and I didn't. I put it low on the priority list and it slipped my mind, leading to my giving the card to my son for his own theme park incidentals. However, everything after has been handled poorly and has left an extremely bad taste in my mouth and the mouths of my children. My daughter texted me "Please hurry back. I know you can't rush really but I just so scared. What if they come back? why did they come with security that looked like cops? i don't like hotels anymore". I'm in a hospital room, blubbering tears because my kid is in uncontrollable physical pain that I can't help, and now my other children (teens, but still) are in emotional pain and fear. Feeling insecure and I can't help them! Not OK. I left them where I thought they would be safe. I am beyond disappointed. And after traveling nearly full-time for nearly 3 years, and staying in tons of incredible establishments (as well as some less-than-ideal places), this is the first time I've felt truly compelled to leave such a raw and vulnerable review. And it was my daughter's text that did it. No one should ever have to feel like that, and as a family-friendly establishment that is handicapped accessible, it might be worth noting how you could possibly (though not likely, since our situation is very unique) be treated. But, it's not about the situation, it's about how people are made to feel. I feel angy. My children feel scared and turned off to hotels. Springhill Suites did that.
Nice staff, but dirty and poorly maintained!
We frequent and enjoy staying at Springhill suites, and while the front desk staff here was great and very friendly and helpful, the hotel was dirty and poorly maintained! The bed in our first room reaked of pee so badly you could smell it when we walked in and it went through onto the sheets and blankets too. The pull out was very uncomfortable too. They kindly gave us another room. The floors in the halls and rooms looked noticeably unvacuumed, our bathtub wouldnt drain, I dont know what gross thing was on my towel, and our neighbor was angrily complaining at the desk that her shampoo bottle was empty and the toilet wouldnt stop running. It felt very unsettling to wonder what else wasn't clean that we didnt know about. Too bad, because its a great location and is a well done hotel, but I will never stay here again, and hope this is not a trend for other springhill suites!
Let me start by saying that I was here for convention at OCCC. I have been to Orlando on numerous occasions over the past 18 years business and family travel. Positives: staff friendly, location great for OCCC and/or SeaWorld. Separate room for toilet from shower maximizing space if more than 1-2 people in room. Small dorm fridge and microwave provided. Generic hotel single cup coffee pot - NOT keurig. Must use their packets. Decent space for a studio room since I like to work out in room. A few different restaurants within easy distance plus CVS. Across international in either direction some additional restaurants. I think you could even walk to SeaWorld and Aquatica from here. Since paying for parking at hotel no need to pay at park too. No airport shuttle so that’s on your own. That leads me to Cons: DIRTY! Rooms are not really cleaned outside linens and towels. Meaning floor dirty, overall cleaning seemed ok. Used wipes to clean off surfaces and let’s just say the wipes were filthy after. Every towel looks worn and dingy and has stains of some sort. Pulled towel out and it had large faded stain - likely blood?! So probably washed and bleached but gross and shouldn’t have made it out of laundry room with good QC. Carpeted floor disgusting. Asked them to vacuum on day two cause I didn’t want to touch it but wanted to work out in my room and all the same crumbs etc still there after service. Started to notice short maybe clipped black hairs on bathroom floor - can only assume on carpet and sticking to my sandals and I am tracking onto tile. So gross - I mean it’s like trimmed beard hair or Pubic hair?! I am thinking they never use a true electric powered vacuum but rather those dumb non powered ones we used back in the 1980s that were useless. So after their cleaning that didn’t clean - they changed all towels. Pull each one out to see how dingy and stained they are, and one has LONG black course hair that is clearly not mine. Others are just dingy and stained. Some were threadbare in spots. Just need some serious QC and better water and wash system. Gym wicked small and really only one person can comfortably lift at a time cause it’s too crowded so picture on website deceiving. If you are claustrophobic just avoid it! They have three treads, elliptical and bike, two benches and some free weights/bar but whole room L shaped so makes it poorly laid out space that you access by going out to pool area. Use key to let yourself in. No cleaning wipes - told staff when I finished my workout day 1 - still empty on day 5 and the place definitely didn’t look cleaned so use at own risk. Also they keep it too hot - like a sauna before you start workout. Pool looked decent but too cold during my stay however based on rest of hotel (I.e. cleanliness of shared spaces, elevators etc) not sure I would trust anyone is managing chlorine and cleanliness. As a titanium elite Marriott member I have stayed in a lot of Marriott brand hotels. Gotta say I have gotten more and more disappointed since just before COVID until now. Cleanliness standards increased a bit during COVID but really only what they SHOULD have been doing all along, but clearly that didn’t last long. There are a bunch of diseases spread by touching contaminated surfaces. So everyone pretends COVID doesn’t exist in Orlando / great. Still a bunch of other gross infectious things that were here before COVID and not going anywhere. So cleaning standards shouldn’t have dramatically improved at height of COVID and most certainly shouldn’t have tapered off as people stopped caring about it. Should have ALWAYS been there and are at heart of hospitality industry. Amenities have gone way downhill - almost not worth it to have status. Never thanked for my status, never offered gifts etc at check in, no better treatment than anyone else. No toiletry items except bar soap in room (haven’t ever been in a hotel where you get no shampoo, conditioner or lotion), no free bottle of water a day in room (which during COVID - now I think hotels too cheap to go back but tap water in Orlando is gross smelling and tasting), cleaning every other day but no points if you opt out (IHG cleans every day at most hotels and gives points if you opt out) - I imagine you can ask at desk but what a crock! And they don’t warn you or ask you at check in. So you won’t know until after check in and you get to your room if you even notice until you go to take a shower and realize they gave you NOTHING. I was an SPG loyal member and I miss it. Marriott is like the Starbucks of hotels. Buy up competitors and bring their standards DOWN. IHG has impressed me more and more over the last few years. Not perfect either but on average they are beating out Marriott brand in same level. While this is not the dirtiest hotel I have been in (sadly there have been worse) this is definitely another Marriott hotel in Orlando I won’t ever use again. Breakfast ok. Coffee and or hot water not offered 24 hrs in lobby; just bleh. Get it - they probably don’t need to care given numbers of travelers coming through Orlando but you still have choices - so choose something else.
Great location and a nice property
This is a well- maintained property that is several years old. Room is clean, and bedding comfortable. Its centrally located in Orlando within walking distance of Sea World. The breakfast buffet was decent. Staff very friendly. An excellent value and I can recommend it both for couples and families.
Our stay was excellent. We book this hotel as a center point to meet with our family from Florida and other states. Very convenient location, breakfast was delicious and customer service beyond expected, thank you Melissa and staff