The little things matter - Ideally located but struggling with the small things.
Dec 19, 2022
As a travel agent I always explore a myriad of options when travelling. Whether it be a 5 star business hotel or a large room apartment hotel , each property has a unique client base that would suit.
The IHG group has always been a staple when travelling. Holiday Inn and Suites in particular has been a favourite amongst family travellers who need room to accomodate growing members.
Holiday Inn and Suites by the gate was a perfect trip for this trip offering large rooms within walking location of Universal Citywalk (approx 1.4km)
The property is located across the road from
Universal entrance and is nestle among other hotels offering a similar but slightly more expensive lodgings.
With a TGI downstairs the property also offers breakfasts and a quick dinner option for
Families cruising in and out of the parks.
Our stay was in two adjoining 1 bedroom apartments allowing two teenagers to have space while parents were tucked into their own private room. Although aged considerably the site would have offered us satisfactory enough lodging at a budget to mid rate.
Unfortunately on arrival we were unable to access one of our rooms which had been painted in by maintenance not allowing the door to shut in addition the shower in one apartment had a broken handle (proving it had not been satisfactorily cleaned)
With a midnight arrival we were upset with the standard of the room but chose to follow it up in the morning as we woke.
Further inspection of the rooms in the morning found a handle that had a screw missing in the cupboard, a broken lock in a bathroom and war drone doors not set in tracks.
Although these were all small items they added up to a larger concern. As an experienced traveller I had the ability to work my way through the issues with maintenance, however as a travel agent I spent time at the property assessing how a customer would feel if I booked or recommended they use the space.
When travelling a long distance, most if not all of my customers would expect that an IHG hotel would offer them a level of accomodation where the small things would be taken care of. Unfortunately for now this hotel isn’t quite hitting that standard.
A big thank you to the individual staff members (especially maintenance) who assisted us through our problems.
I am not saying the hotel is a definitive no. It has many positives but until the small things are back up to standard. My recommendation would be to select once of the properties either side. (I toured both and would recommend the doubletree)
Recovery from covid for properties like Holiday inn and suites across from Universal has been difficult. Staff has been short and recovery slow as they find their feet in a covid normal
The same can be said for travel agents who after three years of final fail losses need to plan their clients trips carefully to ensure they are enjoyable and without the risk of encountering things that may frustrate individuals or impact on the enjoyment of a once in a lifetime trip.
I am hoping soon the small things will be fixed at the site allowing agents like me to have the same confidence we used to.
Stay at the Holiday Inn at Disney Springs.
(East Freedom, Pennsylvania)
Dec 12, 2022
My husband and I booked a quick trip down to Florida, and my parents and sister arrived the next day. Little did we know, this hotel was not the place to stay. There were a few pros…
About an 20 min walk to city walk, could walk to the outlets in about 15 min, Starbucks was a 15 min walk, quick place to grab an Uber, pet friendly, and pool seemed to be heated.
Now on to the negative. Only one working elevator (not the worst thing, but very inconvenient.) When we checked in, we assumed the room would be clean and have towels and everything. Walked into no wash clothes, no ice bucket, one roll of toilet paper, and make up stains on the comforter, and the room smells like moth balls. (Mind you we are home now and my whole suitcase smells like this now.) The shower curtain in the bathroom was ripped and stained along with stains in the tub. Overall, the bathroom is super small and was dirty. Our safe in the room worked the first two nights, the second night it malfunctioned and wouldn’t open. Security had to come to our room to open it up for us so we could get our belongings to go out. (This also happened in my parents room the night prior.) The kiddie pool is blocked off for maintenance, so if you have kids and we’re expecting to have that ASK if it’s available to the public. Staff at the hotel weren’t very friendly or nice. (There was one really nice person at the front desk). Any time you asked a question, no one could help you or answer your questions. For example, I asked about a shuttle to and from Universal, (which they are to have and do have) no one could tell me what time it comes and what the pick up times were. I called before booking this hotel to ask if you can get into universal for early admission, on 3 separate occasions I was told yes, turns out you do NOT get early admission. If it wasn’t for a kind human that works at Universal, we would have had to sit and wait 1.5 hours then to enter the park. We stayed at this hotel for early admission and easy access to walking to and from the park, if wanting to stay later meant missing the shuttle. They also told me they had shuttles to take you to Disney parks—THEY DO NOT. Overall, I would never stay here again. Cleanliness and polite staff isn’t much to ask for, being that those are very basic things that could not be met. My recommendation would be to stay at the Holiday Inn at Disney Springs and use their shuttles to and from the Disney parks and just Uber to Universal.
Not a great stay
Dec 10, 2022
Awful experience for Holiday inn brand. Got this hotel with Costco Disney deal . Not worth the money. No Microwave in the room and the refrigerator was not working properly too. The property is unclean and not kept properly.
Horrible Experience at an OK hotel
(Kansas City, Missouri)
Dec 08, 2022
I am a Holiday Inn rewards member and this will be my 5th Holiday Stay in the last year and my 2nd stay at this hotel. I will start with the pros for this hotel. It is a great location, there is a TGIF that is huge and is always able to immediately seat the customers and the food is always great. There is an arcade that my children loved and the pool is simply amazing.
We booked this hotel directly through Holiday Inn. We called the number and pushed the option for reservations. I was quoted approximately $189 per night minus AARP discount put it around $159 per night plus tax. We never received an email confirmation. I called the hotel back to verify that I did have a reservation and was advised that I did, still did not get an email confirmation. I called the hotel the night we were set to arrive to let them know our flight would be late. We would not arrive until 2:00 am the next day. They stated that was fine if I checked in over the phone which I did. When we arrived we were advised that the 2 bedroom/4 bed suite that we requested was no longer available. But as an incentive we could have 2 connecting rooms which would give us an additional living space.
We found out later that morning that we had a horrible ant problem on one of the bathroom sinks, none of the plugs worked on the lamps and there was a huge hole in our blanket. One of the bathroom door locks was completely missing and all of the lampshades were cracked. I went by the front desk and advised of the ant situation and they stated they would have someone come spray. My husband also stopped by and requested a new blanket. When we came back from the parks that night the ants were still there and the blanket. I called the front desk for 30 minutes. No answer. My husband finally went down there and the front desk attendant was playing with his phone with ear buds on (That’s why he didn’t hear the phone ring). He stated he would send someone to spray and a new blanket. An hour later nothing. I called back to the front desk and the new guy stated that he would bring the blanket himself which he did but there was no one there late at night to deal with the ants.
The next morning I went to the front desk and spoke with the “stand in “ manager and she stated that they would move us to a different room. But it couldn’t be 2 connecting room. So now they have to take my incentive away. I told her if they could just come spray we would be fine. They did finally send someone to come spray.
When we checked out I requested a copy of the bill which showed that we were charged double for some of the days. I called the hotel management and left messages no response. I submitted a complaint and a lady called me to discuss my case after talking for quite a while she stated that it looked as if they owed me $300 because we were never told that the rate for some of the nights doubled. After we came to this agreement the call was disconnected. The following night another lady called to discuss my case she was extremely rude. She stated that my problem is that I booked through central processing instead of the hotel front desk. I don’t even know what that means I called Holiday Inn and booked a room I didn’t even know booking through the front desk was an option. She kept overtalking me was very disrespectful and when I asked her name she hung up in my face. Prior to her disconnecting I asked for a call from her superior which never happened.
This has been a complete nightmare. I thought I would at least get decent customer service being a rewards member but that has not been the case. I checked out the hotel November 18th and still have not heard from management .
Stay somewhere else
Dec 04, 2022
For a hotel with such a good location, the property is far from great. The desk agent barely spoke during interaction and I had to ask where to park and which door to enter to get to room. Hair in bathroom on floor and in tub upon arrival. A roach (not a palmetto or water bug)also scurried across the floor on morning of departure. Doors were all marked up and need to be replaced or at least painted. Housekeeping knocked on door at 8am sharp to see if we were gone. Hotel has 3 elevators with only one working and therefore long waits for upper floors. One of the non working ones has florida dept of regulation sticker dated June deeming it unsafe. Unacceptable! Put a little effort and attention to this property so it is reflective of a good holiday inn product.