“Stressful Vacation”

I booked this room 5 days in advance to my family of three young children, myself and my disabled mother who is on oxygen 24/7. I asked while booking that the room be on a lower level as its hard for my mother to walk for long periods at a time. Upon arriving, we were earlier than our reservation, … Mehr

I booked this room 5 days in advance to my family of three young children, myself and my disabled mother who is on oxygen 24/7. I asked while booking that the room be on a lower level as its hard for my mother to walk for long periods at a time. Upon arriving, we were earlier than our reservation, by an hour and a half. They said there was only one room clean...in this giant hotel? BUT it was an upgrade. This hotel is huge, they have a covered pool which was very nice but the rooms beside them are so many, ours was right in the middle. had to go back and forth, walking over a mile to bring our luggage and groceries in, and help my mom to the room, all while dealing with a two year old and two young children. The "upgrade" was actually a downgrade as it was mixed between two smoking rooms, and we had to pass smokers on the way to the room. Also the covered pool plays music from early in the morning to midnight sometimes later on the weekends. We were here to relax and have fun but our hotel made that impossible. I tried calling the front desk several times and no one answered. The only good part was the room, it was clean however they did not come to clean it for the entire 4 days we were there or bring towels, trash bags, take the trash or anything. Normally we would not mind to do that ourselves but because of Covid daily cleaning is necessary to prevent the spreading. We are a big fan of the Kissimmee area of Orlando and the property with the nature park as gorgeous but the bad experience with service, the rooms and our needs being completely ignore cannot be forgotten.

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