You get what you pay for
My family and I arrived and checked in to the hotel at 3:30pm, dropped our personal belongings, and quickly left to enjoy the parks. The room we were originally assigned, was entered without our knowl... more
My family and I arrived and checked in to the hotel at 3:30pm, dropped our personal belongings, and quickly left to enjoy the parks. The room we were originally assigned, was entered without our knowledge, due to a leak in the room. They proceeded to air dry the room. We got back to the hotel around 10:30pm, there was no notice on our door, but our key cards were disabled. With our two tired kids, one who was asleep on our shoulder, we had to go downstairs and we were informed of the situation, and reissued keys. We went back to the room but there was a strong odor, so we were switched rooms. The 2nd room had the same odor, possibly worse, the AC unit was very loud, and unfortunately we thought we were getting two queen beds instead of two full sized beds. Another observance, the floor throughout the hotel (including elevator), was sticky and dirty, if it wasn't so late, and the fact that we were with two exhausted children, my husband and I would have left the hotel. The staff was very friendly but there is no amount of friendliness that could fix how uncomfortable we slept. We would not recommend anyone visiting this hotel. less
Jennifer_Vaz, Director of Sales at Best Western Orlando Gateway Hotel, responded to this review
Thank you for completing the survey regarding your visit with us.
On behalf of our entire team, I would like to first thank you for your business and apologize for not exceeding your expectations. I must be honest, I wish your survey was to inform us of a phenomenal visit; however, it is still a gold nugget, as it gives us the opportunity to examine processes related to service failure. We understand customers are the most vital component to our hotel and we strive to exceed our guest’s expectations daily. After reading the description of your experience, I would be unhappy too. We understand how frustrating it can be when something we believe is simple turns out differently. We work hard to hire honest people, with a caring attitude and implement standard policies to protect our guests and associates alike.
Again, please accept our sincere apologies for not doing that for you and for the difficulties your encountered during and after your stay. I hope you will consider staying with us again.