First and last experience with Best Western, this one rents rooms by the hour....
13/01/2017 Jennifer J, Wiggins, Mississippi
This was our first experience staying with Best Western, and our first experience at Universal Studios. Let me say, we aren't luxury travelers... we appreciate a nice clean room, friendly staff, and ... more
This was our first experience staying with Best Western, and our first experience at Universal Studios. Let me say, we aren't luxury travelers... we appreciate a nice clean room, friendly staff, and hot breakfast, whether it's at the Hilton or the Holiday Inn. When we booked the package through a Universal Travel agent, I checked out the hotel listing on Expedia. At the time it listed free breakfast and shuttle to Universal. I chose this property based on the free breakfast (quite a savings for 4 people). However, upon checking in, we were told they have no free breakfast. That wasn't booked in our "package." Then we find out the free shuttle that runs "every hour" really only runs in the morning and late afternoon, and you have to meet with a representative in the lobby the day PRIOR to riding the shuttle to get a "ticket." So the shuttle does you absolutely no good on your arrival day. We finally gave up on their complicated system and paid for cab fare back and forth... which is essentially what they want you to do I think. So don't be lured by their ads for free breakfast and shuttle service.
When we checked in our room, the carpet was wet and there was very strong mildew smell. They apologized and moved us up to the "VIP floor." We weren't exactly sure what made it VIP except for having to take the absolute farthest elevator from the lobby... the room was exactly the same as the mildew room. When we asked for a late check out we were told we would have to pay by the hour past noon... I have traveled a good bit and have NEVER experienced this policy. Keep in mind this was January and the hotel was nowhere near capacity. I stated to the manager that I never knew Best Western was the kind of establishment that rented rooms by the hour.
The only positives were that the new room was clean and fresh, and the towels were plentiful. The staff was friendly and even seemed a bit embarrassed about the shuttle and breakfast situations... like they knew it was false advertising in a way.
Definitely would not stay here again and would think long and hard before staying with Best Western again. less
Bill J, General Manager at Best Western Orlando Gateway Hotel, responded to this review
I certainly apologize for the confusion you had with your reservation that you booked through Universal Studios. Universal Studios actually provides us with our transportation and I am surprised to find that you were not notified of the bussing schedule that they provide to the hotel. We are a full service hotel with a restaurant and lounge thus we do not offer a free breakfast option.. Many reservations can be booked with breakfast included but it appears as if your reservation did not have that option. Again, my apologies for the confusion as I know it can be difficult to make sure that you have booked what you really want with so many different booking options.
I was pleased to hear that the room was clean and fresh and that our staff was friendly during your stay. Our staff is always there to help should any of our guests have any questions regarding the reservations that they have booked either directly with us or through a third party.
I do hope that you will consider staying with us again in the future should your travels bring you back to the Orlando area.
Bill Jones, CHA