I've stayed at this location many times over the years and really liked it. I always used to refer people here. I do feel there are still some positives. But the last two visits were quite disappointing.
The good:
Always friendly, polite employees. A terrific breakfast - nice selection, good tasting. A very hard-working, friendly breakfast staff and housekeeping staff, ready with a smile and offer to help with whatever you need. Very clean property and a great location, close to parks. Priced at a good value.
The bad:
Both times we've experienced fairly serious problems with our room - each time we politely reported them promptly, hoping they could be fixed and we were pretty much ignored... nothing changed during our stay.
I've filled out several glowing post-stay surveys for this property in previous years, but the last two were honest recounts - a mix of the good things and the problems we experienced. All I received for my effort was an annoying canned form letter - basically a version of "sorry your visit didn't meet your expectations - thank you for your feedback". Two years, two stays: exactly the same form letter - lol. I think corporate provides them with a written template and managers just hit “send”.
So what were the problems?
1. Last year: room reeked of smoke and mildew. Asked if they could clean/air it out...they said they'd send someone up. Nothing changed. Resort was booked – no other comparable rooms. We were only staying 2 days, so we put up with it, but given that one of us has asthma, wasn't the healthiest or most pleasant stay.
2. This year, very loud AC every time it turned on or off - it literally kept us up the entire first night. We did not experience this in past rooms. We reported it the next morning and the front desk woman promised to send a maintenance guy to fix - we were out of the room all day/evening, so plenty of time.
I know the issue is fixable, because we experienced a similar AC problem at another Best Western with the same old-school style floor units. That staff was terrific! The maintenance guy had it fixed in 1 hour – whisper quiet afterwards. He said he knew just what the problem was and explained that these were old units that must be changed out periodically.
It was a different story at this Orlando property: I'm not even sure anyone even bothered to check the unit out, because nothing changed. Three nights of loud on/off AC - really screwed up our sleep.
During the same stay, bathroom door squeaked loudly - if one person had to use bathroom, would wake the other up. We also asked if that could be looked at. They promised but never did. My husband ended up fixing it himself.
Unfortunately, we're easygoing and too nice sometimes: we don't like to make a scene...so we usually aren't treated as well as people who yell and scream at the staff until the problem is fixed. I don't feel these were minor/picky things. The canned letter from the manager disappointed me more.
This hotel can do much better and has before. less