Hampton Inn & Suites Orlando Airport @ Gateway Village
🏨 Hotels & Travel · Orlando
total experiences
replied on google
Most reported issues
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Experiences
The hotel room contained black mold.
Business reply on Google
Thank you for updating your review, Sharonza. We sincerely apologize for the condition you encountered in your room and understand your concern and disappointment. We are grateful that you brought the issue to our attention and appreciate the opportunity to address it. Our team takes great pride in maintaining a clean and comfortable environment for our guests, so we were equally concerned when this was brought to our attention. We’re pleased that our Manager on Duty and Housekeeping Supervisor were able to respond quickly and resolve the situation to your satisfaction. Thank you for recognizing their efforts and for acknowledging the care they showed in addressing your concerns. We appreciate your feedback and hope to have the opportunity to provide you with a seamless experience on a future visit.
Presence of bedbugs and fleas in multiple hotel rooms
Front desk staff was unprofessional and unhelpful regarding a location mix-up.
Business reply on Google
Hello Alisa - We regret to learn that this experience does not reflect the level of service that we are known for. We'll be sure to share your comments with our team and use them as a training opportunity. Please reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. We value your loyalty as a Hilton Diamond member, and we hope you give us another chance in the future.
Staff entered room, failed to provide points, and medication went missing.
Business reply on Google
Hello, thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience, as this is not the level of service we strive to provide. Please accept my sincere apologies regarding the room entry while your Do Not Disturb sign was displayed. We are addressing this directly with our team to ensure it does not happen again. Additionally, your comments regarding the condition of the room and concerns with missing items have been shared with our housekeeping team for immediate review and corrective action. Cleanliness and guest comfort are extremely important to us, and we take concerns like this very seriously. We truly regret that your stay did not meet expectations and appreciate you bringing these matters to our attention so we can improve. Sincerely, Zelena Maldonado
Broken cable, noisy shower, and unexpected parking fees.
Business reply on Google
Hi Craig, thank you for sharing your feedback. We're sorry to hear about the issues you experienced. We strive to provide value and comfort to all our guests, and we regret that we fell short during your stay. Please contact us at https://help.hilton.com/s/contactsupport or (407) 857-2830 to discuss your experience further. We appreciate your input and hope to have the opportunity to improve your impression of Hampton Inn & Suites Orlando.
Long shuttle wait times and discriminatory service from the driver.
Poor shuttle service and delayed room availability at check-in.
Business reply on Google
Thank you for sharing your feedback, Cindy. We’re sorry to hear about the challenges you experienced with our shuttle service and appreciate you bringing this to our attention. We’ll review our transportation process to improve communication and efficiency. We hope you’ll consider staying with us again so we can provide a smoother and more enjoyable experience.
Staff member was rude and unhelpful regarding lost keys
hotel failed to assist with recovery of left behind personal items
Business reply on Google
Hello, PT Liz. Thank you for taking the time to share your experience. We're truly sorry to hear about the frustration you faced while trying to locate your lost item. We understand how upsetting this situation must have been and regret that your experience did not meet your expectations. Please know that we take all guest concerns seriously and made every effort to assist through the appropriate channels. We appreciate your feedback and will continue working to improve our communication and support processes.
Inconsistent guest treatment and unprofessional staff behavior observed during stay.
Business reply on Google
Hello, Eliza. Thank you for sharing your experience, and we sincerely apologize for the shortcomings you encountered during your stay. We are truly sorry for the lack of attention and professionalism you described, as well as the discomfort caused by the issues with communication, breakfast, and staff behavior. This is not the standard we aim to provide, and we will address these concerns with our team immediately to ensure this doesn't happen again. We value all our guests and are committed to creating a welcoming and respectful environment for everyone. Thank you for bringing this to our attention, and we hope you will give us another opportunity to provide a better experience in the future.
damaged carpeting creates trip hazards and poor communication from front desk
Business reply on Google
Thank you for your feedback. Ms. Montgomery we're sorry to hear that your experience did not meet your expectations. We would appreciate the opportunity to understand what went wrong and how we can improve. Please contact us directly at [your contact information] to discuss your stay in more detail. We hope to have the chance to make things right and provide you with a better experience in the future.
Hotel failed to process a refund for an unused night.
Business reply on Google
Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience you’ve experienced. I understand how frustrating it must be to wait for a refund, especially after you were promised one. Regarding your situation, I want to clarify that the refund process for Hilton's Advanced Purchase reservations is generally handled directly by Hilton. However, as a courtesy to you, we initiated the refund process on your behalf. While we were able to successfully process the refund for one of your rooms, it seems that the second refund encountered an unexpected delay. Please rest assured that we have escalated this issue with Hilton and have confirmed that both refunds have now been processed. You should see the refund for the second room reflected on your account within the next few days. Once again, I apologize for the delay and any inconvenience it may have caused during your stay. If there’s anything else we can do to assist you, please don't hesitate to reach out.
Hotel overbooked and failed to honor a confirmed reservation
Business reply on Google
Hi Sashank, we apologize for the inconvenience you faced during check-in. For further assistance with your reservation, please contact our support team at https://help.hilton.com/s/contactsupport or (407) 857-2830. Your feedback is valuable to us, and we are looking into the issue. We appreciate your understanding and hope to have the opportunity to welcome you back for a better experience.
Hotel shuttle lost luggage, long wait times, and filthy room conditions.
Business reply on Google
We're sorry to hear you had such a negative experience at our property, Walter Hood. We take customer service seriously and always want to ensure the cleanliness of all our rooms. Please contact us at https://help.hilton.com/s/contactsupport or call our team at (407) 857-2830 so we can look into this further and follow up with you.
Hotel overbooked and failed to honor a guaranteed reservation.
Business reply on Google
Dear Don, thank you for your review and feedback. Please accept our sincere apologies for the inconvenience we cased you with with relocating you to another property. Please give us a call at your convenience and we will make sure to compensate you accordingly for this unfortunate situation. Please ask for manager on duty. Again, we apologize and looking forward to your phone call. Our phone number is 407-857-2830.
The hotel room and pool area were not properly cleaned.
Business reply on Google
Dear Heather, thank you very much for your review and your feedback about your experiences here at the Hampton Inn and Suites Orlando Airport. Please accept our sincere apologies for the inconveniences we caused you with your stay. Every issue you mentioned had been followed up on and we are confident that the systems have been reinforced to ensure that we do not repeat the same experience you had again. Please give us a call at your convenience as we were unable to locate your email address to follow up with you directly. Our phone number is 407-857-2830. Again, thank you very much for your feedback and we hope you will give us another chance in the future.
Venue capacity reduced one week before the scheduled event.
Business reply on Google
Dear Nessa, I am very sorry to hear, we were unable to accommodate your banquet reservation. According to the original banquet order, the reservation was made for 50 people. On November 24th, 2020, we received a request for the number of people to be changed to 95. Unfortunately due to the Covid -19 and in accordance with Health Department Guidelines, we have to make sure all the Covid - 19 safety protocols are implemented. Due to that fact, we were not able to to accommodate this request. Again, I am very sorry for this unfortunate turn of events and we truly hope you will give us another chance in the future. Please give us a call if you would like our assistance in finding another venue for you or if have any additional questions/concerns. Gina Fedotova General Manager
Staff were distracted and interrupted the late check-out.
Business reply on Google
Thank you for staying with us and leaving this review. I apologize the check in wasn't as professional as it should have been. I will share this review with the team so we can improve. Thank you for your business and the feedback.
excessive shuttle wait time and dishonest driver behavior
Business reply on Google
I want to first thank you for your business and leaving feedback on your stay. I sincerely apologize on how we handled picking you up and communicating to you with this process. I will take your feedback and use for further training with our team. Thank you again.
Staff denied amenities and evicted guest with children without cause
Business reply on Google
We apologize you didn't agree with the management decision but hope you have a Happy Holiday! Thank you.