2/10 Terrible
Lord Anthony
Sep 21, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We are disabled travellers from the UK
We were due to stay at this hotel
We travelled over to Orlando and arrived only to be let down with our assistance which meant we couldn't take the trip to Miami - I contacted hotels.com immediately to let them know and tried to cancel the booking - we were giving 48 hours notice so couldn't see the problem
I was told that I needed to have cancelled before midnight on the day before we arrived to avoid charges. We couldn't have cancelled then even if we'd known we couldn't go because we were travelling from England that day/night. I explained the extenuating circumstances and how it was impossible for us to get there without assistance due to our health issues and they agreed to contact the hotel
They told me the hotel didn't care and they have since taken full payment for the room even though we gave plenty of notice
I didn't stay here so can't say what the accomodation was like but I am disgusted by the management and their treatment of us as disabled travellers. Had we not given them any notice of cancellation I might be able to understand, but to blatantly disregard our needs and hold us to the letter is cruel and insensitive, hence the scathing review
Lord Anthony
Stayed 1 night in Sep 2024