First the good; the hotel is immaculately clean and attractive. This is my only reason to give it 2 stars. The rest of my experience was not good!
I was in charge of booking this hotel for a group of 26 people. A room list was sent and I reconfirmed several times prior to our arrival. One of the guests who was booked for 2 nights was told upon checkin that they did not have a room for him the first night. This was much to my dismay as I had included him for 2 nights on the roomlist. He ended up sharing a room with another person in the group the first night.
Several people in the group called ahead of time to request an early checkin. They were told that they could not be accommdated. However, upon arrival they found out that others just came by early to check in and were able to do so. I guess the answer here is; just do it, don't ask.
We had a very early appointment the first morning, which necessitated leaving the hotel at 5am. I specifically asked the hotel prior to arrival if we could have "to go" breakfast bags ready in the lobby by 5am. I was told the kitchen person does not arrive that early but that they would prepare them the day before. They then asked me to send an email requesting this and also mention this when I checked in. I did both. That morning there were no "to go" bags.
That same morning I attempted to take a shower at 4:30am. The shower faucet did not work, but after some playing around with it I was able to get the water to turn on. However, I could not get it to turn off. I informed the staff that morning at 5am and was informed that as soon as their maintenance person came in they would have it fixed. I came back at 12:30pm. My room had been made up, however the water was still running in the bathtub! Apparently this did not bother the housekeeping staff. When I approched the front desk they acted like they had never been told about the problem. Eventually it was fixed that afternoon.
When I reserved the rooms I sent my Hilton Honors number to the hotel general manager. A week after my stay, I checked my Hilton Honors account. My stay was not credited as they did not input my HH number. Not only that but they also would not give me Hilton Honor event planner points which I have gotten at other Hiton properties when reserving blocks of rooms for business.
At all times the staff was very polite and friendly, however, it almost seemed artificial. I get the feeling that top management is more interested in making a profit than attending to the needs of his customers. Don't get me wrong, I understand making a profit, however, sometimes focusing on the customer and understanding their needs will bring you much more in return.
Needless to say, I will not be using this hotel in the future. I think that I will stay at the Embassy Suites up the road in Altamonte Springs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.