I have a hard time writing this review. We recently stayed in Orlando at Springhill Suites Orlando at SeaWorld. We are Marriott gold members and my husband and I stayed for 10 nights on rewards points. We were in Orlando to visit WDW and enjoy a long vacation. The hotel itself is very clean & very new. The décor was great and the lobby area very nice.Housekeeping was wonderful and each day our room was spotless. We enjoyed the breakfast buffet, and even during crowded times, thought it was a great benefit of the hotel. The pool area was smaller, but very nice - never too crowded for us. The rooms were pretty spacious which was very nice for a longer stay. There was a Buffalo Wild Wings & TGI Fridays basically in the same parking lot as the hotel. We loved the fact that Fridays would deliver and let you charge food to your room. So overall the hotel in itself was great & if I was just basing my review on that it would have received 5 stars.
Unfortunately, in our opinion the staff (excluding housekeeping which was wonderful) was not properly trained in guest services. There were multiple occasions where we received very unkind treatment from the staff. Sometimes when asking a question almost sarcastic answers were received by staff. We had a rental car but wanted to take a taxi to EPCOT center, so while checking in during the day we asked about how much it would be for a taxi to WDW or do they offer shuttles? We were told no shuttles and the taxi "would be about $100". In reality there is a shuttle you can purchase tickets for & a taxi was $35. Why we got the answer we did is beyond me. In another instance, before checking out we wanted to call down to make sure everything was settled and that we did not need to stop by the front desk before checking out (lugging around 10 days of luggage is not fun for anyone) I called the front desk multiple times and was hung up on so we decided to just go ahead and lug our stuff to the front desk. The girl at the counter seemed very annoyed and when I commented that we tried to call down she remarked that maybe I didn't know how to use a phone. Little interactions like this with the staff were pretty common.
My husband did respond to a survey about our stay about two weeks ago and so far we have not been contacted by the hotel. This is why I struggled so much with writing this review. I may have given a little more credit to the hotel if I realized that they valued the opinions & comments of the people staying there & were working to change this sort of behavior. This apparently is not the case with Springhill Suites at SeaWorld.
To sum it all up if you just want a nice, clean, new hotel in the area this hotel will work for you, but you need to be willing to dismiss the behavior of the staff. Some people may be okay with this. I on the other hand would prefer to stay at a place that I feel like a welcome guest and at Springhill Suites Orlando at SeaWorld I did not.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review and for taking the time to provide feedback. Please accept my sincere apology that we let you down during your recent stay at our hotel. We pride ourselves on service excellence and it was disappointing that we did not provide the service that you have come to expect with our brand. I truly appreciate your feedback as it will help our management team continue to improve and strive towards providing great service every stay. Your comments have been shared with our leadership team members so we can look for further opportunity and to address the specific feedback you provided.
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If you are ever in our area again, please don’t hesitate to reach out to me directly so that we can be sure to show you what great service we can provide. I hope you will consider giving us another opportunity to serve you in the future here at the Fairfield Inn and Suites Orlando at SeaWorld.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.