The wife ( 4th visit ) & 3 other women (relatives, 1st visit, on our recomendation) stayed in a room here during september 2012,staying 6 nights. the standard was as expected and previously experienced at this location, the room was clean & spacious,The breakfast is top notch and plentiful and fresh, the shuttle bus is consistent in both the airport collection and trips to local restaurants, the driver was very courteous. The managers reception ( like almost all embassy suites) runs for 2 hours and there are usually some light snacks and free drink for that period, this is really a plus if you like a beer / cocktail after a days shopping!!
This trip however we did encounter a problem, there were several drinks on the table (4 of us) and a member of staff passed comment on the amount of drink on the table being excessive (not in those terms though) and in a loud enough voice for other guests to hear and stare over.
Now wewouldn't consider the amount excessive, but then again everyone is different, anyway the wife got awful embarrassed about this and this caused the mood of the party to subside and in turn did have a detramental affect on the rest of the stay (especially during the managers reception) and did not bode well with the other 3 guests whom we had convinced there was no better hotel to stay in when in Orlando.
The matter was reportedto the manager (Janet) and in fairness to her she was very apologetic and promised to take the matter up with the staff member concerned, she also made a small gesture and felt that was the end of the matter, sadly my wife as rather upset about the whole incident and felt that the response was inadequate and derisory,however she didn't want to be seen as nagging so made no further complaint to the manager, I however was not so easily put off and I rang the manager toexplain to her the true feelings of my wife and the embarrassment she was feeling which made the following 4 nights uneasy ( at the managers reception) for her, once again the Manager was very approachable and listened to my concerns,she informed me how she had advised the staff member concerned of the issue and how better to deal with any similar situations, she (Janet) was 100% positive in our conversation and also made a good will gesture,I have to say that the issue, had it been left unresolved would of prevented us ever returning to the hotel, it's not like there is no choice in the area!,
however due to the professional manner in which the manager dealt with the issue, we will be returning, so in a nutshell, this is the only time we ever had an issue and it was resolved quickly and professionally by the manager, I / we shall continue to recommend the Embassy suites Orlando Airport to anyone we know going to Orlando.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.