Let me start by saying this hotel is immaculate. It is the cleanest hotel I have ever stayed at and that's saying a lot. I am a Hilton HHonors diamond member and I stay in a Hilton property nearly every other week for business.
Now for the check-in process. I arrived just after 4PM, which is the stated check-in time. I was not greeted as a HHonors diamond member. After taking my credit card I was informed no rooms were available. Ryan at the front desk seemed quite discombobulated between answering the phone and trying to find a room for me. His coworker offered to help him with the workload and his response was always "Nah, I got it."
After about 7 minutes of trying to find an open room he attempted to contact the housekeeping manager (I believe the name was Marguerite) via radio. No response. Tried again, no response. She finally shows up at the front desk and says she doesn't know if there is a room or not, but there might be one on floors 2 or 5. She looks at the computer for a few minutes and writes a few room numbers down on a post-it note and hands it to Ryan. Finally, they give me my keys and send me to a room on the 2nd floor. The maid is just coming out of the room. The entire process took about 17 minutes with no one in front of me on queue.
The breakfast was good, especially the waffles. The gravy for the biscuits and the eggs were lukewarm though. Coffee was good as well.
I would give this property a better review had it not been for the check-in process. You can't beat the location, airport shuttle, price, and cleanliness of this hotel. The customer service just needs a little improvement. It would have been so easy to say "Sir, it will be just a few more minutes on your room. If you'd care to take a seat in our lounge area we will notify you as soon as a room becomes available." Instead, they made a customer wait around with no real information about how long it would be or what was going on.
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