My family of 21 people had made reservations 6 months in advance for 6 rooms at this facility and confirmed them the day prior to arrival. When we arrived we were told that we were being transferred to another comparable hotel — with no notification— because the roof of the hotel was damaged in the hurricane 3 months previous and not all of their rooms could be occupied. We were to get one night free and one night would be a reduced rate of $119
The amenities at our chosen hotel were transportation to Disney World, discounted Disney tickets, free breakfast, cocktail hour in the afternoon, suites, microwave, fridge, inside rooms for security, a common area for our family to visit, elevators for transporting strollers etc.
The amenities at our NEW hotel were None of the above. Five people were crowded in one standard hotel room with a rollaway and a choice of using the bathroom or the closet, outside doors, no elevators, unsafe railing, no meals, no transportation, mildewed odor was overpowering, no fridge for baby bottles, rooms throughout a huge complex so no visiting was possible etc. Etc etc
We estimated that cab fare, full price Disney tickets, Breakfast two mornings for 21 people ($15 per meal at the hotel you chose for us), cocktail hour for the adults, a rate of $139 PLUS TAX cost us well over $650.
The Assistant general manager did give us a $350 voucher for dinner excluding the tip which we were responsible for but that did not feed all of us and remember the taxi to take advantage of this. He also offered breakfast each morning but again no transportation.
I did file a claim with the Orlando Better Business Bureau but have had NO RESPONSE from either them or the General Manager of Embassy Suites.
What they did wrong
Changed us with no notice
Story was implausible about the roofing damage since confirmed the day before
Told us the new hotel was comparable and we would have suites - there were not even any suites at the new hotel
Quoted us the wrong price for the new hotel.By the way, online booking of this new hotel was cheaper than the "reduced" rate they gave us.
Apparent lack of knowledge of the conditions that they booked up into
Did not return my phone call till the second day even though told to call if there was a problem.
Never responded to my communication with them after I got home
What they should have done
Given us our reservations as requested or upgraded us to an equal - or nicer - facility with comparable amenities for the same price.
Morale of this story: Don't use Embassy Suites on International Drive in Orlando— you don't know what you will get
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