Overall, the hotel is very good. The cleanliness was on point, and the breakfast was also good. The facilities met our expectations, and our stay was comfortable.
However, I cannot give a five-star rating due to a very disappointing experience with the administrative staff.
My wife accidentally left an Apple Watch at the hotel. We realized this after returning to Orlando and immediately called the hotel. They confirmed that the watch had been found. We kindly asked if they could ship it to us, and after several attempts to communicate, they agreed and requested that we provide a prepaid shipping label, which we promptly did.
Unfortunately, four to five days later, the item has still not been shipped. Even more concerning, when my wife has called to follow up, she has been treated rudely and dismissively. The person who handled the situation, Sherry, the manager, was unprofessional and even hung up on her.
This behavior is unacceptable and reflects very poorly on the hotel’s management. It is disappointing to have such a negative experience after an otherwise pleasant stay.
I hope management takes this matter seriously and improves both their customer service and handling of guests’ belongings.
