Horrible experience , don't know where to start from.
Made reservation for our anniversary trip as wanted to spend little money at hotel room to spend more in Disney. Hotel looked good in choice hotels pictures so made reservations for 3 nights. During check in, the gentleman at front desk was very pleasant and helpful. He gave us room and told bailout breakfast hours. Lobby appeared nice so we assumed that room will be good to ( don't judge a book by its cover!!) . We did not went in room first and decided to take a walk at universal city walk and come back and get settled in room later. So, later when we came back with all luggage in hands and as soon as we stepped in room, there was a lizard right above us on the wall. we stepped right back out. We reached at front desk to ask if we can get another room or if some one check new room before we get one. Front desk associate was no where to be found. Looked every where and saw some one in white shirt with no uniform or name tag but he put his cigarette aside and gave us a look as if we really interpreted his smoke and came in he was different man from one who checked us in. He did not smiled or greeted but asked"YES". I said softly keeping in mind that there were other guests in lobby and did not want hotel to loose and potential guest that there is lizard in room, he asked "May I see your Id" . ID??? I was confused ,I checked in with an ID so what has my ID to do with lizard in room. I showed him ID and asked him if we can have another room and while I was talking he told me" HOLD ON". Hold on??? we are standing in lobby with luggage in out hands. Then he asked " SO YOU WANT TO CHECK OUT". Crazy... I am here asking for different room I asked him should not you be apologizing and offering us different room?? He said " USUALLY PEOPLE CHECK OUT" that means it happens all the time that ???? I was really upset now and my husband was furious too " remember, its our anniversary today."
I went on line in lobby and made reservation for Marriott Spring Hill Suites. Went to front desk gentleman again and told him that we were willing to check out and need a receipt that nothing has been charged to us, he said " I WILL CHARGE YOU FOR ONE NIGHT" Hunnnnnnnnnnnn!!!!!!! for what?? I asked him what do not you send some one and check that we have not even used the room we went in and out and you have God knows how many Lizards in rooms but one for sure so charge us for what, or if we are getting penalised for making a mistake of making reservation in your hotel , getting insulted and no apologise what so ever. I asked for Manager then he responded " ITS JUST ME HERE< MANAGER WILL NOT BE AVAILABLE TILL TOMORROW, I WILL CERTAINLY CHARGE YOU FOR ONE NIGHT AND I DID SENT SOME ONE TO CHECK YOUR ROOM> ITS CLEAN AND THERE IS A LIZARD IN ROOMS. I GAVE YOU OPTION !) MINUTES AGO TO CHECK OUT BUT YOU DID NOT GAVE ME AN ANSWER THEN SO I WILL CHARGE YOU KNOW." This was hike of humiliation, we were in lobby for 10 minutes make another arrangement for room and since we are 10 minutes late to check out you will charge us. We told him that you are very bad person and making our day worse day ever, you give us a "0" amount receipt or we need to call some one for help. He said' CALL ANY ONE, I DO NOT CARE."
While I was on phone with 911 operator to ask for some one to help, he called some one too. Before police arrives, a gently man came to us and said he was manager ( I wonder now suddenly manager is available, after all this humiliation) We explained him everything , he apologised as soon as police came in he agreed to check us out with no charges. We left and went to other hotel it was great there, beautiful clean room and friendly staff.
Please do not stay there they make make your trip worst trip ever. Manager promised to take action on that man internally and requested to not to complain at corporate level. I promised him so I wont but you all must know, what happened do not stay there its really bad..........
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
3 January 2012
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Thank you for taking the time to post your review of the Quality Suites. I am most grateful for your feedback, which is such a valuable source of information for me, regardless of whether it is good or bad, it helps me monitor the service we provide. Please accept my sincere apology for the inconvenience and humiliation that was caused to you and your husband during your anniversary. I am sorry and disappointed the issues within your room were not resolved, and that you were not offered an alternative room. Please be aware I shall be following up with the issues raised with all members of staff involved and shall certainly be rectifying these concerns accordingly. I would therefore like to welcome you back to the Quality Suites hotel and make sure your stay is fully up to standards, please do not hesitate to contact me and I shall personally assist your future bookings.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC