Hotel Orlando by PLI

Absolutely unacceptable experience. We booked a Standard Double Room through Booking.com. Only after receiving the check-in instructions did we discover that we had been assigned a basement room. Nowhere in the room description or listing was it mentioned that the room could be located in the basement. When we contacted the hotel, we were told that we should have requested a non-basement room when making the reservation. How could we possibly do that when the listing never mentioned basement rooms in the first place? We contacted Booking.com, who agreed that this important information was missing from the listing and escalated the matter to the property. Instead of trying to resolve the issue or offering us another room, the hotel chose to cancel our reservation just one hour before check-in, leaving us to find alternative accommodation at the last minute. This is not how guests should be treated. If your hotel offers basement rooms, be transparent about it in the listing and let guests make an informed choice. Cancelling a reservation as retaliation for raising a legitimate concern is completely unacceptable. I would never book this property again and cannot recommend it to anyone.Absolutely unacceptable experience. We booked a Standard Double Room through Booking.com. Only after receiving the check-in instructions did we discover that we had been assigned a basement room. Nowhere in the room description or listing was it mentioned that the room could be located in the basement. When we contacted the hotel, we were told that we should have requested a non-basement room when making the reservation. How could we possibly do that when the listing never mentioned basement rooms in the first place? We contacted Booking.com, who agreed that this important information was missing from the listing and escalated the matter to the property. Instead of trying to resolve the issue or offering us another room, the hotel chose to cancel our reservation just one hour before check-in, leaving us to find alternative accommodation at the last minute. This is not how guests should be treated. If your hotel offers basement rooms, be transparent about it in the listing and let guests make an informed choice. Cancelling a reservation as retaliation for raising a legitimate concern is completely unacceptable. I would never book this property again and cannot recommend it to anyone.

3 weeks ago · via Google

Check in was really easy and I got sent all the right codes to get into my room with plenty of notice. The location is brilliant and would be the main reason I would book this hotel again. As stated in previous reviews, my room was small but I found this perfect for 1 person and for the price this was expected. Bathroom and bedroom were very clean. There are sirens but with earplugs I slept well. Would recommend overall, especially for the price and location.

2 months ago · via Google

Our experience was very disappointing. After a long international flight with two children, we arrived to find a strong smoke smell in the room and underwear left hanging in the bathroom. We reported both issues immediately, but it took hours to receive any meaningful response. By then, it was too late to find another hotel, so we had no practical choice but to stay for one night. The hotel later acknowledged that the underwear had been left behind by a cleaner, but still refused to issue any refund, even for the unused nights after we checked out early. Cleanliness and prompt customer service are basic expectations. Unfortunately, our experience fell well below those standards.

3 weeks ago · via Google

If I could give this place zero stars, I would. The unmanned check in was an absolute nightmare. After arriving late at night, I was left waiting forever just to get into the hotel. To make matters worse, I was refused entry until I paid a "security deposit" that was never made clear when I booked. Things only got worse after I checked out. The hotel denied ever taking the deposit, then claimed it had already been refunded when it hadn't. It took weeks of arguing and eventually threatening to report the matter to the police before the money was finally returned. The room itself was filthy, there was no hot water, and to top it all off, it was infested with bed bugs. This was easily one of the worst hotel experiences I've ever had. Poor customer service, dishonest handling of payments, and unacceptable standards of cleanliness. I would strongly recommend staying somewhere else.

a month ago · via Google