I originally wrote a one star review that I deleted and I am making it three stars instead because the day manager (James, I think his name was) was kind and I am getting a partial refund. However, it is now Tuesday 6/8 (3 days after I was promised the refund) and there is nothing on my card, either processed or pending so I may have to change this back to one star if it doesn't go through.
Let's start with the good stuff. The rooms themselves were nice, pool was nice, and the morning shuttle driver to the parks was so sweet. And that's about it.
Husband and I checked in on Thursday 6/3 for our Disney honeymoon. Saw all the good reviews and reasonable price. At 10:30pm I took a shower, picked up the clean towel, and there was a cockroach under it. Took a picture and husband called the front desk. Lady who picked up said she was "sending someone up". 11pm rolls around and still nobody came so my husband put his shoes on and went down to the lobby. Turns out the manager was never even informed of the situation. She immediately moved us to a room across the hall. Turned on the AC in that room and it sounded like the angel of death, but I was too tired to say anything about it so I put my headphones in and slept through it. However, I'm not deducting a star for this because it was a hearing-impaired room so it's possible that no one ever pointed out the issue.
The next morning we head downstairs for breakfast and request a new room with a better functioning AC. Guy at the desk gives us new keys and says we can enjoy our day at the parks and move our stuff later. We go into the hot breakfast buffet area and get some food. The eggs were insanely watery, the potatoes were frozen, and the orange juice was just water with orange concentrate. I decided to eat at the parks.
We get back to the hotel from the parks around 11pm, go upstairs, grab all of our stuff and head to the new room. When we get there, the key isn't working and I heard voices through the door. That's right - there are PEOPLE IN THE ROOM. Husband goes back downstairs, speaks to the same manager as the night before and apparently she started trying to blame him for the issue or something, I don't know everything that happened but she was super rude and gave us a new room key and that was that. It's clear there is a severe lack of communication between her and the staff.
The next morning we talked to the day manager about our experience and he offered to comp the first two nights with some free food from the hotel restaurant as well. Great, that's fine with me, just want to get through the rest of this stay. Ate a pre-packaged muffin from the breakfast buffet and went to the parks.
Now it's Saturday 6/6 We decided to use the night shuttle service to get back to the hotel for the first time during our stay. We're waiting at Epcot and not a bus, but a white van pulls up. We asked the driver where he was going and he had to think about it first, which was really sketchy. I'm not sure why we got in, but we were tracking the route the whole time. The guy also had no mask and was talking on the phone while he was driving. Anyway, 12 minutes away from the hotel he decides to turn around. We're asking him what's happening but, of course, he doesn't speak English. My husband knows limited Spanish and finds out that the driver left 2 people at Magic Kingdom and we have to go back for them. We show up at MK and there are 10 people, not 2. The driver took 2 of them and got very irate and started screaming what were apparently Spanish slurs, took the long way back, and we somehow eventually made it to the hotel in one piece an hour after we were picked up.
Time to go to the hotel restaurant and use our food credit. The "restaurant" is literally just one bartender and a bunch of tables in the lobby, and you have to go up to the bar to order your food. The chips were cold and the salsa was clearly Tostito's brand from the grocery store. I ordered a vegetable pizza with 4 toppings and only received three. One of the toppings wasn't even on every slice - it was a single green pepper on every other slice of pizza. At this point I was done complaining and just mentally and physically drained. For the rest of our stay we did not eat breakfast or dinner at the hotel and made sure to take Lyfts back.
I'd like to end by saying that I'm honestly not a super picky person. I travel a lot and stay in hotels and have NEVER had an experience like this. I'd expect this from a Motel 6 but not nice new upscale suites. I spent part of my honeymoon crying my eyes out in a hallway at midnight because I didn't have a bed to sleep in in a room without bugs or other people and a working air conditioner. My recommendation to this hotel is please try to improve communication between your staff, especially with the night manager, and if you're going to market yourself as a nice place, start serving edible food and making sure the rooms are clean with everything working.