Holiday Inn Resort Orlando Suites - Waterpark, an IHG Hotel

I don’t typically leave negative reviews—and I’m generally pretty forgiving, especially with hotels near major theme parks where you expect some wear and tear. I can overlook dinged-up furniture and even some questionable cleanliness. But this was on another level entirely. The property was visibly dirty and reeked of cigarette smoke throughout. More concerning, our room was not cleaned a single time during our four-night stay. The most unacceptable issue, however, was the complete lack of towels. After long days at Disney, we returned to our room exhausted and in desperate need of showers - only to find there were no clean towels. When we called, we were told there were none available on the property. At a resort of this size - especially one with waterpark amenities - that’s simply inexcusable. We were told someone would bring towels. No one ever came. This continued for three additional nights. We made repeated calls and stops at the front desk, and over the course of four nights, our family of four was given a total of six towels—four of which were used the first night. At one point, we were left reusing a single hand towel and washcloth just to get by. At a minimum, guests should be able to rely on basic standards like daily room servicing and access to clean towels. We booked a hotel - not an Airbnb - and those are baseline expectations. This property failed on both. Beyond that, the property itself felt neglected. Out of such a large complex, there was only one functioning elevator and one working ice machine. The overall experience made us avoid spending any time in the room at all. What was most disappointing was not just the condition of the hotel, but the lack of any meaningful response or urgency from staff when issues were raised. I’ve stayed in many “close to the parks” hotels and understand the trade-offs, but this was far below even the most basic expectations. I would strongly caution others before booking here. I would welcome a response from management on how this is being addressed.

Great experience so far! Started out by reaching Andres via telephone to confirm my reservation and to answer some questions I had prior to arrival. He answered and provided me with accurate information as well as provided me with information about the resort. I arrived today and Joshua checked me in. He was very friendly and courteous. His greeting was very warming and personable! He built a great rapport and didn’t make me just feel like a number. Very polite and conversational. The resort is very clean and the staff are all very friendly and very accommodating. Oh and my room was very clean when I arrived reminded me of home. I could smell the Clorox and water lol! 10/10 from me and this is only day one

Absolutely the worst hotel stay. From the long lines to front desk check-in, to the dingy worn look of the entire hotel. Dirty hallways, food and trash everywhere. No advance notice of the daily waterpark construction that began at 7am that caused limited parking. Locked safe, no hair dryer in room. The smell of pot on the entire property was overwhelming. Holiday Inn IHG what a complete nightmare. I would never recommend this hotel to anyone!

While the staff may be a 10/10, everything else is terrible. The rooms are falling apart. Our shower had visible, rusty screw holes in the wall. Additionally, the floor in the bathroom was disgusting. There was hair on the floor when we arrived. There are knicks and dents all over the room. We were a large party and the bathroom had ONE towel. The stairwells smell like urine. The website advertises a rather large waterpark play area. It was under construction while we were there and there was no indication of it being closed on the website. The in house food court was dirty. The only pop machine was out of ice and the employees did nothing when notified. Don’t be fooled by the free shuttle to the Disney TTC. They only offer a few times in the morning, some after park opening. Additionally, the shuttle BACK from Magic kingdom is at 5:30. Who would want to leave that early?! Check out Holiday Inn Orange Lake Resort, it is a much better resort. If you want a cheap place to stay by Disney, and you are not concerned about cleanliness, then this is the place for you.

I am compelled to formally document what has been, without question, one of the most unacceptable hotel experiences I have encountered. From the outset, the condition of the room fell well below any reasonable standard. The bathroom sink was not functioning properly, with a severely clogged drain that caused water to accumulate and stagnate. This issue alone reflects a lack of basic maintenance and quality control. Equally concerning was the environment throughout the property. The parking lot was consistently filled with individuals openly smoking marijuana, creating an uncomfortable and inappropriate atmosphere—particularly for a resort marketed as family-friendly. More alarming, however, was a serious disturbance that occurred during the early morning hours. At approximately 3:00 a.m., an individual repeatedly banged on our door for an extended period of time. This went on for hours and ultimately required intervention from security. The fact that such a situation was allowed to escalate to that level raises significant concerns regarding guest safety and on-site supervision. Additionally, and perhaps most frustrating, was the hotel’s complete failure to honor repeated assurances regarding a late checkout. Prior to and throughout our stay, we were explicitly told—by multiple staff members and on multiple days—that a late checkout had been approved and noted on our reservation. We relied on these representations due to a scheduled late flight. However, on the day of departure, we were abruptly informed that no late checkout would be granted and that we were required to vacate immediately. This contradiction between what was promised and what was ultimately delivered demonstrates a clear breakdown in communication and accountability. It placed us in an extremely difficult and avoidable situation. Taken together, the lack of proper room maintenance, inadequate security response, questionable environment, and failure to honor confirmed accommodations reflect a pattern of negligence that is deeply disappointing. I would strongly urge management to review these matters with the seriousness they warrant. Based on this experience, I cannot recommend this property. I welcome the opportunity to be contacted directly to discuss this matter further.