Holiday Inn & Suites Orlando I-Drive - Theme Parks, an IHG Hotel

I liked staying here. I came for PGA and the prices close to the venue were up to the sky. Here I found it nice to stay, big room, everything I needed. Very nice staff and on time service. People at reception are cooperative and Araceli greated in the morning in the canteen. The food was I believe typical American, I am from Europe so it was unusual but I always found something for me. Overall, good impression. I would recommend it and stay again myself.

We recently stayed at the Holiday Inn & Suites Orlando I-Drive Theme Parks from December 20th through December 26th. We chose this hotel specifically because it is advertised as pet-friendly. We were traveling with our two 9-month-old puppies and planned to spend time at the theme parks during our stay. This trip was especially meaningful to our family. Christmas Eve marked the five-year anniversary of my mother’s murder, and we intentionally chose to be away from home during an emotionally difficult time. On December 21st, we visited our first theme park. As a precaution, we left both of our phone numbers with the front desk in case there were any concerns regarding our dogs. We returned mid-afternoon to let them out and encountered no issues or complaints. Later that evening, upon returning to our room, we discovered what appeared to be a chemical substance deliberately smeared on our door handle, key scanner, and door, with residue also visible. A neighboring guest informed me that he witnessed a woman from a downstairs room apply the substance. When asked why he did not report this to hotel staff, he stated that he agreed with her actions because our dogs had been barking. Shortly after entering the room, both dogs began vomiting. We have no way of identifying what substance was used; however, it clearly posed a serious safety risk to our pets and potentially to us. At the time this occurred, we were downstairs dining in the hotel, not in the room. I immediately contacted IHG Corporate and then reported the incident to the front desk. I was told that a woman had come to the desk “screaming and causing a scene.” This statement was factually incorrect, as we were present in the dining area and heard nothing of the sort. When I challenged this account, the associate began to retract his statement. I showed him photographs of the substance, which he photographed himself. The following morning, per corporate’s direction, I spoke with the manager. Unfortunately, this interaction was extremely dismissive. The response I received was essentially, “What do you want me to do about it?” There was no acknowledgment of the seriousness of the incident, no concern for safety, and no reassurance offered. At that point, we no longer felt safe remaining at the hotel. Although our room was eventually changed, the stress and fear persisted. The remainder of our stay was overshadowed by constant anxiety, worried that we could return to injured or deceased pets. The following day, when requesting a replacement key, I was told, “We’ve had complaints about your room.” When I asked why we were never contacted despite providing phone numbers the associate said she did not know. When I questioned the hotel’s pet-friendly policy, her response was dismissive, stating they could not control other guests. After showing her photos and explaining the situation, she showed little concern and commented, “We’re in the South—this is how people handle things down here.” Additionally, while my husband was in the elevator with our children and other guests, a front desk employee publicly singled him out, stating, “You’re the room with the barking dogs.” This interaction appeared intended to embarrass him and was completely unprofessional. We have consistently chosen Holiday Inn properties when traveling, which makes this experience especially disappointing. The lack of concern for guest safety, inconsistent staff accounts, and dismissive attitudes were unacceptable. I do want to acknowledge positive aspects of our stay. The male bartender was exceptionally friendly, and we enjoyed several dinners at the hotel. The breakfast service was well run, clean, and offered quality food. Araceli, in particular, was attentive, hardworking, and ensured guests had what they needed. These individuals were the highlight of our stay. However, these positives do not outweigh the serious safety concerns and emotional distress we experienced. Being away from home during such a painful anniversary, combined with the fear that our pets could be harmed, made this stay extremely stressful rather than restorative. Recommendation: If the hotel continues to advertise itself as pet-friendly, it would be advisable to designate a specific floor or area for guests traveling with pets. This would help reduce conflict between guests, allow staff to manage expectations more effectively, and most importantly, ensure the safety and comfort of both pets and their owners, while also respecting guests who may prefer not to stay near animals. I am sharing this experience so it can be taken seriously and addressed appropriately. No guest, especially in a pet-friendly hotel should ever feel unsafe or dismissed in this manner.