Aloft Orlando Lake Buena Vista

Terrible service! The atmosphere and rooms were so nice but two of their most helpful amenities did not work! (digital check-in/digital key card). When explaining my digital key was not working i received a hard copy only to walk in and learn they had put a different guest in my room because I had checked in online! The front desk staff did not apologize for the mix up, made me wait 15 minutes, and were incredibly unsympathetic towards me and the man who I had disturbed. Because my father was not available until very late they refused to allow me into a room because I am 20 not 21. Yes ma’am I’m 20 and my father will not arrive until 4am, THATS WHY WE BOOKED A HOTEL WITH A DIDGITAL KEY CARD. They refused to allow me into a room despite already being checked in and expected me to sleep in my car until my dad arrived!

While the location is great and the room was lovely, I have NEVER in my life experienced worse service. I travel regularly and have stayed at hundreds of hotels in my lifetime. While I understand this is a pet friendly hotel, it should not be expected that other guests (multiple affected and complained) should have to put up with hours of barking and a dog scratching. After hours of this and not being able to sleep, I demanded something to be done. The maintenance man Rupert was sent upstairs to bring the dog down as was told by the manager Lucia on duty. I wanted for Rupert as I was told this before and it did not happen and we went upstairs. Instead of taking the dog down he proceeded to laugh about how this was a puppy and brushed off my complaints. At this point with NO APOLOGIES FROM STAFF to be LAUGHED at was infuriating. He then said he was going to wait by the door for the owner to return instead of bringing the dog down like I was told. Since NOTHING I was told has happened to resolve this at this point we had to leave. I asked Lucia for a refund for my stay and was told that was not possible as she had to talk to her manager. I asked for something in writing from her that she intended to provide the refund as so far her word has meant nothing as nothing was done to fix this. She refused to do so. I asked to speak to her manager. She said she was the manager on duty. To which I am even more appalled at this point that she will not refund my money. I asked to speak to her manager. She said he would be there the next day and my husband would get a call about it. She refused to reach out to him that nigh. We did not receive a phone call. I also emailed David and asked for a response and did not hear from him. I cannot believe that the staff would treat a guest so poorly, not apologize, once, and then only respond with "its a pet friendly hotel". Nothing about this experience was friendly. And if an animal cannot tolerate being friendly in said hotel, it should not be allowed to be there. Shame on the owners, shame on this hotel staff. I will be writing google reviews to this nature until this is resolved. Update: So now I am being told that Lucia has processed a return. So ALL OF THAT was unnecessary of her to not provide it initially and give me a hard time AND I was lied to that she was unable to provide the return. That makes the situation even more frustrating.