Hotel Stay with Complimentary Breakfast & Wi-Fi at Holiday Inn Express & Suites Orlando International Drive in Florida

WORLDS WORST CUSTOMER SERVICE! If I could give this negative stars I would. I booked the 2 rooms on 11/22/25 for the wrong dates thru expedia. I called and expedia rep called the hotel and spoke with Arianna Patterson who agreed to change the dates for the weekend before. Expedia then sent me the HOTELS confirmation numbers for both rooms with the correct date. On 1/4/2026, I called directly to the hotel to confirm everything was in order and they confirmed. On 1/8/2026, I started getting text messages from Holiday inn welcoming me and asking when we plan to arrive on the 9th and if we would need any other accommodations. I replied to let them know we would be there later in the evening as we were driving up (3 hours) and were first going to go shopping and dinner. We arrived at the hotel around 9:30pm. Greg, front desk agent, couldn't find the changes in dates and had the original dates booked. HE OFFERED ABSOLUTELY NO CUSTOMER SERVICE HELP EVEN THOUGH I WAS SHOWING ALL THE EMAILS AND/OR TEXT MSGS. He spoke in a condescending and demeaning manor towards me basically telling me I was out of luck instead of offering any hospitality to try and resolve the situation. We had unpacked our vehicles to pack them back up. We were up there for my granddaughter's (she's only 4 turning 5) birthday weekend to go to Epic. We were also traveling with my 85 yr old mother (great grandmother). They had us sitting in our car/truck in the cold while trying to sort this out even though I HAD CONFIRMATION INFORMATION/NUMBERS AND TEXT MSG FROM THE HOTEL! My granddaughter was sleeping in her car seat andended up getting sick. All Greg wanted to do is argue with me and try to prove to me that I did not have a reservation. Even the Expedia rep and supervisor heard the way he spoke to me and were embrassed for me. When did working in the hospitality industry mean getting no customer service and talking down to people? and when you get upset cause your tired, cold and just want to get into your room, you are considered abusive. We didn't get into our rooms until 1am. The next day we were so exhausted we couldn't even enjoy the park. Also, we had no hot water in our room so we had to take cool to luke warm showers at best and that's even after they sent the maintenance person up to fix it. I've been in contact with the hotel speaking with Steven (General Mgr) who promised to view the tapes and get back to me the next morning. NO CALL! I called them the next day and Ash (other mgr) puts me on hold for 30min. just leaves me there. Steven the GM basically has been avoiding me. He took the cowards way out instead of being a reponsible GM and handle the situation. This hotel is the worlds worst ... it has the holiday brand name but is a franchise .. Holiday in should step in and retrain these people on what customer service should be .. simply awful!

Great stay. Super lovely hotel. Big rooms. Super lovely staff. Kind and help ful. Kelvin was so helpful when I was trying to cancel a dinner reservation. Great food in the restaurant. Comfy beds

Good Base for Universal Studios Easy quick, Friendly check in. The view of I-Drive was brilliant from our room, and superb at night when the thunder storms set in. We had a problem with the cleaners througout, they repeatedly didn't hoover, change sheets or replenish coffee pods. But this can't take away the excellent breakfast every day, all day coffees and the pleasant pool area that we had completely to ourselves both times we went down. Superb location for Universal and for all the restaurants on I-Drive. Lyft taxi are quick and efficient from hotel. In general brilliant time had by all.