I booked this hotel due to 3 factors: it's location, the price and the good reviews I've read online. Clearly those reviews were by people affiliated with the hotel itself. My husband and I arrived on Thursday, February 13th for a belated honeymoon. Thankfully I'd brought my print out from when I booked the room which clearly showed a booking date of 2/13 - .2/16. The woman at the front desk said that the date booked with the hotel was for 2/3 - 2/6. She said they held the room for those 3 days and marked us as a "no show". At no time did they attempt to call me during the dates of our "no show". Had I not had the printout of my booking showing the correct dates, I'm certain they would have attempted to charge me twice.
At the front desk, there is a pamphlet about the hotel that states that pay-per-view tv is available. It is not. They have a very limited selection of basic cable channels only. The booklet inside our room stated that room service was available from their "Pineapple Grill" in the mornings for breakfast and from 5PM -11PM for dinner. Later in the evening I attempted to call for room service but noticed that there was no phone cord attached to our phone. I went down to the front desk to let them know about the phone cord and asked about ordering room service. They told me that there wasn't enough guests staying in the hotel and that room service was only available for breakfast.
1st night: We had to keep the bathroom door closed because of a constant noise of running water behind the bathroom's wall. The worst part of this ordeal was the bed. The mattress was either incredibly old, or decidedly cheap. It was so uncomfortable that my husband and I woke up several times in the night to adjust and change our sleeping positions. We woke up with pain in our backs and necks. The mattress had absolutely no support. Before heading out to Universal Studios that following morning, we asked if we could have a different room and explained the bed situation.
2nd night: Upon return from the theme park, the employees at the front desk gave me card keys to the new room. The bed in the 2nd room seemed more firm upon initial inspection, but that night proved that the problem is with this hotel's choice in mattress. Again, my husband and I had a restless night and again we woke up with aches and pain. We decided that morning that we would drive home later in the day. We didn't even care that we were paid up through another night, we just wanted a decent night's rest.
That afternoon I went to the front desk to let them know we were checking out early. The manager at the desk didn't even ask why we were leaving early.
What's sad is that this hotel has the potential to be really great. The pool area seemed nice and the lobby was lovely. But their cutbacks in service and non-apologetic approach to their failure in hospitality will not win back guests or spread good word of mouth. Travellers beware, you'd be better off at a franchised motel than this place.
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- Also Known As:
- Monumental Resort Orlando
- Orlando Monumental Hotel
- Monumental Hotel Orlando Florida