Embassy Suites by Hilton Orlando Sunset Walk

Double charged no response form hotel after 3 emails sent

So we only live about three hours from Orlando and we've visited this area many times. For the past several years we have gotten passes to a different major theme park, so we've been to them all and we've stayed at all of the Embassy Suites in the area and we are currently HHonors Diamond Members. We were excited to find this brand new option. The hotel was very different than most Embassy Suites but it was very nice. The rooms were large, well appointed, and very clean. Breakfast was excellent. The staff were mostly all very nice and helpful. The reason for the two star review is due to what I would consider predatory and deceptive billing practices. We stayed here for three nights while we attended Mickey's Very Merry Christmas Party. On the night of the party, my 8 year old son was sick after drinking chocolate milk and threw up in bed. Part of it was on our own blanket that we had brought and the rest was on the hotels bedding. This was on the second night of our three night stay. I stripped the bed and cleaned the little guy up, and placed the bedding in a corner for housekeeping. A day and a half later when we checked out they had charged us $350 for a "Room Damage Fee". Like I said we've stayed in many hotels in this area with kids ages 0-10, and dealt with many spills and accidents and we've never been treated this way before. Keep in mind that this happened on the second night of a three night stay. They had a day and a half to send us a message to inform us or discuss this before we checked out, but they only managed to send us messages asking for a review of the stay. In the end it feels like they are much more concerned about this $350 than they are about losing a new frequent customer.

Rooms appear to be brand new and are very clean. Room service is provided daily. Excellent customer service. Perfect for a large family. Full kitchen and free parking a plus. Breakfast is decent. Approximately minutes drive to Disney. Highly recommend this hotel.