Rosen Hotel – 6327 International Drive, Orlando
We arrived around 10:00 PM. Check-in was initially pleasant thanks to one front desk associate. Unfortunately, the experience quickly went downhill after that.
The room was nothing like the photos online—very outdated, with an overwhelming odor coming from the carpet. After unpacking around 10:30 PM, we noticed the refrigerator was not cooling at all. We adjusted settings and left briefly to grab food before nearby restaurants closed. When we returned around midnight, the refrigerator still wasn’t working.
We contacted the front desk to request maintenance. Instead of maintenance, security arrived at our door, knocking aggressively, immediately confrontational and rude, without greeting or explanation. The tone felt unnecessary and hostile, especially given the situation was a simple maintenance issue.
Shortly after, the front desk called the room in an elevated, aggressive tone, insisting that I personally come downstairs, even though my wife had gone first specifically to avoid further confrontation, as the staff had already been rude and dismissive.
When I went downstairs, the front desk agent was openly hostile, speaking in a raised voice, giving intense, angry looks, and treating the situation as if we had done something wrong. There was no apology, no attempt to de-escalate, and no customer service professionalism whatsoever.
When we asked for a manager, we were told she was the manager. Requests to simply replace the refrigerator were refused. An upgrade for the inconvenience was denied. The entire interaction felt intimidating, accusatory, and unnecessarily aggressive.
To make matters worse, the refrigerator in the second room did not work either.
Between misleading photos, outdated and smelly rooms, broken amenities, and staff behavior that felt hostile and confrontational rather than service-oriented, this hotel was extremely disappointing. We are now seeking a refund and leaving.
This felt like a tourist trap that prioritizes control over customer care. I strongly recommend choosing a hotel that values professionalism, respect, and guest safety.
