Best Western Plus Kissimmee-Lake Buena Vista South Inn & Suites

My family and I stayed in this hotel last week. The only good things I can really say about this place is that the staff where friendly and the pool and hot tub where clean. Our room was infested in bed bugs and we didn’t notice till our 4th night when we noticed bites all over our legs and all up my kids backs. We where laying in bed that night and I pulled the covers up and they where everywhere! Once I noticed they where in my 1 yr old daughters hair I went straight down to front desk. They ended up moving us and upgrading us to a suite. We where lugging all our stuff and 2 sleeping children at midnight to a new room that smelled like mildew.

Like I said everything else was great. Breakfast was good, pool was nice, staff where super friendly but the hotel cleanliness needs a lot of work.

There was black mold on the ceiling in the bathroom and over our beds. The room smelled like mildew. The Air Conditioner didn't get very cold, the pool wasn't heated or cleaned. Parking was scarce and only 2 handicapped parking. No air was not in the hallways and the luggage carriers were all broke. We will never stay in this hotel again. It was advertised as having a much better quality.

The overall experience during our stay left much to be desired. First of all, one of two elevators were out of service, viable parking was limited and we had an issue with retrieval of an item left in the room. The issue was regarding a digital device left in the room during checkout. We attempted to call on the same day and the following day with no result. Each iteration involved long on-hold wait times and no real person trying to help. On 3 of the 6 times, the front desk personnel, placed me on hold and never returned. Seeking a valid response from Best Western.

One star was for the kind front desk people, but otherwise this place is horrible. I am a rewards member and have stayed at many best westerns. To start, the breakfast (if you could get any) was awful. There was only a 2 hour window to get breakfast, and we got down there with 45 minutes to spare but had to wait in line for 35 of those 45 to get food. When asked if they would bring more out, they just ignored us. My other complaint is that they don’t service the rooms. We were there 3 nights and if you wanted new towels, you have to stop by the desk to get them. If you wanted your trash or old towels taken, you had to put it out in the hall, so at night the hall was lined with everyone’s dirty trash and towels. It was disgusting. I tried calling and emailing the manager, and she had a voice box that was full, and never returned my email.

Great location because it's close to Disney. My only complaint is while we parked at the hotel and went to bed our catalytic converter was stolen in the middle of the night. We went out at about 10:00 a.m. to go to breakfast. We've noticed that our car was making a funny noise when we started it I looked under and found that our Cadillac converter had been stolen. I then asked the service desk if there was cameras on the outside I was told no. When I told them that our catalytic converter was stolen I had little to no empathy and it was just an oh well. I asked to talk to the manager they were not there I gave my phone number I have yet to hear from them. I realize it's not their fault 100%. I'm just annoyed that we were given little to zero empathy they didn't offer to call the police we had to do that ourselves. There was no offer of compensation. If you drive any type of SUV or truck I would think twice before staying here you will not be given any form of empathy or compensation for your loss. We were told it's a public parking lot in anyone can park here last time I checked if I own a hotel I would have cameras on the outside for just an occasion. I realized it's happening all over the US but I would think someone who is a good neighbor of Disney would have better security. Stay very far away from this place unless you want your stuff stolen.

Our stay started out okay Priscilla at the front desk was very friendly we only saw her for a couple nights. She was able to put us in a king room when we had booked to Queens which was good. However on Sunday night sometime after 1:00 a.m. we had the catalytic converter stolen from our vehicle. When we got up the next morning to go out for breakfast is when we found it around 11:00. When we brought it to the front desk's attention all they could say was sorry. They did not offer to call the sheriff's department. And they told us that they did not have cameras on the outside. I am very upset considering that this is a Disney Good neighbor hotel and should be held to a higher standard than most. I am at a loss for words I will never stay at this location again. This location should be stripped of the Disney Good neighbor hotel and I wouldn't recommend anyone staying here unless you want something stolen from you. We have stayed off property before and have never had an issue I don't understand why it had to be one this time.

Check-in was really pleasant but extreme noise every day and night. The walls are like paper and very water damaged. Front desk refused to change my room even though I made an official complaint about the noise and foul odor, my bath tub was not cleaned and the room two doors down flooded leaving the hallway and my room with a continuous foul odor. Pleasant maintenance guy that did not speak English came to check my room only to confirm a leak in the room below us. For $517 I think they could have done a little better and the fact that I made a complaint and nothing was done also did not sit well with me. Also be prepared to go down to the front desk each time there is an issue because front desk house keeping and guest service lines are permanently busy. Each day I have tried calling throughout the day and evening and the phone never rings I constantly got a busy tone. We have 2 days left to check-out.