My complaint:
Good Day. My name is Suellen Daly and writing to you about my most recent stay at Margaritaville Resort in Orlando. I am disabled and was traveling with a service dog. I checked in on Sunday January 5, 2026 fine. The valet brought my luggage up and everything was good. I was due to check out the next morning but I had a late check out of 2:00pm. When I woke up I decided that I wanted to extend my stay by one day so at 10:00am I went down to the front desk and ask them to please extend my stay. A girl named Kaylee or Carley (she had long straight blond hair) told me that I couldn’t stay in the same room because they did not have that room available that night and I would have to check out and recheck in basically that I needed to rebook a new reservation. A new reservation was booked it was the same kind of room but had two queen beds instead of one king bed. It was still a one-bedroom suite like I had the first night. I asked the girl if I could just get my luggage together and leave it in the hallway and come downstairs and check in at 2:00pm and then I wouldn’t have to take my luggage back and forth and she told me that I could not do that I was not allowed to leave the luggage anywhere. I then asked if she could please send valet up at 2:00pm and she said valet could not come to the room which I don’t believe is true because valet brought my luggage to the room the night before. My room was rebooked at 10:00am and she said that she would notify housekeeping so there would be a room ready at 2:00pm. I came down at 2:00pm with all the luggage (that I got a luggage cart for myself and brought down) and was sitting in the lobby with my luggage and my service dog because she said the room was not ready yet. I sat in the lobby for an hour and a half and then finally inquired again about the room and she said that she would have to check again. Meanwhile I had seen other people start to check in around 3:00pm. Finally again at 4:00pm after I had sat in the lobby with the with my service dog and all my luggage for 2 hours I went to the desk again and asked about the room. The girl who had been originally helping me had gone for the day and a new person a guy got me checked in. So I was able to check in after sitting in the lobby for 2 hours. This would not have bothered me as much if I had not watched numerous people check in between 3:00pm and 4:00pm. The fact that they knew at 10:00am that I needed a room makes it impossible for me to believe they could not get a room clean before 4:00pm. The final thing that really made me angry was once I got to the room I looked online for available rooms and that same room same type of room that I originally had the first night was still available so it appeared that I’d never should have had to change rooms. I believe Carley or Kaylee must not like disabled people. I have extended stays in hotels many times over the years and I would say 99% of the time I just stay in the same room The small percentage where I’ve had to change rooms I have never been made to sit in a lobby for hours. If you’re going to advertise as a four-star hotel then your staff needs to start acting like it. It was a total waste for me to extend my stay because I wasn’t able to do anything because I was stuck sitting in the lobby. I strongly believe you need to educate this girl at the front desk on how to treat people especially a disabled person. I will be posting reviews online in hopes that this doesn’t happen to other people. Respectfully,
Suellen Daly
Suggested solution:
Talk to the employee and let her know what she did is unacceptable
