Best Western Orlando Gateway Hotel

Avaliações

• AM

  Ari the Mermaid

  2 days ago
  4.0
  My family and I stayed at this Best Western for a few days while we were on vacation. Everything was good but there could be some improvements. The AC unit was not circulating properly and the air would be warm at times. We were unable to make calls from the room phone to the front desk. So we used our cell phones or walked to the lobby. Also, I inquired about the shuttle schedule for the parks and realized that you have to sign up early in the day prior to departure. It would be great if they offered multiple signups throughout the day. We met some kind staff members that helped us during our visit especially Ms. Carol. She was very kind, helpful, and willing to go above and beyond! Thank you very much. We need more people like her 💗 Other staff to recognize: Dariela
• MM

  Marie

  3 days ago
  1.0
  Beware. This hotel has very questionable pricing practices. Their online prices are significantly lower than the prices they quote in person or over the phone. Tuesday, at 3:20 PM local time, I called Best Western to book a room for the same night. The representative tried to charge me an extra $16 for a cancellation/refund option that would only be valid until 4:00 PM. An extremely unnecessary upsell, in my opinion, considering it’s very unlikely that someone would book a room then cancel it within 40 minutes. I also asked the rep if this was the lowest available rate and was told that it was. However, while still on the phone, I checked Best Western’s official website and found the exact room for $16 less without the cancellation option. Assuming this was just a miscommunication, I went to the hotel to book in person where I was then given an even higher price by the front desk staff. While waiting in the lobby, I overheard the front desk quote four different groups four different prices for the same double queen room. The rates ranged from $94 to $128. When I questioned the rates, both of the ladies behind the front desk became defensive and had an attitude. One of their names was Luciana, I didn’t catch the other one’s name. On two different occasions, the front desk staff implied I was booking through a third party or that taxes and fees weren’t included in my quoted rate online. Both times, I showed them my phone to prove I was clearly on the official Best Western website and that my quoted rate also included taxes and fees, which reflected Best Western’s 4th of July promotion advertising 20% off rooms. Once again, they had an attitude. They said their system didn’t show those rates. Ironically, in Best Western’s own promotional terms, they state “The 20% discount applies to bookings made by 7/13/2026 for stays through 12/15/2026 at participating hotels. If the reservation meets the qualifications and the hotel is offering the 20% off, the discounted rate will automatically be listed. You can always call into your local Best Western office for assistance with this promotion.” KEY WORDS: “the discounted rate will automatically be listed”. Yet, during my three interactions in person and over the phone, they never quoted the lower rate. SAVE YOURSELF THE MONEY AND THE HEADACHE & BOOK ONLINE!!! To be fair, the hotel was nice for the price I paid. The location is excellent, there are views of Icon Park and Volcano Bay. The pool and jacuzzis were nice. The rooms could be cleaned better, though. There was a lot of hair that wasn’t mine in the shower. The blonde lady working at Shades Deli inside the hotel was by far the kindest and most helpful employee at this hotel. She deserves a raise, or at the very least, SHE should be the face of this hotel.
• OS

  Olivia Sykes

  4 days ago
  1.0
  I was extremely disappointed with my experience at this hotel. I booked my stay because it is a Universal Orlando partner hotel, but due to a mix-up, my reservation was canceled without any notification. In fact, I received confirmation emails from both the hotel and the third-party booking site, so I had no reason to believe there was an issue. Instead of being helpful and accommodating, the front desk staff were rude, cold, and condescending. When I asked about making a new reservation, the agent insisted that the only room available was a deluxe room that cost nearly twice what I had originally booked. After traveling for hours, I asked if the room could be held while I contacted the third-party booking company, but I received no assistance. To make matters worse, I later found more affordable rooms available online, despite being told the hotel was sold out except for the expensive room. When the third-party booking company tried to call the hotel on my behalf, the front desk agent refused to answer. I also noticed several guests ahead of me experiencing reservation problems, which made the situation even more concerning. When I asked another front desk employee about lower-priced rooms, an older agent quickly interrupted the conversation, leaving me with the impression that I was being pressured into paying for a more expensive room. The lack of communication, poor customer service, and dishonest handling of the situation were completely unacceptable. Once I was finally able to speak with the third-party booking company, I requested to be moved to another hotel.
• CH

  Cheryl Howell

  6 days ago
  2.0
  My check in initially was good. The room had problems and there were people outside room using hallway as a phone booth. I requested a new room and had difficult with the front desk. The new room was subpar. The bathroom door on the inside was all broken up. The walls were really dirty. The vanity was falling off the wall. You could see where they tried to fix it but it was still separating from the wall. There was a constant noise in the bathroom. Really not good. I had to request a second refrigerator because first one didn’t work. The second one was not much better. I wound up using the second sink with ice in it for refrigeration. I would never stay at a Best Western again if this is the level of rooms. The restaurant and service were great. The food was superb. That was the only thing that saved my trip.
• MM

  M

  Jun 21, 2026
  1.0
  This hotel is in a GREAT location. That is about the only positive thing. When we arrived to check in at 10pm, we were told that our room was not ready and that we would not be able to check-in. We had already prepaid for the stay. Mind you, our check-in time was supposed to be 4pm that day so the room should've been ready six hours earlier. After multiple back and forth trips to speak with a supervisor, we were told that we would need to wait 30 minutes for the room to be cleaned. Then the supervisor came to speak with us directly and told us "oh sorry, she's in training. Your room is actually ready!" Personally, I believe that only happened because I asked for compensation due to the inconvenience. Otherwise we would've been sitting outside in the car for 30 minutes soaking wet after walking around Universal all day in the on and off rain. The next thing was the shower. Not only was the faucet leaking and audible all night long, do not plan on taking a comfortable shower here. The water temperature fluctuates between scalding hot or freezing cold in 1-2 minute intervals the entire time you are showering. We thought that maybe it was because so many people were showering at once (because it was immediately after the parks closed) but it actually happened EVERY time we showered here. They do have smart TV's in the room, but for the first day and half it would not connect to the Internet. We had someone from the staff come and troubleshoot it to no avail. Then afterwards we were simply told "it's because of the weather." It did finally connect on the last night we stayed. There is also no sound insulation in the building. Everything going on in the hallways is entirely audible inside your room. If you're standing in the hallway, you can very clearly hear what's going on in the rooms (TV's, people talking, etc) so don't expect privacy. We also kept hearing knocking all over the place. I'm not sure if it was the pipes in the walls, or what was going on, but it was loud enough and frequent enough that I did not sleep well the entire time we stayed here. The air conditioner barely cooled off the room at all. We started out at 70 degrees, then lowered it to 68, and finally decided to just put it as low as it could go and it finally started to KIND OF make the room cool off by the last day. The staff in the deli were very kind and polite! They were wonderful and probably the best part of our stay here. I would not recommend staying here to anyone.