Embassy Suites-Orlando North

I am reaching out to your regarding several issues that occurred during our stay at the Embassy Suites at 225 Shorecrest Drive, Altamonte Springs, Florida 32701. I had a special occasion with my daughter's graduation and had booked 3 rooms at your hotel for 2 nights each. I arrived late on the first evening and checked in to room 150, my other guests had checked into their rooms. When I went to my room, I smelled moldy hallway and there was a huge fan blowing outside of the room. At first, I thought perhaps someone came from the pool with wet feet and they needed to dry it out and would shut the fan for the evening. All night the fan blew loudly outside our door. The next day, when we arrived back at the hotel and we were looking forward to relaxing from an early morning and sleepless night from the noise, I found that the jacuzzi was not working. I continued to our room where I now saw 3 huge fans blowing outside the room. In addition, all three of our rooms where filthy and it was already late in the day, so we couldn't even rest in the room. I complained to the front desk, first with Heather who only wanted to take ' off the room, I eventually spoke to the manager Nilmari who only removed 1 night each from only 2 of the rooms. She said she knew of this issue and that the jacuzzi caused the rooms to flood. I asked why they would even put us in a room that they knew this happened to, she had no answer. I then repacked and moved to room 337. I told her I was not satisfied. In the evening while sitting in the food area, we saw a cockroach run by. Next in the morning on my way to breakfast, I found another cockroach. This truly is a board of health issue. This is completely unacceptable, I was humiliated that I had these rooms not only for myself but for my family members joining me. In addition to this and MOST IMPORTANTLY, my husbands face started to swell up when he awoke in the morning. We assumed it would go away. It did not it has escalated into a full-blown issue. He has received treatment from his doctor who confirmed that he has a terrible infection and scabies that would be caused by bugs in the hotel bedding. His is still receiving treatment and may possibly be hospitalized. I have reached out to the Hilton on several occasions without adequate response.
Product_Or_Service: hotel room

I was planning on vacationing to Altamonte Springs, FL. I am a Hilton Honors Rewards member. I logged onto the Hilton Website and located Embassy Suites by Hilton Hotel Orlando North located at 225 Shorecrest Dr, Altamonte Springs, FL 32701 and their contact#407-834-2400. The website clearly showed my Hilton Honors price for the rooms at this hotel at $131.00 per night. Instead of booking the reservation online I called the hotel because I needed to confirm if I could get an earlier than normal check-in. I called them and the hotel employee confirmed over the phone that the rate was in fact $131.00. I booked 2 rooms for 1 night. I asked the representative about early check-in and he advised that as a Hilton Honors member I am entitled to 1-2 hours early check-in. I advised him that I would need it much earlier than that. He placed me on hold for several minutes and when he returned to the line he advised that he had spoken with his manager and got approval to allow an 8am early check-in. I thanked him for his assistance. Subsequently, I received an emailed confirmation from the hotel. My eyes immediately went to the price which was over $500 then my eyes went to the dates. He had apparently booked the 2 rooms for 2 nights instead of 1 as I had requested. I called back the hotel and spoke with a woman. She advised me that they do not do early check-ins. I advised that I was not informed of this in my prior call. I told her that to go ahead and keep the booking for 2 nights for the king room but to change the other room to 1 night only. She put me on hold for 10 minutes and when she returned she advised that she had made the changes and would send a confirmation email. I never received the confirmation email with the changes and called them back 5 hours later. They never changed it. Long story short we elected to drive up there and stay for both the nights in both rooms. When we went to check out on 5/29/17 they attempted to charge me $224 per night for both of the rooms. The woman at the front desk refused to get a manager when I complained and said there was nothing she could do. They charged my credit card for the $224 for both rooms for both nights. I have attempted to contact Hilton Corporate Guest services and ask them to review the recorded call of when I first booked the room. They have not done it and are still demanding that I send them a confirmation email showing the $131 per night rate. Please note had a fully read the entire confirmation email that was originally sent, I would have seen that they were charging me the $224 per night. The issue is I had thought the reason the charges were so high when I first glanced at the confirmation email was because they had charged me for 2 rooms for 2 nights. Regardless even if I would have realized that the charges were wrong along with the additional days they added to my reservation they still would have never sent me a confirmation email with the correct information. They are stating the only way they will credit back my credit card is if I can provide them with a confirmation email showing the $131 charges. First and foremost, all of their calls are recorded. I am unclear why they won?t just listen to the recorded phone call from when I first booked the rooms which will show that I was told the rates were $131.00 per room which clearly matched what was posted on their website. I have disputed the charges on my credit card but have no idea what will happen. They should not get away with this as this is a deceptive and fraudulent business practice. I wonder how many other people have experienced this same issue and felt as helpless as I do. Please help me!