Holiday Inn Express & Suites Orlando East - UCF Area by IHG

I stayed at your Holiday Inn Alafaya with my partner for a bowling tournament. The hotel itself was fine, with no major complaints, but I wanted to share feedback about two very different front desk interactions. Later in the evening, after the tournament, another employee was attentive, compassionate, and really listened to my concerns. He was a larger Black gentleman whose name I think began with “J”, perhaps John or Joanna. He went out of his way to make me feel welcome and offered snacks and a drink to make things better. I appreciated his kindness and professionalism so much that I brought him a pizza as a thank-you. Employees like him make guests feel valued and willing to return. Earlier that day, a different associate seemed disengaged and unprofessional, paying more attention to his phone than to guests. I asked about getting my room cleaned, but he didn’t seem to treat it as a priority, and the room was never serviced. That interaction left a poor impression and made me hesitant to stay again. Thank you for reviewing my feedback. I hope you have more staff like the gentleman who helped me that evening.

Jay, the general manager, clearly has a great team, and the positive atmosphere shows in how smoothly things run. Everyone I dealt with was kind, professional, and informative. My room stayed clean, comfortable, and well maintained throughout a wonderful visit. I’d absolutely return.

The only reason I rated it 4/5 was the construction on site. Otherwise, it’s a perfect spot for a UCF visit. Breakfast was hot and well looked after each morning, and Tess did an amazing job at the breakfast bar. I brought 23 high school students who eat a lot, and we’ll stay here again.

I stayed at the Holiday Inn Express near UCF from November 12-16, 2025, and was very disappointed. I kept asking the front desk for service, but my room was never cleaned during my stay. Every day I had to ask for fresh towels and for the trash to be taken out. Worse, I found a roach in the bed. That felt completely unsanitary and shocking for a hotel at this price and under this brand. An uncleaned room and pests made for an uncomfortable, unhealthy stay. When I raised it with management, they said they couldn’t help because I booked through a third party. That response isn’t acceptable. However the reservation was made, the room’s condition, housekeeping, and hotel standards are their responsibility. With no service, unsanitary conditions, and an inadequate response from management, I’m requesting a full refund. I hope they fix these problems for future guests. Very disappointed, Holiday Inn!