Holiday Inn Titusville-Kennedy Space Center by IHG

The hotel's systems were in a "global outage," as the Area General Manager acknowledged. Staff couldn't sell snacks or water to my children because their "passwords weren't working." I didn't want to stay and asked for a refund after these service failures, but Kelly, the Area General Manager, replied with a blunt email starting "Denied!" She called the hotel "fully functional" while also admitting to the outage, and suggested we use "stores in walking distance." Sending guests elsewhere for basic needs because the technology failed isn't "thoughtful service." The "Hampton Guarantee" promises 100% satisfaction, but it clearly wasn't honored here. I don't know if the outage caused all of this, but the front desk guy said his password didn't work. My kids had to put back the snacks they'd picked because he couldn't charge me, and he couldn't charge it to my room either. I did go elsewhere, to the Fairfield across the street. They checked me in and sold snacks right away, and it cost less. The General Manager will take the hotel out of business with her horrible customer service, as many reviews have complained. Avoid this property if you expect working internet or to buy a snack for your family without being dismissed.

I've stayed at lots of Hampton Inns and loved them, but this one is the worst. I had to change rooms a couple of times because of broken showers, a moldy smell, and barely lukewarm water. Breakfast times were changed without notice, and they blamed corporate, though I think it was the owner. At 5:30 the coffee was cold, and breakfast was late and cold. The front desk woman was just rude whenever I raised an issue. It's crazy how bad this hotel is. Don't stay here.

The room and location were great, and we saw lots of birds and an alligator in the retention pond at the end of the parking lot. But the advertised self-service laundry was no use because they couldn't give us change. The night staff member said the manager had forgotten to provide it, and they still didn't have any in the morning. They sent my husband next door to the Marriott and to Cracker Barrel, but we still couldn't get change, so we never did laundry. Without that problem, I'd have given five stars.

I should have double checked the dates before booking, but the website reset them after logging me out and I ended up booking a day off. I only noticed the next day and booked again to correct it, but was charged for both nights. Hilton corporate told me this happens all the time and a refund shouldn't be a problem. The request went to the local manager, who seems too greedy to understand the value of looking after loyal customers. As a Hilton Diamond member, I find the lack of service appalling. I'll choose Marriot from now on. I'd give this place zero stars if I could.