Best Western Orlando Gateway Hotel

Reviews

• SL

  Shakira Lewis

  1 day ago
  1.0
  I wanted to take a moment to share feedback regarding my recent stay at the Best Western Universal Orlando. To begin on a positive note, I want to commend the morning café staff for their outstanding customer service. They were warm, attentive, and went above and beyond by opening early to ensure guests had breakfast options. Their professionalism and genuine care truly stood out — they are an excellent reflection of hospitality and service. In fact, the front desk could take a few lessons from their example. Unfortunately, the rest of my experience was extremely disappointing. The front desk staff, particularly Luciana, was dismissive and rude when I brought up multiple concerns — including the unpleasant temperature and odor in our room, the inconsistent key access that caused us to be late for dinner reservations, and the discontinuation of happy hour that was never communicated beforehand. Each issue was met with indifference rather than a willingness to help, leaving the impression that guest satisfaction is not a priority at this location. Additionally, the lack of pool attendants, poor room maintenance, and overall lack of accountability from staff contributed to what has been, unfortunately, the most negative hotel experience I’ve had. I would strongly caution future guests to reconsider booking at this property, as the quality of service does not align with the Best Western brand reputation. While I deeply appreciate the café team’s kindness and professionalism, my overall stay was tarnished by the poor service and dismissive attitude at the front desk.
• IS

  Ingo Schmitt

  Oct 24, 2025
  4.0
  Wir waren jetzt schon öfter als Familie in diesem Hotel.Vergleichbar mit anderen Best Western Hotels ist man hier bestens aufgehoben.Die Zimmer sind typisch amerikanisch und eben auch so eingerichtet.Der Vorteil ist das hier ein Safe ist (Gibt es in den meisten Best Westetn Hotels nicht ).Die Angestellten sind sehr nett und zuvorkommend.Das Hotel hat ein großen Pool ,Whirlpool und auch Basketballplatz , sowie ein kleines Fitnessstudio.Weiterhin gibt es einen Shop für Essen und Trinken , sowie eine Kartenverkaufsstelle für Universal Studio und Disneyland.Das Hotel liegt sehr zentral und hat genügend kostenlose Parkplätze .
• DC

  Denise Chen

  Oct 23, 2025
  1.0
  DO NOT RECOMMEND!! We just recently stayed and we’re not happy for the community. The price we paid was similar to the comps around. You get more bang for your buck by spending a little bit more and staying at Universal Endless Summer Resorts RIGHT NEXT DOOR. The room was unsanitary, poor conditions, had mold and mildew and we even found pubic hair on the toilet seats and in the tub! DO NOT STAY HERE. I’ve stayed at many hotels and this is where you get less than what you paid for.
• JS

  Jessica Santos

  Oct 17, 2025
  5.0
  I would like to express my sincere appreciation for the outstanding work of Ivo and Luciana. From the very first interaction, they demonstrated exceptional professionalism, dedication, and remarkable attention to detail. They were always helpful, kind, and efficient — and above all, they kept a warm smile on their faces throughout, bringing lightness and warmth to every moment. Their attitude and commitment truly made a difference during our check-in and left an excellent impression of the entire team. Professionals like them deserve full recognition for their dedication and for the genuine way they make the guest experience so much more special. THANKS IVO AND LUCIANA ☺️🥰
• MD

  Michael Durbin

  Oct 6, 2025
  2.0
  TLDR: The advertised free shuttle to the Universal parks is a joke, last drop off in the morning is 10:45am, probably doesn't pick you up at 2am or later if you plan to go to HHN until close. Had to change rooms once, probably could have done it a second time as the 2nd room had issues later into the trip (leaks, AC issues, door handle issues, etc) The saying "you get what you pay for" really rings true with this hotel. For $100~ a night, a hotel that doesn't have bed bugs is an A+ which this hotel passed, but that's about it. When we arrived we had difficulty getting into our room as the room key only worked sporadically. When it gave us the green light into the room it wouldn't open. So I went down and got a new key and the front desk suggested lifting up on the door handle rather than pushing down like you normally would. That worked but still the new key didn't work 100% of the time. We got into the room, which reeked of mildew, and dropped our stuff off. I turned the AC down to 70 and my friend and I went back down stairs to go return our rental car that we had rented for the day to go to the beach. When we returned to the room about an hour later the room was still sticky/humid and the AC wasn't blowing cold. So we went down and changed rooms. The new room smelled much more pleasant, but still had a strange odor. The hallways still stunk like mildew, which probably explained why they had an industrial fan trying to dry the walls near the ice machine the entire 5 night stay. The card reader worked every time on the new room but we still had to lift up on the handle to get into the room. Everything was fine until we returned super late on Friday morning (we arrived around 3am after being in the parks all day Thursday for HHN). The AC was making a loud clicking sound and there was water dripping down from the floor above. I called the front desk and they sent someone up right away and he took a picture and left without saying anything, then the front desk called and said the leak was minor and to just put a towel down and that day shift would fix it when we left to go to the parks. When we woke up around noon I called the front desk to tell them they could send someone up to fix it now because we were getting ready to head out but they had no record that we had called previously and didn't want to fix it but rather have us move again. Since we were leaving on Sunday I didn't want to have to pack up and move again so I insisted that they just fix it so they agreed. The person they sent up dismissed the leak, wiped down the inside of the AC unit and said to put a towel down for the leak and left. Oh, and the advertised amenity of a free shuttle to the parks was a joke. It's not like the shuttles that the official Universal hotels have where they run between all the parks all day. On our first day going to Universal we went down to the Universal desk off to the side around 11am and they said the last shuttle for the day was at 10:45am and suggested we take an Uber there. I didn't ask when the last time the shuttle runs in the evening but I highly doubt it would have picked us up at 2am or later since we were staying all day to go to HHN. So we walked over to Universal's Dockside Inn hotel and caught their shuttle to and from the parks and then walked back to our hotel. I'm not sure if the people at the Universal desk were official Universal employees or a third party company but they were harassing guest in the lobby trying to get them to buy tickets and packages to the Universal parks, which felt unprofessional IMO. In conclusion we probably won't stay at this hotel ever again, we normally stay at Dockside Inn but they doubled their rate from last year ($754 for 5 nights last year vs $1,400 this year) so I looked for a more affordable hotel that wasn't price gouging and ended up going too cheap on the hotel apparently.