Hawthorn Suites Universal Orlando - Orlando, USA     

As a Girl Scout Leader, I brought (2) motor coaches of girl scouts and their parents. When arrived, several rooms where not available and we understood the 4p check-in policy. The rooms were really until after 6:00 p.m. The rooms were o.k. Several individual families called the hotel shuttle service for pick-up at Disney so they can check in. It has almost been 24 hours since these parents had showered and some needed baby items. The shuttle service charge each family $45.00 because their hotel room number was listed under the Girl Scout Group. We were not asking the shuttle service to bring back a group just a family of 3 to 4 people. Each family had requested a different pick-up time so they were not together. This hotel offered FREE shuttle service to Disney. The hotel made our group feel not welcomed. The breakfast Manager walk around the hotel lobby with a mad face because we had 2 motorcoaches of families. We purchased 18 rooms from this hotel and received a total bad hotel experience and bad customer service. The hotel front desk clerks were shouting at my parents and told them nobody can get a shuttle because we can on a motorcoach. Some families didn't want to wait for the motorcoach and paid the extra money to go back to the hotel. We have travel to Orlando every year since 2003 on Girl Scout trips. This is the first time we have had a shuttle issue and a hotel to treat us bad. I also called the Hotel General Manager and left a message. Of course, no returned phone call. If planning a group stay, go to Embassy Suites! The extra money is worth a great experience. Atlanta, GA

Hotel was fine - but the staff and management were beyond words. I asked what I assumed to be the GM, Dana a question and was told "IM busy, somebody else can help you". I can't believe this is a destination hotel.