Hilton Garden Inn Apopka City Center

I booked and paid for a Deluxe Room with a king-size bed and a modern walk-in shower. Instead, I got a Deluxe Room with an old bathtub and an ugly shower curtain, even though the hotel's own website pictures the room with a shower. At first the front desk woman acted as though everything was correct. I don't know if she didn't know better or simply wasn't willing to help. I asked right away for the room I'd booked, but was told there supposedly weren't any left and I'd have to make do with the inferior room and bathtub. It feels like a complete rip-off. A tub with a shower curtain is gross and outdated. I'm on vacation and just want a proper shower and the room I paid for. I intend to request a 50% partial refund because of the inferior quality. This is absolutely unacceptable.

The hotel itself is still excellent: clean rooms, professional staff, and a well-maintained property. My complaint is the breakfast trial. The quick option now is the same pastries, cereal, and packaged items I'd call a 'junk breakfast', while a real breakfast is only available made to order. I've been a regular at the Hilton Garden Inn Apopka because it's convenient for work and the full hot buffet let me get a substantial, quality breakfast and be out the door in 15 minutes. No other hotel nearby offered that combination. For business travelers on a tight schedule, having to wait for made-to-order food isn't workable. If I'm in a rush, I can't get the breakfast I came for, which removes the main reason I chose this place over closer, cheaper options. I paid a premium specifically for the old breakfast setup. Without it, I don't see what justifies the extra cost. Management should reconsider and bring back the full hot buffet. It set this hotel apart, and losing it has cost them at least one repeat guest.

The staff were friendly and helpful, and I appreciated the free breakfast voucher, but the food was a real disappointment. A quick, good breakfast matters a lot to me because I usually can't eat lunch. Here, the $17 grab-and-go spread was lousy, with mediocre selection and really poor food quality. I was glad I had a free voucher to try it, because I would've been livid to pay that much for it. You can order from a menu for extra money, like at a restaurant, but I don't have time to sit, order, and wait. Hilton should be ashamed of reducing breakfast standards this far. It's like a Microtel breakfast, except theirs is complimentary. If Hilton wants to charge $17, at least serve something worth eating. Because of the poor breakfast, I'll stay elsewhere next time, even though this location is more convenient for me than the Marriott properties nearby. It's a nice new hotel with a modern, friendly feel, nice rooms, and a bar and restaurant onsite. It's fairly clean and well located for me. Trash wasn't picked up promptly; I had to contact staff, but they resolved that. I was shocked at the difference in breakfast between my last Hilton stay and this one. This place was close to being a great choice for future stays.

Throughout my stay there was a persistent sewage-like odor near the elevators, which made the experience unpleasant. I also found that some other front desk staff weren't consistently attentive or focused on guests. Interactions sometimes felt rushed and lacked the warmth and professionalism you'd expect in hospitality. My main issue was the overnight desk worker, who had long black curly hair and glasses and worked until 7:00 AM. When I asked about the breakfast voucher, she said, “You should have booked it correctly.” It came across as discourteous and unhelpful. She didn't smile, offer help, or ask if I needed anything else, and her manner felt condescending. It later turned out she was wrong about the rate. A manager was able to adjust it, so she may not have known how to make the change. Instead of acknowledging that or asking for help, she responded with attitude rather than constructive assistance. I hope this feedback helps improve the service and guest experience.