Embassy Suites by Hilton Orlando Lake Buena Vista Resort

I’ve been loyal to Hilton for years, but this stay at Embassy Suites Lake Buena Vista has me reconsidering. As a Diamond member who averages 100 nights a year, has over 3 million points, and carries a Hilton credit card, I don’t complain lightly. We were charged full price for a stay that delivered only part of the expected service. Our room’s air-conditioning wasn’t working properly in Florida, and during five nights nobody cleaned the room even once. I asked for towels at least six times, at the front desk and through chat. Each time I was told they were busy and would bring them, but they never did. I finally took towels from a housekeeper’s cart in the hallway so my kids could shower. The only reliable way to get towels was tipping a housekeeper $100 for what should have been standard service. The front desk’s response was, “We got busy.” I’ve also asked twice for a manager to call me back over the past week. No response, no follow-up, no accountability. Experiences like this make it hard to stay loyal, and leave me wondering if it’s time to switch to Marriott. Very disappointed.

John David and Freddie were the reason our conference went so smoothly. John, our event manager, stayed ahead of things, checked in often, and handled last-minute changes with calm professionalism and care. Freddie managed the day-to-day details from early morning to late at night, often 7am to 10pm. When our schedule shifted at the last minute, he adapted everything without hesitation. Their flexibility and attention made a huge difference, and we’d gladly host another event here. We held a large sales company conference at this hotel, and the whole experience exceeded expectations. The property was extremely clean, with spacious, well-kept guest rooms and a polished feel throughout. The food was outstanding. Participants kept saying they couldn’t believe the hotel catered the meals itself. Everything was fresh, nicely presented, and consistently impressive. We highly recommend this hotel and team for conferences or large gatherings.

After a long, hard drive, Scott at the Poolside bar and grill was a lovely way to end the day. He was warm, friendly, and attentive, and really added something special to our vacation. We’ll bring the whole family next time :)

I’ll choose this hotel again and recommend it to anyone. It’s close to all the Disney parks, with a morning shuttle, and my room was spacious, clean, and well appointed. I liked the new bulk amenities from Crabtree & Evelyn, and my daughter looked forward to her Mickey waffle each day. The front desk team made the stay especially good: Reilly, Patrick, Aaliyah, Narine and Vania. I arrived early, but Vania found a room and had it cleaned as a priority so I could settle in and still visit a Disney park later that afternoon. The team checked in by message several times to see how things were going. After long days at Disney, Reilly and Patrick’s bright smiles were such a treat. Keep up the good work. The difference you make is easy to notice.