Hilton Garden Inn Lake Buena Vista/Orlando

We mainly use hotels as a place to sleep while visiting parks and family, so we aren’t usually picky. But the room was very dirty at check-in and had only two towels. We asked the front desk to clean it and leave more towels while we were out for the day. When we got back that evening, nothing had been done. The sink only trickled, and the water came out black. The shower pressure was very low, and the toilet seat was barely attached. It was a disappointing stay for a Hilton property, which is usually well maintained. There are hundreds of hotels near Disney, and I’d put this one at the very bottom of my list.

After a long day, the room was quiet and peaceful, and the bed was really cozy. It was clean, comfortable, and had everything I needed for a relaxing stay. Check-in went smoothly, and Ms Kristi Rolle at the front desk was genuinely welcoming and helpful. She sorted out all the little kinks during our stay. Breakfast was another highlight, with lots of fresh options, good coffee, and friendly staff who made mornings nicer. The location was convenient for everything I needed while still feeling calm. My stay at the Hilton was better than I expected, and the service, cleanliness, and comfort stood out. I’d gladly return and recommend it to anyone looking for a pleasant, stress-free stay.

I’ve been a Hilton member for years and have used Hilton for almost all my vacations, so I booked this hotel in 01/23-01/24 with that trust. This time the experience was horrible. We checked in early in the morning and asked about breakfast. The front desk said it wasn’t included, so I showed him my booking, which said it was. He then told me to come back in the morning and they might issue a coupon. My husband went to the breakfast counter, explained breakfast was included, but the staff member made him pay $15 without checking with anyone. I went to the front desk, and they gave me coupons for two days. The next day, 01/25, my husband and I went down while the children were still asleep. We said they’d come later, probably around 08-0830, but the staff member insisted they couldn’t have breakfast separately and said she could only give us coupons if we all came together. I asked several times if she could leave coupons for the two children, but she wouldn’t listen. At Hilton and other hotels, we’ve always been able to eat separately without a problem. I had to buy breakfast from outside even though we had paid for it. On the morning of 01/24, we had to attend a program, but there was no water while we were getting ready. We called and waited nearly an hour for it to come back. I’d also encouraged friends and family to book the same hotel for our function on 01/24. Their booking had been made and confirmed in November. When they arrived at the airport, they got an email saying the booking wasn’t available. They called and were told the hotel had cancelled because it was overbooked. No other room was offered. They were at the airport late at night with two children and had nowhere to go for hours. When I arrived and asked the front desk, they said a king room was available. My friends had no choice but to take it, but nobody had offered that room when they called, leaving them stranded. I’m desperate and frustrated by how customers are treated. After trusting Hilton and becoming a member, I regret it. I’d never stay with Hilton or recommend it to anyone again.

There was almost no storage, so we had nowhere proper to put our things. Towels were kept in the shower, and with no bathroom vent the room stayed damp. The shower looked almost moldy, and the towels were wet when we needed them. The AC barely worked, making the room stuffy, and the hot tub was broken. None of the ice machines worked either, so we had to go at least two floors up to find ice. Two lights in our room were out. We asked staff to replace the bulbs, but it never happened, and the room felt poorly lit throughout our stay. The parking fees were almost hidden and extremely overpriced, which felt deceptive. When we tried calling the front desk from our room, the gentleman there kept acting as though the phones weren’t working. Poor maintenance and unhelpful service, with misleading fees. Definitely not worth the price.