Hilton Orlando Lake Buena Vista - Disney Springs Area

Starlynne Gornail

⭐️⭐️⭐️ (Three stars — and I’m being generous because it’s the holidays.) I’ll start with areas that need improvement, especially given the expectations for Gold members. The photo of the phone and view is a good indicator of how outdated some Hilton services feel. Guests are given vouchers for water—please stop dehydrating your guests and provide complimentary water bottles, like most other Hilton properties. The concierge response time was extremely slow. I also forgot my toothbrush and wanted to order room service, but I was told I couldn’t do this by phone and had to go downstairs, which was inconvenient. Valet parking is overpriced. I walked to a nearby hotel and paid 50% less. The continental breakfast at Covington Restaurant was not worth the price. Now for the positives: ✔️ Excellent location—especially for older adults. The group I was with loved being able to walk to Disney Springs. ✔️ The hot tub is amazing and nice touch with champagne ✔️ Carolina from Guest experience Services and the Market Shop is phenomenal—the blue panda ice cream was yummy. ✔️Jean at front desk, the staff are wonderful, they, the people are 5 star! I’ve stayed at many Hilton locations, which is why this experience stood out in contrast. As someone who works in customer experience and digital health, I’d actually welcome the opportunity to support Hilton as a contractor to help modernize and improve the guest experience. Feel free to reach out if you’d like additional feedback or guidance.

Richard Joseph

An Ai Bot, Kenny was set to reply to my experiences at this location. Electronic apology not accepted ... The damage has been delivered. The hotel and staff are mediocre at best. The "Ol' School" button-dial phone was an indication of what the place was all about. The room and its amenities were much less than expected, and here's why: 1st - At check-in, the "welcome package" of a bag of two bottles of water was offered to other guests, but not to us. We weren't the "right" hue. 2nd - The panels behind the counter wall were chipping off noticeably, and travelers with extra heavy or numerous bags were left to haul their luggage to their rooms without human help or even a cart/dolly for assistance. 3rd - There wasn't a suitcase rack in the room. Our luggage simply laid on the unclean (pet hair & noticeable dust) floor. 4th - We called down to let someone know the USB charging receptacles weren't working. The front desk assured us someone was coming to "take a look." It never happened. 5th - The bath towels were as rough as desert dry shrubs. Terrible! Much of our displeasure was expressed to staff. Response? None from a REAL person. At this point, there isn't a second chance to make a good first impression. There aren't enough "sorrys" to change things. Going forward, we will tread with trepidation!

Brady Pate

This hotel was beyond amazing. It is on Disney property and you feel the magic in the air. The workers are pleasant and go above and beyond. Caroline Y., front desk clerk, went above and beyond with her “power” that her managers have allowed her to be able to use. She found out it was our son’s birthday and gave us vouchers for ice cream in the shop. She was super excited about being able to do it. These managers have empowered their associates to do what they need to do to ensure a great stay is had! Thanks again for going above and beyond for our family.

Liz

I am genuinely impressed with the service at this Hilton. My flight was delayed and then subsequently cancelled which resulted in me not being able to make my hotel reservation. I had booked through expedia and it was supposed to be non-refundable, but when I called in to notify them directly that I would not be able to make it at all, Deacon at the front desk went above and beyond, and told me to my surprise he would be willing to waive and refund my booking entirely. He even gave me the name of the next manager on shift in case he was off by the time expedia called them to ask for approvals. I will definitely be returning to this hotel the next time I visit. And thank you again Deacon - I will never forget this positive experience.

Pasquale Fortunato

Although my stay was short, it was absolutely fantastic. Every team member I interacted with was extremely kind and helpful. I would like to especially highlight Bridget at the front desk. From the moment I arrived, she went above and beyond, taking the time to explain all aspects of the property. The rooms were absolutely immaculate. An amazing stay!