Hilton Vacation Club Aqua Sol Orlando West

Jory Beer

Subject: Formal Complaint – Safety Hazards, Misrepresented Amenities, and Multiple Maintenance Failures During Stay I am submitting a formal complaint regarding our stay at your resort, which has been significantly impacted by safety hazards, undisclosed construction, non-functional amenities, and multiple maintenance failures within our unit. We chose this resort expecting a relaxing family stay, however our experience has been extremely disappointing and, in some instances, concerning from a safety standpoint. The following issues occurred during our stay: • On our first day at the resort, a large piece of metal soffit material blew off the roof during construction and nearly struck us. This was extremely alarming and represents a serious safety concern. • Our initial room was surrounded by active construction and renovation work that was not clearly disclosed at the time of booking. The area had construction materials, dust, and significant visual disruption. • We requested to move rooms due to the construction environment and were relocated. Unfortunately, the replacement unit also had multiple maintenance issues. • The upstairs bathtub does not properly fill. • The downstairs toilet is leaking. • The coffee machine in the unit is broken. • Lighting in our son’s room was not functioning, requiring us to unscrew bulbs to troubleshoot the issue. • Several electrical outlets in the unit do not work. • We requested additional blankets and were told they would be provided immediately, but they were never delivered. • We waited two days to receive replacement towels. • Resort BBQ facilities were largely unusable. We waited over an hour for staff to assist with lighting a grill only to be told that many of the BBQs had no gas. We were directed to another BBQ area across the resort where we waited an additional 45 minutes for a lighter, only to discover that half the burners did not work and the control knobs were broken, making the grill difficult to use safely. • One of the resort pools was closed during our stay, and shortly after arrival the waterslide was also closed. • Renovation work and construction were ongoing across the property, which significantly affected the experience and atmosphere of the resort. In addition to the above issues, staff interactions were extremely disappointing. When these concerns were raised with resort staff, they were largely dismissed rather than addressed in a helpful or solution-focused manner. Given the number of maintenance failures, safety concerns, unavailable amenities, and undisclosed construction impacting the property, the experience did not match what was advertised or expected when booking. We paid a significant amount for this stay and believe it is reasonable to request that this situation be reviewed by management and that appropriate compensation be considered. I ask that resort management review this complaint and respond with a proposed resolution. Thank you for your time and attention to this matter. I look forward to your response. Sincerely, Jory Beer

Grace McNabb

We recently enjoyed a lovely family stay at Aqua Sol from February 7–10, 2026, and overall it was a very enjoyable experience. The resort is set in a great, quiet location with wonderful amenities. Our family loved spending the days at the water park, relaxing in the main pool and hot tub in the evenings, enjoying lunch at the on-site poolside grill, and having fun with activities like mini putt and bean bag toss. There was truly something for everyone. Arrival and check-in were seamless, with easy access to both the property and the apartment, which made settling in stress-free. The kitchen was well stocked with dishes, cups, mugs, and silverware—perfectly suitable for our stay. That said, a few additional serving bowls and an extra frying pan would be a helpful addition, as there was only one pan available, which could make preparing a full breakfast a bit challenging. The apartment itself was very clean, with only minor wear and tear noted. As a guest services specialist in Niagara, Ontario, I completely understand this and it did not detract from our stay in any way. Lastly, the team truly stood out—every staff member we interacted with, from the front desk to pool service, arcade, restaurant, housekeeping, and the art studio, was absolutely fabulous and welcoming. Overall, our stay was very enjoyable, and we would happily return with our family in the future.

RJ Kelly

Here’s a polished, natural-sounding review you can post as-is: ⸻ ⭐️⭐️⭐️⭐️⭐️ Great value stay near Disney! We stayed at Hilton Aqua Sol and were genuinely impressed for the price. It’s definitely an older property, but our room was very well renovated and clean. While it isn’t soundproof, it was more than comfortable for our stay and absolutely worth the cost. We were in Building 1000 in a 1-bedroom queen suite, and it exceeded expectations. The unit had a fully stocked kitchen with full-size appliances (stove, refrigerator, dishwasher), plus a stackable washer and dryer, ceiling fans, and a large balcony, which was a great bonus. The resort itself had nice pools and plenty for kids to do, making it very family-friendly. Location was also a big plus — about 15 minutes from Disney even with traffic, and close to tons of food options and a super Target nearby. One thing to note: check-in can be busy. We arrived on a Friday evening, but there was no pressure to attend any timeshare presentation — we simply said we weren’t interested and that was the end of it. Overall, we were very impressed for a budget-friendly stay and would absolutely stay here again. Note: Not sure if just an us problem, but for a mile or two before and at the resort, AT&T cell service was almost non existent and so slow, even a map would not load. Would recommend downloading offline map if you have AT&T.

Our Traveling Tribe

3 stars is generous and is given purely based on the staff and their friendliness. The property is old, not well kept, many details unthought of that may seem small but end up making the difference in a stay, and even if you request way in advance to be put in an updated unit you are not. (Even with status) Our bathtub didn’t have hot water and the drain had heavy mold and hair stuck. The staff never showed to turn on the BBQ for us in shared BBQ area we had to take someone else’s after they were done, the shampoo and conditioner is bolted to the shower wall which doesn’t help if you are taking a bath, and the house cleaning doesn’t come everyday unless you reserve house keeping 24 hours in advance. Yet, that should be addressed at check in. Lastly, all items like toilet paper, paper towels, tissues, etc are the cheapest you can possibly find.

Joi Powell

The rooms are very spacious with a full kitchen. The shower pressure was unadjustable without a moveable nosel. The heated pools where great however the spa jets where either low on pressure or low on heat. The resort was exceptionally clean with plenty of activities. The blackjack game lead by adrian was spectacular. He lead the game with a gentle smile and charming personality. Due to traffic near the Wawa sometimes it is difficult to get on property, however the 7-11 turn is seamless.