Hilton Orlando Lake Buena Vista - Disney Springs™ Area

One of the worst customer service I ever experienced, as soon we got to the room, there was roaches in the bathroom..Carpet in the bedroom was dirty and very old, outdated room, and even worst, no bath gel...we did the check in at 10pm, I think that is time enough for housekeeping to make sure everything is ready. Next day, our phisical key did not work in the common areas, as well as our digital key never worked for our room, even showed us we were already check out. During my stay I try to explain front desk thru the HH app about all the issues we have going on, and Stephanie, basically said that all she can do for us, is move us to a higher floor with better bedrooms that were available just if we extended our stay and pay for one more night. Sorry for this lady, I guess she has no clue about what she is doing, but as diamond members, she should offer that room at the check in if was available. Or at least, try to really make it right when we already have a horrible experience instead trying to make a sale. And our last night at the hotel was not good neither, after a long day we stop by front desk and ask a lady if we can have late check out, and she said yes, we also asked how breakfast work,because we knew we book thru a third party, and usually when you do that, you "loose" your benefits, well, this lady said we still have $15 credit each of us every day. Looks like she did not know what she was doing neither, at the check out, they tried to charge me for the only breakfast we had there in 3 days and some other things we got at the market the night before after talking with the previous lady. When I explained to him what this lady said to us, he basically called me a liar, and make me go up to my room to bring my girlfriend downstairs so we both can identify the person who told us that. Unacceptable. Nice common areas, nice restaurant and market, but the rooms are dirty, outdated, and in my case, with roaches. And front desk staff was extremely disrespectful and poorly trained. My girlfriend and I, we both worked in a Hilton, that's how we first meet, she was a front desk agent and I used to be a F&B manager, and I never see this level of careless in Hilton employees before.

I booked the wrong location. My group was at the correct Hilton my family was not. Very frustrating especially when i booked it a month in advance. I could have changed the reservation numerous times. Having two Hilton properties so close to one another is the reason for this error.

The hotel was ok. But we had black mold in our shower and they tried to charge us twice so i had to sort that out. But very convient way to get to disney springs via the bridges and paths.

Great location for a Disney vacation stay! Rooms are spacious and comfortable. Short walk across the skywalk will bring you to Disney Springs for great foods, shopping or to catch a bus to Disney World.

Great location. Staff very friendly. Hotel very clean. Perfect experience.

Great service

We love the proximity to Disney Springs. We have stayed at this hotel many times and love it. We got our free water and coffee vouchers when we checked in and picked up some quick eats at the Market Store. There was live entertainment in the evenings when we were there and we enjoyed sitting in the lobby listening to it while having a drink. The room was spacious and clean and met all of our needs. Our 2 young grandsons visited there and loved the Mickey Ice Cream statue in the lobby. We were able to get some great pictures.

No airport shuttle. No club level. Service was friendly and professional. Easy check in and check out. Would recommend.

Check In was a breeze. Very friendly restaurant and market staff. Easy to get to Disney Springs and my conference downstairs. The conference room was too cold! Went in November so maybe they are used to hot Florida summers and had the AC turned too far down. I would go back if necessary to be in that area.