Hilton Grand Vacations Club Tuscany Village Orlando — Hotel in Dr. Phillips

Decent place but not the typical 4 star in my opinion.

I made this reservation maybe 2 months in advance. About 3 weeks before arriving I asked for a room closer to the main pool area. I did this using the "message property" feature. The response I got was - ask when you get here. So they blew me off basically. When I arrived this weekend though, the front desk person told me I should have called. I told her I messaged in advance but she just responded again call us next time. So I guess they don't actively respond to messages through the computer? Pretty odd by today's standards.

Another bit of information to know is there is no automated checkout - you have to go in person. Is this a big deal? No. It's just another annoyance.

One more item. I requested late checkout. Bear in mind I did this at the front desk in person. I was told they were full. All the late checkouts were taken and I should have asked in advance. Well, ok. I can understand being busy. However, I don't think any property has just flatly ever just told me no. Even a Motel 6 will give you an extra hour. I'm travelling with a 2 year old and a 7 year old. We're in town for a dance competition. We're all up at 4am the day before to get her ready and then drive her over to the competition since she has an 8am stage time. Getting a little extra time to checkout is really important for a "dance family".

When I complained about this. The front desk person told me that their policy is in the check-in paper-work I received with a map of the property. The way I was told this, frankly rubbed me the wrong way. More or less, these are our rules and it's in the fine print. Now, to me this is a serious lack of customer service or hospitality training. If I heard my front desk person speak this way to a guest, I'd have some discussion that our guests have many options and there are simply nicer ways to communicate.

Not quite two hours after this around 9:50am EST, house-keeping knocks on our door. Not at 10:00am or 10:15am. This is ahead of our check-out time. I had already taken all our bags to our car. We just in the last minute diaper change and make sure we didn't leave anything in the room mode by this point. I don't know how you would feel but it made me feel like we were being rushed off the property.

So that's it for the rant part of this review. Overall the property is good. It's large. Slightly older than other properties we've stayed at but it is maintained well IMO. Housekeeping and maintenance seems to be doing very well there.

I took my daughter to the main pool. This is April 20th but the main pool was closed. The sign said due to weather. It was sunny so something else must have been going on??? - I don't know why it was closed. The main pool has been open when we stayed a few weeks prior to this visit. It's pretty nice when you can use it. There is a smaller second pool, we went to that one. It was a bit of a walk but it was pretty nice.

There is a small snack shop and although small, it has decent quality food! Good pizza! $19. So that's a plus.

All in all a decent place. Very similar to Floridays, Orlando if you have stayed there before. For us though, there are better options for families with small children. We didn't get a good vibe there. You might have a...

This was easily one of our worst hotel stays. It started when we checked in. We were supposed to get a suite. We even got a text from the front desk about our "suite". I texted back that this is not a suite at all. They blamed marketing. Our sales rep was horrified about our room. The floors are filthy. I spilled some water so I used a paper towel to clean it up. The paper towel was black. See the pic. The rest of the hotel room is beat up. Looks like a cheap motel. We're here for a timeshare presentation. You'd think they'd give us a nice room to convince us to buy in. I wouldn't stay here for free.

The manager of the sales department took a report from me and had me text him the pics. He said he'd take care of it but he never did. I don't know why I filled out a form since it never seemed to go anywhere. They blame the front desk and the front desk blames them.

Besides our room being beat up and old, a lot of things are breaking. We barely have hot water. At best, its warm. Our AC goes out randomly. They sent a guy up to look at it but he doesn't know why its doing that. Our TV went out for no reason. Took 2 people an hour to fix it. Its like this place is held together with duct tape.

There is also a hallway full of garbage. I don't know what that is about. See pics.

This place is massive and I think they are remodeling. One building is closed so I guess they are remodeling that one. So your experience will likely depend on if you get a new room or an old room. I attempted to resolve this before posting a review but after filling out a form, sending an email, talking to two managers and then submitting a form on the website, nothing has been done so I was left with no choice but to leave this review and let everyone know what is going on here.

Also, the 10am check out is crazy.

And finally to whoever from Hilton that responds to these things, don't bother with the same canned response. Like I said, I already tried multiple times to resolve this. I'm not doing any more work. You have my phone and email.

Update - as a parting gift, there was a ton of yelling outside our room the morning we are leaving. Then our doorbell rang and was held down so it kept ringing. Keep in mind there's a do not disturb sign on the door. I open the door and a woman says I have to leave. I remind her that checkout is at 10am so we still have a half hour. I also asked her why she ignored the DND sign. At that point she lost it on me. Totally freaked out so I shut the door. She kept yelling through the door. I literally had to have them send up security but she left before they got there so we left while we could. What a disaster.

2nd update - In response to the reply from Hilton, I called the phone number listed. As I figured, this is a canned response. I had already filled out the form which no one has responded to. So I called that number and no one there knows what I'm talking about. Lol. They are saying that whoever wrote this gave me the wrong number. Nevertheless, the manager-type person I spoke to was very nice and she said she'd look into it. Keep in mind, at least two managers are already familiar with all of this and nothing was...

DO NOT STAY IN THIS HOTEL IF YOU ARE DISABLED||Whilst this hotel is in an excellent location and has beautiful surroundings the tranquility ends when dealing with the front desk. I travelled with my disabled mother to this property. I booked and paid for an ADA room and requested a room in certain blocks for ease for my mother. Whilst I appreciate that not all requests can be adhered to I gave a lengthy time from my request to my stay.|On arrival I was given a room in a block that was not suitable for my 15 night stay. I was told to come in the next day to see if I could change to a new ADA room. The next morning I went to the front desk explaining my requirements and that I needed an ADA room with a roll in shower and grab rails .I was told one may be available the next morning in a block I needed. Sure enough I received a text at 9.10 am to say if I did want a new room I needed to vacate the room I had by ten am. I rang reception and asked if I could stay in the room due to the heatwave in Florida and my mother’s age and disability. I got told no. I moved all my luggage to reception where my mother asked the front desk staff when the new room would be available. She was rudely told it was up to housekeeping and walked away from. It was 95 degrees at this point and that’s the answer. So much for helping disabled customers.|I was text to say the new room was ready. However when going to reception I was given a none ADA room. Apparently no note was made that I required an ADA room after all my explanation the previous day. The staff were rude and unhelpful. I eventually took the room offered after all the upset in the belief that when an ADA room became available I would be offered it. The new room had a step in shower which was of no use to someone with a disability . One morning my mother stumbled grabbed hold of the shower gage and scolded herself as it moved to hot water. No disabled person should have to go through this. Not once were we called or text to see how we were getting on in the room. Though the staff were quick enough to text to ask me to leave my previous room.|Needless to say the room I booked and paid for was never offered to me. In fact a family moved into the ADA room in the block I was in. I was in desperate need of this ADA room and apparently in 15 days not one ADA room was available. Disabled people should not be treated like this. I asked for a refund so I could go to another hotel but was told no as I had booked through a third party. The staff were rude and unhelpful and if they think sending an elderly visibly disabled person out in a heatwave is acceptable well I can tell them it isn’t. The staff need training on disability rights as well as how to speak to people in general. My mother blamed herself and her disability for all the issues we encountered. You don’t come on holiday for this to happen. So if you are disabled please think twice about this hotel so you do not endure...