Hilton Orlando Buena Vista Palace - Disney Springs Area — Hotel in Lake Buena Vista

At the beginning, I was getting a great experience through the phone when I showed up I started experiencing racial profiling and bad customer service and Emmanuel Lopez Manager of Front desk had horrible service. He stated I don’t know how to read a sign over parking policies I explained that my family member was driving. He thought it was public parking. I didn’t mind paying. I didn’t even call back to see if I could get a reimbursement on whatever it is. I just want my bill and am asking for information about my bill. He chose to be rude so I asked for a manager he was trying to discount me, but I told him Look I’m being honest here let me ask my brother to see what day he visits, he never took me off hold, when I called again I asked him Look. I don’t know what you're frustrated about. This is customer service. I’m asking for details about parking policies and I’m visiting. I was misformed wrong I’m not from Orlando. We misunderstood the parking. I also misunderstood other details no one explained anything, and I started getting treated pretty badly at the front desk. I asked for a luggage cart they never brought up a cart. I asked for accommodation because I went with my grandma and mom, and I didn’t want to sleep in a bed or share a bed due to my being sick. This is my birthday vacation plus my university graduation celebration. I went to visit, I was barely at the hotel due to it had an uncomfortable vibe, a security guard was following me around the pool so I just went to my cousin's Pool. I notice it’s for a certain type or a wealthy type. I should’ve just gone with my Rolex or Cartier and I would’ve got a better treatment. I asked for a rollover bed. I didn’t mind paying a fee. If there is a fee, when I get there or when I show they call and make sure that when I showed up, they made it very difficult. I saw a rollover bed that the maid offered to me, but I never got it so when I called to ask for it, they said no and I said I was told differently. The thing is with the customer service and over the phone are two different experiences. Their information is misleading, I told the guy Please explain to me. He’s being very nasty Emmanuel Lopez the manager, I asked for the Manager's or corporate number I wanted to discuss. Why am I asking this question why is it a problem? He also stated that I didn’t see the sign or know how to read what type of customer service it that. The experience was horrible once I got there to check in, they didn't explain that they said Valet parking is included with parking. So I stated I flew. I don’t have a car. I understood that it was the parking to the right with Valet parking being 35.00 I'm not from there They kept brushing me off. My brother got confused with the back parking. He thought it was public parking because he lives in Orlando. He has a handicap due to our grandma. So City parking policies or city laws, you could use your handicap we didn’t know the whole hotel, and no business dead street which shows a meter, the hotel shows a non-parking sign saying park at your own Risk and it looked like public parking, We thought it was valet on the right side of the building. That’s why I was explaining but Lopez was very rude. They kept hanging up on me and putting me on hold disregarding me, I brushed off the rollover bed. I brushed it off due to the customer service over the phone was very nice. I tried to look past the situation. The behavior changed when I showed up. I’m guessing I’m not the image that the hotel expects if you want to feel at home this hotel is not it.. also, the security guard followed only me in the pool area and just stared at me and pointed at me, I felt like I have uncomfortable. They can keep 35.00 what a headache and Disgusting behavior Our experience from the Security and front desk. I also cleaned the room and threw out my trash for four days, I could’ve been accommodated. That’s sad! Any other hotel will help you out because it’s called hospitality! The only thing they do is help certain people! They...

The location of this hotel is great, but it’s not the only hotel in the area. My husband and I stayed here previously and had a great time. The lazy river was nice. Being within walking distance to Disney Springs was a plus. I don’t know what magic this hotel worked last time we were here in 2018, because I am writing this from our room at the hotel and it has gone downhill. The location and lazy river are basically where the pros stop and the cons begin. We didn’t want to spring for an extra $20/night or whatever it is for a “pool view,” thinking we might have a quieter stay if we aren’t right on the pool (how wrong we were!), so our room is shunted off in some forgotten tower with a separate, older elevator and rooms crowded together. Anytime anyone on your floor opens and closes the door to their room, it makes a sound like a cannon going off. We are halfway down a long hallway and I can hear the sound of the elevator arriving at our floor like it’s being broadcast over a loudspeaker. I was woken up several times by this and by people opening and closing the doors to their rooms. The mattress in our room felt like sleeping on a board on cinderblocks every night and one side has a huge indentation in it. I cannot describe with words how INCREDIBLY HARD and UNCOMFORTABLE the mattress was in our room. I tried sleeping on both sides of the mattress and essentially had my choice of back pain or neck pain every day of our trip. Also, I don’t believe this is a true king sized mattress since my husband’s legs hang off the end of the bed. The bathroom is tiny, and the shower is a joke. My husband had to turn sideways to shower in it, it’s so narrow. The shower door opens in front of the towel rack, so I hope you like getting out and dripping everywhere to grab your towel, or like I did, dropping your washcloth on the shower floor as you get in because you tried to hang it on the door instead so you could grab it from the shower. Whoever designed these showers is a criminal. We called for an extra washcloth. We waited and waited and waited and finally my husband went to the other side of the hotel to find someone to get a single washcloth from. Meanwhile, by the point someone finally shows up, I’m almost done showering. Also, when we checked in for a three night stay, there was only one partial roll of toilet paper and one full roll in the room. For two adults for three nights? What? Also, we ate at Letterpress and somehow for two people with tip we had a bill for $178. We had three mediocre drinks of the quality you might find at an Applebee’s, one appetizer, a burger and fries, the ravioli which I kid you not had like, six raviolis in it, and two desserts. Our server was wonderful, however, so he at least made the experience pleasant. However, we got essentially the same quantity and type of food (drinks, app, etc.) at Morimoto Asia in Disney Springs the next day for $150, which shows how incredibly overpriced the food at the hotel is. That same night we got two water bottles from the downstairs food mart for almost $8, so it’s just as bad. Parking is also abysmal. $25/night to park what feels like a mile from the hotel and have to walk up a flight of steep, tiled stairs that are slippery when wet with your suitcases? Who designed this? All this to say, there are definitely better hotels in this area. We had a great time here in 2018, but if I want to be the victim of highway robbery with an aching neck, I’ll consider...

Ok here's the review I was looking for when deciding to book here or not.

About us, 2 parents traveling with a 3.5 year old. Focused on disney springs, disney parks, pool and fun for parents as well.

The hotel is about 25 min from MCO and we used mears connect. They drop you off in the back portion of hotel and you have to find your way to front desk which was confusing on day 1. The front desk staff was nice but could have explained incidental fees more clearly instead of me seeing the charge on my card. It's $75 a night. Even though I know this is a thing, she didn't mention it at all.

We were offered a room in the main tower or Island building. Here are the key differences: main tower you'll be closer to the restaurants, shuttles and if you wanted to order food/groceries. Island building if you want to be close to the pool and disney springs. We chose island building but it did become a pain when we wanted to get food we ordered or needed drinks/snacks from Citrus 28 or even the microwave to heat up food. We felt isolated from the main property and there wasn't much staff/security in the island building.

We had a pool view room. Our first room was on the 6th Floor and was terrible. The sheets on both beds were stained. The tub had hair in it and the toliet paper holder was ripped off the wall. Dust everywhere. Terrible first impression, we asked to be moved and luckily we were moved to 3rd floor. The room was much cleaner but I think this building could use some upgrades. The handle on our safe was broken. We had a gorgeous view and the room was big enough for the 3 of us. I will say there are barely any lights in the room so it gets dark. We had to turn on every single lamp because there was no overhead.

As far as food, we ate at shades twice and had drinks from here multiple times by the pool. The staff was super friendly and the drinks and food were good. Recommend the chicken nachos, shrimp po boy as well as the coconut mojito and frozen piña colada. We also picked up 2 pizzas from Citrus 28, highly recommend the pepperoni one. We ordered breakfast room service everyday and recommend the breakfast sandwich and the sausage links.

As far as the pool, the splash pad was nice for my 3 year old. We didn't really use the lazy river. Our first 2 days the pool was empty (mon, tues) but towards the end of our trip, it was crowded all the time. The floaties from the lazy river always ended up in the pool and it got annoying always in the way. The pool itself isn't the cleanest but with kids and nature I guess it's expected. There was a racoon one night looking for food. When it rained the staff closes the pool and that can happen a lot.

Location is great. Disney springs is a short walk away, less if staying in island building. The shuttles to disney world are on time and convenient. However, I will mention walking the property at night can be scary as the bridges aren't too lit and there are warning signs everywhere regarding the wildlife...but it's Florida.

They have an arcade but it's overpriced and the prizes aren't worth it.

Overall, I would stay again and maybe try out the main tower....