DoubleTree by Hilton Hotel Orlando Airport — Hotel in Orlando

Sit back and get ready for a story. We booked a room around 6pm on the line via Hilton Hotels and we are Emerald status Hilton members. The hotel is very close to the airport and our goal was a one night sleep to catch a 6:05 am flight the next morning. We get to the hotel at approximately 9:30 pm and are told the hotel chain computer system is down; therefore, they cannot give us a room even though we showed them our email reservation confirmation number. The explanation was they have no way of knowing if they are over booked. Being Hilton Emerald member status the hotel chain guarantee is a room. If a room is not available they have to book a room for us even if the room is in a different hotel chain. We called Hilton customer support and was extremely dissatisfied with their response. They told us there is nothing they can do in getting us a room at that hotel or any other hotel. To compensate us Hilton offered us free transportation to another hotel and 10,000 points if we called around and booked an alternate hotel on our own. Let me break that offer down. 1) They did not live up to the Emerald member status guarantee of getting us a room if they did not have one available at their hotel. 2) We had a rental car so the free transportation was an empty offer which they were aware of because we told them we had a rental car. 3) They offered us 10,000 points and everyone knows the marketing approach of the point system. 10,000 is a large number used for show. We all know that amount of points is worth about $10. Finally we decide to take control of the situation, booked a room at another hotel on our own, and ended up getting to bed at approximately midnight and had to get up at 4 am to get to our 6:05 am flight. We cannot over emphasize how frustrated/disappointed and how tired we were the next day. We can understand computer downtime and I want to apologize fir how I responded to the front desk staff during the event. It was out of their control. Yet, the Hilton chain should have, and now should implement, computer downtime procedures to avoid future events which they know will happen in the future eventually. I worked in hospital healthcare for many years and we had computer downtime procedures so I know it is doable. After all this negativity, I will say the facility looked very nice, is conveniently located to the airport, and if we could have gotten a room I am confident we would have been satisfied. But as written, IF...

This was one of the worst Hiltons in this area that I have ever stayed at. Room 310 has some major maintenance issues. Upon arrival, the door was heavy and slammed shut very quickly, creating a loud noise that disturbed others on the floor. The noise level outside the room was high, and we were surprised by the atrium view, which was not mentioned beforehand.

I was also unaware that parking would cost $20 per day for self-parking or $25 for valet, which I found unreasonable compared to other major hotels where valet is complimentary, and you just tip. The check-in desk clerk was very short with me and struggled to find my reservation, even with my ID. To add to my frustration, the cookie I was offered was hard as a rock.

The hotel was extremely busy, and I had to wait for three elevator cycles to go up a couple of floors with the luggage cart. The floor in the elevator lobby was dirty even at 7 am, indicating poor cleaning standards. The Wi-Fi was also problematic, requiring a code from the front desk to log in.

The room was disgusting. The bathroom floor had dirt and other people’s hair, making me question if it had been cleaned. There were stains on the bed comforter, behind the balcony curtain, trash on the balcony, and stains on the desk chair back. The drywall was peeling from the ceiling, and we encountered large spiders and other bugs in the room. Even the lobby atrium had bugs crawling across the tables.

The hotel falsely advertises serving Starbucks. They use Starbucks logo cups but don’t accept rewards and serve their own coffee. This deceptive practice was disappointing.

This is not a fancy hotel, and there should be no charge for parking. This Hilton falls far below the brand’s standards. There are other Hiltons within walking distance that do not charge for parking and are much more updated and clean. The room had outdated elements from the 70s, including vents, doors, fire alarms, and a bad paint job.

At checkout, the clerk was very short, didn’t ask how my stay was, and simply said they would email the receipt with no verification of what I paid for. The hotel doesn’t take cash, leaving me cashless with no way to tip valet by card. This hotel is poorly managed and does not live up to the...

Do not stay at this hotel even you are a Hilton diamond member. There are plenty of other hotels around. The shuttle bus kept us waiting for more than 25 mins after I was told it’s on the way, even though the it is just 5 mins drive away. The driver said the traffic was bad. But 5 groups of ppl arrived after us, all got picked up after 5-10 mins. On the way, we can’t see any issue with the traffic. Even though, I still tipped the driver. Maybe I shouldn’t. the room is not sound proof at all. you can hear EVERYTHING from the corridor. we all know a diamond member could request a late checkout subject to the hotel availability up til 4pm. We were told that we could only stay til 2pm because the hotel was fully booked on the day. However, if I want to stay til 3pm, I need to pay extra $80 as a half day rate. Excuse me? So the room is available to stay late, but not for the diamond member, I need to pay $80 for extra one hour. I contact Hilton help desk, got transferred to a corporate manager, who didn’t want to resolve the issue, just try to find all sorts of excuses and read some of the policy which wasted me 20+mins. My question is very simple and clear, if the room is available for extra $80 til 3pm, why it is not available to diamond member? More ridiculous reply from him when I gave feedback of the shuttle bus pickup. He said there were other options you can choose such as taxi, Uber… if you do not want to wait for the shuttle. Be aware it is a free service, we can’t guarantee. I was so shocked these words came from a manager!!! I would not wait if I was told it would be nearly half hour’s wait after 29 hours travel from Melbourne,Australia. I waited only because I was told it was on the way which should be only 5-10 mins wait, not half hour!!!

Maybe US Hilton hotels are different to the other countries’. I should not expected the services listed on their site, nothing is promised or guaranteed.

It was a terrible and unpleasant experience to stay at Hilton Orlando airport. The only star I gave was to Codney at front desk who checked us...