Hilton Garden Inn Orlando Airport — Hotel in Orlando

I would NOT recommend a stay here to anyone, especially with so many options in this area. The staff is uncaring and indifferent and did not accept responsibility in a situation where someone could have gotten hurt and we couldn't even shower most of our stay . this hotel does not live up to its name, photos, or reputation.

I was very disappointed with our stay there. We checked in Saturday afternoon and I was able to shower. My sister went to shower Sunday morning and the entire shower fixture fell off the wall and broke into pieces and hit her, and water soaked the entire bathroom. This was also a handicapped room so imagine if someone were sitting in the shower, they could have been seriously hurt. We tried calling the front desk multiple times and it would just ring. My sister went down to the lobby and waited in line to talk to someone. She waited for 30 minutes before she had to come back to the room. While we got ready to go to meetings and activities, we tried calling some more. Nothing. We had a schedule so we left and came back later that night, and finally someone was able to talk talk to us. However, they had NO ON CALL MAINTENANCE ON THE WEEKENDS, NO MANAGER ON DUTY, and they could not even offer us another room because they said they were booked. We asked for extra wash cloths so that we could at least wash up and try to get clean. They said they had NONE. The front desk employee told us that a maintenance man and manager would be here at 8am first thing Monday morning, we told them we would be up and getting ready to go to a conference and asked if they could call before they came up to the room to fix it. Monday morning we waited as long as possible, no call, no manager, no one came to the room. My sister was not able to take a proper shower before an important conference. I took my sister to her conference and came back to hotel. I asked the front desk manager why no one called or came and that we were expecting it to get fixed at 8 am. She tells the maintenance man to go fix it and says that the reason no one came is because we had Had the door handle card that says the room didn’t need cleaning on the door. I wasn’t aware that this had anything to do with maintenance that we specifically requested and scheduled and they didn’t call like they said they would. I was VERY upset at not having showered since SATURDAY and the lack of concern from the staff. I told the front desk manager that this was completely unacceptable for a guest. SHE BLAMED US, saying that we shouldn’t of had the don’t clean plaque on the door, and that we should have come sooner, she blamed the other employees saying if it was her there then she would have taken care of it. When I told her that I haven’t showered since Saturday afternoon, she ARGUED with me saying that there’s NO WAY that it’s been that long because the night staff took the repair note Sunday night around 1030/11. That’s when they got the message, which has nothing to do with the last time I showered. By the end of our stay here we had spoken to multiple staff members about this issue, I don’t feel like any of them genuinely cared and it really upset me. The only thing one staff member offered was free breakfast and I declined due to the fact that we had to catch a plane the next morning. All they really did was say sorry and figuratively shrug there shoulders, and blow us off, telling us there was nothing they could do, and not offering any solution or compensation other than a $11 breakfast. Not being able to shower in a hotel is unacceptable, but the ATTITUDE, ARGUING AND BLAME WE RECEIVED from the front desk manager was EVEN MORE UNACCEPTABLE. I even spoke to a representative of Hilton guest assistance and they said they would let the GM know to reach out to us ASAP about this, and still nothing. Needless to say by the end of my visit,...

Drove down from NYC to Florida and planned to stay here for a night as a rest stop before going further down south the next day. I stayed here last year for a couple days and was pleased and was the reason for planning it again.

So this was a Thursday night around 11pm, I called previously in the day and told the desk person that I would be arriving late so they wouldn't give my room away. The desk confirmed and said all was ok. Upon arriving with my 3 other people in my group, the front desk told us that our reservation was actually for the next day. The original person making the reservation must of made a mistake. So we tried to see if the reservation could be changed for the night if they had rooms. Being a Hilton honors member the rude man at the desk who couldn't be bothered to help us informed us the reservation couldn't be changed, only cancelled and then we would have to call and speak to reservations over the phone to book a room for the night. We tried this and were hung up on by the Hilton honors phone line multiple times.

As we were getting frustrated, the man at the desk informed us that he only had 1 double queen room left, as an apparent plea to get us to just give up and pay full price for the room right there. We spoke to the manager named Kelsey and she was even worse, absolutely unprofessional and couldn't be bothered to help us either. We explained our situation to her and she said the same thing that Dylan the front desk man said, and she even added in a "good luck" to us calling the reservation line. So that is the hotel manager telling paying customers that have a simple fixable issue good luck you are on your own. Apparently her shift was over shortly and she couldn't spare the time, soon after she left for the night.

So she left and rude Dylan was also still unable to budge so we gave up and went elsewhere.

Coming from someone that has hotel work experience all the manager had to do was modify the reservation date or do an early check in as she had rooms available.

P.s to anyone from hilton reading this. Dylan at the front desk was the worst and most unprofessional people I have come across. Completely cold and careless.

As for Kelsey, just her uttering the words good luck to a group of customers with a problem late at night and basically saying you are on your own and could care less if we slept on the street. She should be taken care of and obviously has no business running the floor if she is no...

Old and tired place with security concerns. Door was such a bad fit that I could open it by shoving my keycard between the doorframe and lock. Literally faster to bypass the lock than open it. I can see into the hall with the door closed through the gaps. Internal lock to prevent door opening fully didn't work either due to bad fit. Told front desk and while I was out they fitted an extra latch plate over existing one to make bypassing the lock more difficult but still possible. I dread to think how easy it is to access any room in this hotel. Internal lock wasn't fixed. Evening staff knew nothing about my complaint. Housekeeping don't appear to clean any surface that has your stuff on. Usually items in the bathroom have been tidied on to a flannel but nothing was touched here so can't have cleaned. I drank all the provided tea and none of the coffee but housekeeping replaced used items with only coffee. Clearly I'm a tea drinker. Two free bottles of water but not replaced each day; it's two for your whole stay. Aircon is a unit under the window so it makes a tremendous noise when running. Too noisy for night time so gets very hot. Vent is fixed and points straight at the desk so you can't have it on when working either. Can't even change the fan speed. TV is big but has no way to stream media to it. Housekeeping hadn't cancelled an alarm set by the last occupant so I would have been woken unexpectedly at 6am. Refrigerator makes so much burbling noise I dreamt I was in a submarine. Decor is very dated: wood chip textured wallpaper in beige. In dire need of refurbishment with worn and rusty fittings. Bath spout comes away from the wall. Breakfast is what you would expect but hot food is served on cold plates so it quickly goes cold. Old badly fitting windows provide little sound insulation so aircraft can be heard from early morning to late at night. I'm glad the desk doesn't have a glass top so it is possible to use an optical mouse. I can only imagine that reviewers who have given five stars don't stay in many hotels. Avoid until...