Hilton Garden Inn Orlando Downtown — Hotel in Orlando

The driveway location can tricky to find without GPS. The valet staff is friendly and strives for timeliness but are hindered by no self parking option for guest. If you have a car they must park it across the street it appears. The staff at the front desk is useful where you would require them to be. The bar is staff is friendly. The cooking staff is quick and food is pleasant and presented well. Breakfast is not included and cost about $23 with tip. The breakfast food wasn't bad but some may prefer the Starbucks next door. Plenty of restaurants in the area with a variation of food options. Even with three elevators in rotation the wait can be longer than expected and the elevators are room key operated to control who can reach the guest floors. The hotel is broken up into two different Hilton brands. Garden Inn and Homewood Suites. It appears the floor you are on controls what your room will look like. The fitness center is well appointed but oddly on the 8 floor and can be noisy. It is closed at 10 pm which makes sense given it's location. The pool is also on the eight floor overall a normal hotel pool that closes at 10 pm. There a sort of view of the city area. Normal room amenities. I really wish TVs would be replaced with streaming friendly monitors that don't require me to login into my apps and would allow me to do screen share. Coffee and Fridge in room. The fridge doesn't get cold. It stays cool. The coffee has two single packs of sugar between two probable serving, we must get better at this issue. The view from you window is nothing noteworthy. The bed is comfy but not amazing. The pillow have held many heads on them and lay flat mostly. Furniture is newer and has limited wear. Bathroom shower is nice and big. The auto light switch in the bathroom seems pointless because you can't disable and it turns off if your in the shower for a time. The barn style door on the bathroom seems to be the thing with all new hotels but the gap it leaves at the door edges isn't friend friendly and might be awkward if you're sharing a room with someone who don't want to see you potentially naked through the crack in the door. All and all you could put any name on the building and it would be any hotel brand more over. But it's a Hilton hotel so you get a nice room and good staff plus you points. It great enough for...

I was attending an event for one night and stayed at the Hilton Garden Inn DT Orlando, the actual hotel is new and very nice and comfortable. However, upon my check in I had my service animal with me and offered my paperwork upon check in & the staff said it wasn’t needed. I was charged a $50 fee for incidentals and because I was attending event that evening I just parked on the street as I would be using my car that evening. The next morning I woke up around 8am took my dog out to potty and on the way back in stopped at the front desk in the lobby with my dog and asked about breakfast, she asked what room I was in and I told her, she replied it was free. I went back up to my room to put my dog and feed him his breakfast before returning back downstairs to have breakfast myself. As I went in Resturant the staff in there said I needed a voucher, so I went back to desk and asked for the voucher, the same woman who earlier asked my room number and said that breakfast was free proceeded to tell me it wasn’t that I needed purchase it upon booking my room. Okay, no problem, but just thought that whole thing was weird and inconvenient. Anyway, I went back to Resturant and had breakfast. Checked out at 11:00am Fast forward the next day I was charged a $66 fee for my service animal, I called to asked about the charge and the woman explained it was a service charge for my pet. I explained to her he’s a service animal and she asked what I’d he trained to do? I explained that I had his papers and offered them upon check in and was told not needed. Needless to say I’ve called several times spoke to several staff & even left messages for the manager. I’ve never received a call back or Never received my fee minus breakfast for incidentals returned or the $66 charge for my service dog returned. I’ve stayed at many Hilton Hotels over the past 9 years that I’ve had my service animal and NEVER been charged or not ever refunded my hold for incidentals. I’ve been in customer service my whole life and I wouldn’t imagine treating a customer like I have been treated! I’m very disappointed in the HILTON. Poor staff! I gave it one star for staff and lack of attention for a return call from the manger. Shame...

We booked a pre-paid room with the wrong dates and called the advanced purchase department to have it corrected. The CSR (Britney) told us that she spoke to the hotel and that we were good to go with the new dates and that we would receive a new confirmation number with the correct dates. After 3 days of not receiving the new confirmation, I called the hotel and advanced purchase department asking for the new confirmation. Turns out our reservation was NOT corrected and they would NOT be modifying or refunding the original reservation, even though their customer service rep said we were good to go. Both parties told me I needed to call the other to get it fixed, sending me on a wild goose chase.

I have spoken with Britney, Eyad, Jody, Sandy, Jerri, Ashley, and Juan and they all gave me conflicting information. One rep told me it was changed with no penalty. Another rep told me I had to call some number that ended up being a medical device company. Another rep told me that I could cancel my reservation but they would charge me one night as a fine for modifying. Another rep told me to call AAA and have their customer service change it. Another rep told me the hotel could change it only to have the hotel tell me that the rep could change it. The assistant property manager also told me that they have a completely different system than advanced purchase and that they don’t have access to the system.

DO NOT EVER BOOK PREPAID and don’t book with this hotel. Very disappointed in the misinformation and lack of flexibility. You would think after Covid, this hotel would be more flexible in modifying reservations. They should allow you to cancel for a credit that you can use towards another booking. At the very least, they should all receive the same training and provide consistent...