Customer Service Sucks! Not the worst of the Hilton properties but definitely on the lower end of the spectrum for customer service. You'd think that employees would be mindful of how they treated team members during stays but that's clearly not the case. Had to be refunded charges because someone (from valet) attempted to charge for parking when we didn't even keep a car on property and the fact that team members park free. After confronting customer service and being mishandled... I've decided to forward my recorded phone call straight to the GM so he can hear me asking the rep (16 times) to refer to me as Ms. Barrett. I wasn't going to make a big deal about it but then I decided against it. Since they were adamant about being an ass, I will be too. Now, I'm going to file both of my complaints formally and see if everyone has that same energy when their boss hears our phone call. I'm going to have to check and see if good old Harold Bassler is still the GM there? read more

My stay here was horrible. Honestly it was my worst stay at any hotel. When we arrived at our room, the floors were wet and had crumbs. We found chips under the nightstand, and dirty spots on the bathroom counter. Within 20 minutes after showering, our feet were filthy as if walking barefoot all day. The toilet stopped flushing the next morning and the sink took forever to drain. We felt uncomfortable taking our children to the pool because of the weed smoke and rowdy behaviors. Children and adults were jumping off the rock waterfall and diving in head first into the 6 foot deep area right next the the sign saying "do not climb on the rocks" but the staff at the poolside snack area did nothing to stop it. When we went to get towels there was none and the hotels staff said they have none and it's not their problem. At 10:30 pm the music outside in the parking lot was so loud that you could clearly hear the lyrics over the loud bass from their subwoofers and we were having troubles getting to sleep. We even tried turning on the TV to drowned out the noise but it was impossible. We spent most of our stay in our dirty room due to the weed smoke since it was everywhere. Which surprised me since this hotel is located right by sea world and I expected it to be family friendly. We stopped at 3 ice machines before we found one that worked. We were overcharged for a purchase and the hotel staff credited our room, but when we went to use the credit, they charged us for that in the middle of the night. When we read over the fees there was no listing of extra charges, but when we checked in they informed us of an $18 fee for parking. We tried calling about the problems with the room, but after 20 minutes of waiting for someone to answer the phone, we gave up and walked down there. We ended up standing in a line of people waiting to complain about the same issues we were experiencing. After speaking to the manager, who was very rude an unprofessional, he offered us an $18 credit and said he would address the issues. We will never stay in another Double Tree Hotel again!! read more

This place is fantastic!! Wether it's for work or conventions or as a base for going to universal or Disney it's smack bang in the middle of both! There is a complimentary shuttle that goes to and from both at very convenient times. And as an added bonus it's walking distance to seaworld and aquatica, supermarkets,restaurants. All very convenient. The staff ( especially Devica ) are very helpful and the maid service is exemplary! Don't believe the bad reviews these are probably from people who are never happy anywhere! 3 great pools a decent wee gym reasonable prices for food and drink. We couldn't have picked a better base for our holiday of a lifetime. read more

terrible wifi connection!!! Terrible front desk services!!! Mandatory extra charge!!! Not worth the price!!! Last choice among hotels nearby next time!!! Lost WiFi connection again and again, cannot endure this terrible experience any more so give this review. Angry read more

I stayed here for a conference the first week of November and let me echo many of the comments I have seen: 1. The property is beautiful. 2. Housekeeping is good The not so good. 1. Internet. $10 for horribly slow is not only embarassing, its a game stopper for me. I need connectivity to do work and when I can't stream video, thats a problem 2. Mandatory Gratuitiies for everything and everywhere, regardless of the size of the party. Service personnel dont work as hard when they know they are getting a tip anyway. 3. Phony Taxi Service. This hote has an outside contacted limo service provide "taxi" servce. When you ask for a "taxi" you don't get a taxi, you get a chauffered car at about twice the price of a regular cab. I didnt know this until the car was aleady heading down the road. There is no notice and I suspect this is an extra source of revenue for the hotel. The resort has many unsuspecting Europeans at the hotel. 4. Stay away from the lunch buffet and go to the restaurants around the area. I did bring up a few concerns which were addressed even after I contacted Hilton Honors. The hotel has promised to fix the issues I brought about internet, taxi service, and food. This hotel isnt bad, just needs some tweaks and some management that will elaborate a strategy on how to fix them. read more

While most people are aware of bird-watching as a hobby, very few have yet to discover the joys of cockroach-watching. I'll admit, I'm a bit of a novice in the cockroach watching community, but I was able to greatly increase my ledger during my stay at DoubleTree by Hilton Orlando at Sea World in beautiful Orlando, Florida. My initial greeting from the hotel left me a bit skeptical of the possibilities of the generous cockroach encounters I had expected. The lobby was elegant, the staff superbly nice and helpful and there was not even a crumb to be found on the ground in the spacious, elegant promenade where the hotel's check-in was located. "Surely, I thought," as I panned around the vastness of this massive space, "there can't be a healthy population of cockroaches in such a clean space." As I mentioned, the guest services were excellent and all the staff was very helpful. I was quite pessimistic about my cockroach spotting possibilities as I strolled past the lobby bar and out to the courtyard between the numerous building that surrounded it. "Boy," I though as I lugged my bag full of the latest cockroach watching equipment, "I've done it again. My streak of hotels without cockroaches continues. Perhaps I should start looking elsewhere." As I slid my key and entered the room I had relented to the fact I'd never fill my cockroach-watching book with the kind of specimens my heroes in the community had amassed on their way to the type of fame and fortune professional cockroach-watching affords. In hopes of logging onto the internet to day dream about such success for myself, I opened the hotel binder to garner my wifi password. "HOLY MOLY," I screamed as I reached for my iPhone. "By the hands of Zeus, what a creature!" I exclaimed. Standing before me wasn't just any cockroach, but a Smokybrown Roach, one of the rarer species to be found in Florida. "What a find," I thought as I began to capture the moment on video. In my documentation, you can hear my excitement as blood coursed through my veins. Pure ecstasy! I may have, however, gotten a bit carried away as you can tell in the video... I apologize, but it's not everyday you come across a 1.8" Smokybrown roach right in front of your very eyes. As soon as I got my recording down, I ran to the front desk to show them my findings. Huge smile on my face the entire way. Once I got to the desk, however, I found that the receptionist was not as fond of the creature as I was and didn't even want to watch more than a couple seconds of the video. Before I could even finish explaining the sheer size of the beauty, she had switched my to another room and apologized profusely. "Was this a Blattaria-phobic institution?" How could I have been so naive? The receptionist and the hotel management were both disgusted by the creature; they said so in no uncertain terms. So, after all, it looked like I wasn't going to have additional time to photograph and catalog my rare sighting. Darn it. "Now none of my pals in the cockroach-watching community are going to believe me," I muttered to myself. It was a long, dark walk to my new room. All the while I dragged my feet and thought of what could have been had I been able to fully inspect the subject and hunt for further evidence of additional specimens. It was a dark couple of minutes in my life. Total despair fell upon my plight. I was completely lost. I was also literally lost as the hotel is very confusing at first and very poorly lit, but nevertheless I did find my new digs. As I threw my bag down on the bed, I could have sworn I saw something scamper away out of the corner of my eye. "Could it be," I questioned, "has lady luck crossed my path once more?" I immediately pulled out my field manual and followed the guidelines of any good cockroach-watcher: Start at the perimeter. Walk the walls. Look in the creases and cracks of the room. As I shined my flashlight down behind the desk I yipped with joy. There were two roaches concealed by the shadows of the wooden structure. By george, I thought, I've hit the mother lode. Now I won't bore you with the rest of the details of this fruitful cockroach-watching trip, but let's just say a few more trips to the Doubletree by Hilton Orlando at Sea-World and I'll be hot on the verge of cockroach-watching immortality. read more

DoubleTree by Hilton Orlando Theme Park Resort - One of many beautiful cockroaches found at this hotel - Hotels Near Me - Orlando, Florida

Stayed only one night because of a meeting and found the room to be clean. The staff was very pleasant and the cookies they offer are delicious. Check in was quick and easy. I'd stay again and would recommend. read more

Went to this hotel a few weeks ago, very pretty hotel with lots of things to do. I went to have dinner in the restaurant and although the service I received from the waiter was Very good she was extremely nice and attentive. The food was not what I expected. The beef patties were dry and the pasta I had was way over cooked, The smoked salmon was drowned in balsamic and the conch friters were the worst conch I had ever had. It was chewy and hard and tasteless. deffinitly would not eat there again. It is good hotel for a weekend away. read more

Only 2 because the front desk person I complained to was nice. This was a BAD experience. From the $25 fee at check in that we weren't expecting, to the bathroom REEKING of cigarette smoke, to the unexpected handicap room (that was NOT cleaned well), order card left on nightstand from a prior guest. Terrible. And when I complained they waived the $25 fee. Wow. read more

For such a nice hotel, their rooms surprisingly feel like motels. I understand the amenities are nice, but i don't think that justifies the room having mold in the corner. Not to mention that the pillows were sad, flat lumps of feather/down/whatever inhabits the inside of a pillow case. The staff at the front desk were not especially friendly when dealing with a double booking (my companions and i walked into a room..that already had people in it.) Needless to say, the hotel itself has fantastic areas for recreation or events, but if you were to just stay in the room? Please charge less. read more

No hot water and they didn't switch me out of the room. this is the most disgusting hotel I've ever been too.

While all of the staff we encountered here was very professional, friendly, and accommodating, we were very disappointed in the room itself. We expected much more with a name like "Double Tree by Hilton", however I've honestly had better rooms at various Motel 6 locations in less desirable locations around the country. And that's just it- part of the problem is that they cut corners likely just because it's Orlando. Because they can. We had no fridge and no microwave, which we didn't realize until after we'd booked, and there was a general 'cheap motel' feeling to the room. Otherwise, the staff were great the facilities were great, and of course if you're into the Orlando park scene, the location is ideal. read more

Great for families, Two pools one with a sit bar, restaurant and a small market and pizza shop. The rooms ain't the biggest but ok . Location is great for many parks like sea world and aquatica . We had fun here no need to go any where. Villas a bit dark at night. The rooms look ok not fancy, read more

Came here using my boyfriends points as he travels all the time and stays loyal to the Hilton brand. He is a diamond member they did a great job of getting us a room in the tower and those cookies are the best. But parking $14/day even for diamond is absurd. my BF spends probably 15K a year through his company at Hilton properties throughout the US and never gets charged typically. When asked the front desk if it was a mistake the dude at checkout said yeah I know some properties have it free for diamond but we dont. The principle of the thing is more annoying than the cost. We had breakfast both days in the buffet which was good and the resort itself is huge almost confusingly big. We couldn't find the hot tub for the life of us. It would have been a 4 star experience if not for the parking fee. Maybe he will start looking into a more accommodating brand for his future hotels. read more

Room looked nothing like picture. description said nothing about two different locations on the same property, one was the towers and the other like a villa (the older area). My husband had to walk to the front desk to ask for more towels because No-one every answered the phone and then had to call the next morning and let ring for awhile before someone answered to ask for towels again because we never received the first time. read more

This doubletree resort has been recently remodeled. I've only stayed in The garden rooms. The king suite was spacious and very comfortable. About 3 x bigger than normal hotel room. Felt very luxurious. The double room I got this time was cramped, musty and very old feeling. Bed was comfy though and wifi works, so not worth asking for a room switch read more

DoubleTree by Hilton Orlando Theme Park Resort - Lobby - Hotels Near Me - Orlando, Florida

Bottom Line - If you must stay out in the area, this DoubleTree is fine. You do have to pay for parking if you have a car. Be sure to stay in the tower... it's much nicer to have indoor hallways... and you don't get the motel feeling. The beds were comfortable, the sheets were fine, and the bathroom is pretty standard. In summary, it's a pretty standard DoubleTree. I normally wouldn't stay here, but I was in town for a conference. The employees were all pretty accommodating and friendly. read more

4 stars if visiting Sea World, 3 stars if you aren't . . . I didn't. I liked the room though, had a nice feel to it. They kill you with the addons though. $10 for self parking? And it was a hassle everytime I went through as my room card never worked. No free breakfast, no internet . . . thank goodness for the free cookie lol . . .they were good. Bed was soft. I wouldn't hesitate to stay here if going to SeaWorld but I probably would look elsewhere if I'm not (unless Priceline sends me here for cheap) I didn't mind the extras so much because of the $43 rate I got on PriceLine. Don't know if the resort area was extra or not, didn't have time to check it out, but it looked nice with a mini golf course, and other activities. read more

The resort, guest room and amenities were OK - pretty average. Most staff we encountered were friendly and helpful - so that was nice. Overall, we thought our stay was generally good... until we encountered the strange transportation operation this hotel runs at their lobby entrance... What appeared to us to be a pretty dodgy operation was the way transportation was handled. When we asked for a taxi, the doorman would make sure a limo would show up and take us somewhere. We thought that this was the standard way things operated here... that was until we compared the cost of the service after we took a return trip to the hotel using a taxi. It was always about 50% less using a taxi. The limo offer wasn't the problem - it was the way the service was always being pushed on us by the front door staff. Tip: If you are staying here and want to save 50% on local transport costs - make sure you insist on a taxi when you ask for a ride! read more

Oh boy. This was definitely an experience for me and my better half. Our first night, as stated in my reservation, I informed the hotel that we would be checking in late, after 11pm. They confirmed that this was fine and that there would be someone at the front desk who would be ready and willing to help us do what we need to do. They confirmed that our room, a non-smoking room, would be available for us upon arrival after a late checkout. Upon arrival, yeah... it definitely wasnt a good experience. I think it's rough that I ended up becoming a Hilton Amex Card holder because I dont think I'll ever find my way to the Doubletree by Hilton again. But then again... nothing's wrong with second chances, right? read more

This place IS NOT a DoubleTree. I payed $200+ per night to stay at a motel 6. Upon arrival I unloaded our bags onto the cart and went to check in. We then found out we were in a 'Villa' which is not what we booked nor what we wanted. We reloaded our bags back up drive to the complete OTHER side of the property with super sketchy lighting and parking. Unloaded our bags AGAIN only to realize we were upstairs and there was no elevator. Exhausted from dragging our weeks worth of luggage upstairs and finally located our room. Even being so appalled by the state of our room we were too tired to even leave or have to move our things again, needless to say we gritted our teeth and decided it was worse to even try to navigate leaving or moving than to actually sleep in the room. We stayed. Despite having to wedge yourself between the toilet and the tub to open close the bathroom door. Despite the poor plumbing (low water pressure & toilet will not flush) Despite the rust and questionably clean tub. Despite the odd sticky substance the had the that had the phonebook glued to the bedside table. Despite the grungy secondhand look of all the furniture. All of that was STILL better than having to track all the way down the stairs & across the property in hopes of finding someone sympathetic. Only thing I have to say is 'lesson learned' & next time I want to feel like i am staying at a 20y/o motel... I'll do that. For $50 across the street. Also we DID book through the hotel because we are Hilton rewards members and NEVER use 3rd party booking. Also all the bars and restaurants closed EARLY because there was so few people there. So if it's based on availability and that STILL what we got, I would hate to see what you give a rewards member in the busy season. read more

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My stay has been amazing!! Jenitso & Michael we're a pleasure ! I had time to eat breakfast and have lunch. The food at the hotel was delicious! Customer service was on point. Hope to be back soon. read more

After a horrible experience at allure resort, I found my perfect experience at this amazing hotel!! I love the Hilton hotels !!! I have yet to stay at Hilton hotel and not have a great experience. Staff is always welcoming from the front desk (I think her name was Nikky, she was an angel) to the maid staff, the rooms are always perfectly decorated. The property is huge! 3 pools, including a family fun pool for the little ones, arcade, putting green, gift shop, pantry market, etc... Simply spectacular!!! They always make my vacation stays utterly enjoyable! It's worth every penny! read more

DoubleTree by Hilton Orlando Theme Park Resort - My baby at the Laguna pool! - Hotels Near Me - Orlando, Florida

So let me start by saying WOW at some of these reviews!! If I could give them more then 5 Stars I would. My husband and I just got home from an amazing anniversary get away. We stayed in the tower on the16th floor. Room was clean and quiet. The customer service from before we got to the hotel until we departed was some of the best I have ever received. With that said I travel with work and stay in a lot of hotels. I will be recommending this hotel to my company for future business trips as well. They even sent us a bottle of wine and a small anniversary cake. With us being two individuals who work a lot this was appreciated more then these words can express. We hope to see you soon. Please continue the 1st class customer service!! read more

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This location is very run-down and unkept. There is mold on the roof tiles, or they're falling off. The gate to get into the parking lot was left open at all times, and we had to park a good ways from our room/building. There was noise at all times of the day and night. Sheets were not clean upon check-in. Souvenir went missing after housekeeping cleaned our room, and it never turned up. Did not feel safe in this location. There was one restaurant open, which was OK, not great. Not many restaurant options around this location. Felt very much like a cheap motel, not even close to a Doubletree or Hilton. read more

My expectation of a DoubleTree is that of the tower you usually see when you search for this hotel on the Internet. Unfortunately I stayed in a room far from the tower, in one of the approximately 20 buildings that make up this resort. Most of the rooms are in these out buildings. I felt isolated. The property (land and pools) is gorgeous and the inside of the rooms are fine. The outside of the property looks like a tired old place that has been painted. The fitness center is on the other side of the complex from where my room was located, so I guess you could say I got a warm-up just making it over to the place. The workout room is fantastic, with plenty of treadmills, ellipticals, bikes and weights for my needs. The pools looked great; the main pool looks fantastic. And or course the cookies are good. The bad? Well, parking is extra. I stayed by Universal (on Kirkman) at another hotel chain and parking was free there. Internet was $10 a day, which I find ludicrous in this age. The location is tucked at the end of I-drive. There is a dive sports bar, Orena, that was good, across the street. This hotel does have some restaurants/cafe or quick service operations if you don't want to walk across the street or take the trolley up I-drive. My rate was $89 per night. read more

I did not stay at this hotel, but I spent a day here with my in laws while they spent the week at the hotel. They were part of a special group who came for Passover and had all kosher meals provided. We walked the grounds, and I saw 2 pools and a mini golf course. The lobby was highly perfumed, beyond what I think is necessary. they had a king room, which was modern and updated. Someone mentioned in her comment about seeing a roach and lizards around the hotel. This is FLORIDA. That is beyond common. Hopefully the roaches all stay outside and live in the trees and you don't see them. The lizards scurry around the ground and sometimes are nice enough to eat the roaches. That just goes with the territory here, and any Floridian will tell you that. The food we had was great! There was a lunch spread of salmon and tuna, Passover lasagna, cheeses, crudité, guacamole, salad, onion soup - and assorted desserts and ice creams. At tea time there were dried fruits and nuts, candies, ice cream, juice and soda, Passover cake pops and more. There were plenty of open spaces were families played ping pong, basketball, mah jongg and just sank into hammocks. This hotel is also just minutes from theme parks by car!! read more

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Terrible. No hot water in am. Toilet ran all night. Stay away. Something very wrong here.

The ceiling, which was painted white, had over much of the surface large black areas and stains with what appeared to be mold and/or dirt. The carpet looked and felt as if it was in need of a deep cleaning. One washcloth provided for 2 people. No tissues in the tissue box. The outside walls and common areas could use a scrubbing and new paint and just look like they need some attention. This hotel seems to be struggling with more than covid related challenges. read more

First and last time staying at this hotel. My first night there, I asked front desk if I could have deodorant and makeup remover towelettes. The two front desk people there looked at me like I was crazy. Then they told me if I need anything to go to their gift shop. Seriously? I actually did upsettingly go and it was crowded and there was a line. I was in a hurry at the time so I just went upstairs back to my room. I decided to have them delivered to me instead through a grocery delivery app. I did not have a vehicle during this stay. It was no problem at all when it got delivered to my room. I then called the front desk asking them for room service and the lady told me they don't do room service at the hotel. Pretty inconvenient huh? I decided to order food for my stay there and had it all delivered to me without any problems. The next day, I ordered water bottles and a couple other drinks. Then I got a call from the front desk asking me if I ordered anything. I said yes, and to please have the delivery guy deliver it to my room. The lady at front desk said that they're not allowed to deliver anything to our rooms. I was confused because the day before, I had food delivered to me no problem. She said that was an error and if I want my items I ordered, to come down and retrieve them from the front desk. That was pretty inconvenient for me but I got dressed and ended up heading downstairs to collect my things. Later on, I wanted to reheat my food but my room didn't have a microwave. I called front desk to ask if there was a room with a microwave and if they can have one delivered to my room. And the front desk lady rudely told me they don't have microwaves in any rooms at that hotel. Then she rudely said if I needed to use a microwave I need to use the "communal microwave" in the game room. Which I had no idea where that was and she neglected to tell me or ask if I knew. This is also very inconvenient for anyone staying here. Also, I called front desk to have two extra pillows delivered to my room, the housekeeping man that delivered it seemed like he was really annoyed that he had to walk from wherever he was just to bring me my two pillows. He handed them to me and didn't say anything when I told him thank you. My last night there, to top it off, there was a huge cockroach in my room's bathroom. I screamed when I saw it and had a friend of mine quickly go smush it. Right after he did, I decided to take a picture of it for evidence. I stayed for a total of 4 days here. During my whole stay, housekeeping only knocked once at my door for service. The next time they knocked was on my check out day. That was the only time when they seemed eager to service the room. The fastest service I got from anyone there was my bill that was slid under my room door. This was the worst hotel experience I've ever had which is sad to say because I've stayed at hotels with less stars before. Also sad considering the lovely view of the fountain in the lobby. With an elegant display, one would think the customer service there would be exceptional. Looks are deceiving I guess. I would like to say the only positive thing about my stay was this gentleman at front who worked overnight. He was a tall, black man, with a really friendly and positive attitude. I didn't catch his name but I believe he was bald and was very bubble. He was the only who was helpful to me when I had questions about my stay and the only worker there that didn't give me a rude attitude during my stay. read more

I really am having a hard time deciding whether or not it should be a 3 or 4 star. I was in one of the rooms off the pool, the decor was dated, and the service in some areas was impeccable, then in other areas truly faltered. The Hilton Honors Reps were fantastic. Some of the front desk, not so much. The careline, definitely needs work. It took 3 phone calls to get the television fixed. Then two days after receiving faxes, I was notified I had them, didn't do me much good because they had sat at the front desk for 2 days. The Restaurant "Laguna" was fantastic, great food, excellent service. Fantastic patio with great live music. The Market, completely under staffed, I felt so sorry for those people, everyone converges there in the morning for coffee and late afternoon and I never saw more than one person working behind the counter. Great pool bar and beautiful pool area (Main pool). There evidentally are three pools, I only saw two. The other pool I saw was off near the rooms that were not in the tower, next to all the play areas and the mini golf. This area needed some updating. Older looking, not as well kept. Lots of leaves all around, with Lizards, Frogs and very dark at night. Needed some sprucing up. Great additional ammenities such as UPS Store ( a bit pricey) but conveinent. Thrifty Rental Car, go see Leroy, he is the nicest, helpful person at this facility. Business center, computer is free and printing up to 10 pages too. The rooms, decor was dated, beds were so hard and pillows (foam) were like cardboard. Needless to say I did not sleep well. It was very humid and they only had wall units in my style room, had to leave it on all night otherwise I would have died, but the a/c unit was so loud it woke me up everytime it went off. Definitely could use some upgrading. Overall, the stay was bearable, but the price was resonable. read more

The hotel is really clean and the grounds are quite beautiful. The hotel is beside SeaWorld. It is a good location for access to other attractions such as The Upside Down Museum, Ripley's Believe It or Not, and Titanic: The Experience. My ownly complaint is that I asked for a wake-up call and did not receive one. Still, I was able to set the alarm in the room and I woke up in time. I would recommend the hotel for anyone to stay at. read more

The place was wonderful. Unfortunately the valet service provided a couple of nice scratches and dents on the passenger side. We noticed it within 10 minutes of pulling out of the parking lot. Unfortunately, we cannot prove it and are stuck with the damages. Lesson learned: Wonderful hotel, avoid valet or accept the risks on your own. read more

Rooms are old, lobby looks nice, it's ok for the price,,, pool opens til late at night looks fun even though u didn't use it. Front desk people are nice now "free breakfast" is not really free and they charged you for parking every night and i had to park really far from my room because parking was full. read more

Only giving 2 stars because the supervisor was so nice and understanding, booked the hotel online was expecting a normal hotel from the pictures, but instead got a roach motel, room was musky smelling mold covered the roof, bed barely looked like it was made, a wash cloth(not sure if it was used or not) by toilet, 15 dollars a day to park in a parking lot, overall horrible place. We did get a refund which was greatly appreciated. Highly don't recommend might as well stay in a motel 6 or days inn. read more

Don't let the name Hilton fool you. The good service stops at the front desk. Nice enough facility but don't expect good service from the restaurant or bar. S L O W. Slow even at off peak times. The last morning of my stay I was awoken before 8 am by the sound of what I thought was a very large family leaving their rooms. The shouting in foreign language (that could be heard above the roar of the old style AC unit in each room) went on for an extended period of time. I got up to investigate only to find it was the CLEANING STAFF yelling back and forth to each other. Please understand me when I say it was a LOUD disturbance. After a call to the front desk, the noise subsided after a few minutes. The damage was done. All three of us were now awake. A new hotel followed later that morning. read more

Cons Paper thin walls and very noisy in the walkway. Toilet paper holder broken Paper coffee cups not replaced daily. Empty pill bottle not from us was behind toilet for the 4 days of our stay. Laguna restaurant in the hotel didn't wipe off used placemats between customers coming in to dine. (YUCK YUCK YUCK) service was very lacking as well. No refrigerators in the rooms Dirty room windows. No table in room. Loose bricks on walkways Not really a resort hotel Pros Smiling valets and smiling people at the desk. Comfortable beds. Easy access to SeaWorld. 2 Stars because I'm afraid to even think about what they don't clean if they don't even clean the placemats on the dining table. read more

After arriving at 11:30pm I had to wait in a line 5 deep to check in because they didn't have enough staff working. I had just travelled for 12 hours and the last thing I wanted to do was wait in line. They put me (a small woman traveling by myself) in a room at the furthest darkest end of the property on the second floor of a building with no elevator and I had 58 lbs of luggage to carry up the stairs. I requested a room that was in a better lit area on the first floor and they did deliver on that but they did not grant my request of a room with a bathtub. They also sent new employee to guide me to my room. We walked around for 10-15 min, up and down the stairs at midnight looking for the new room because he didn't know his way around. The water smells of sulfur (and it didn't taste like that at the Hilton where I had colleagues staying) and I couldn't even drink it without gagging. It tasted like I was drinking a fart so I was stuck buying $3-4 bottles of water. Showering was an equally gross and stinky experience. The sheets were rough and itchy, the tv randomly kept turning itself to channel 7 until I faced the remote completely away from the tv. Their gym sucks. It's very bare bones. The spa didn't have anyone working who could do a pedicure (on a Sunday early afternoon!). Their little market charged me for liquor (not reimburseable by my company) according to the receipt when I bought water. Oh... And I couldn't just get a bottle from the machine right outside my door because it was sold out for my entire 4 day stay. The food at Laguna was good but overpriced. The housekeeping staff were friendly but those are about the only good things I have to say about it. Even though my company paid for my stay, it was a huge waste of $1100 for them. read more

Definitely not family friendly. Just checked in at literally midnight with a one year old in-hand. Upon arrival, front desk attendant, Adrian C. was completely rude and unwelcoming. Because he was unable to find our last name on his "list" he completely interrupted and dismissed me when trying to give our reservation number stating that their reservation numbers begin with a 3. After explaining that the reservation was made through a time-share he magically found the reservation and extended the check-in process by telling us someone checked in already. We have all just arrived from Philadelphia and no one has checked-in yet. He ultimately then gave us the furthest room possible from the front desk in front of a bunch of men smoking cigarettes outside of our door on the premises. Would not recommend! read more

Gorgeous hotel with friendly and personable staff! My husband and I booked a few nights here for our anniversary. The room we got had some slight issues which we brought to the attention of Edra, the Care Manager. When I talk about quick, Edra was SUPER QUICK to take care of us! Very impressed with the customer service we have received. read more