Hilton Garden Inn Lake Buena Vista/Orlando
🏨 Hotels & Travel · Orlando
total experiences
replied on google
Most reported issues
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Experiences
Expensive parking, outdated rooms, and dishonest, indifferent staff.
Business reply on Google
Thank you for sharing your feedback. We sincerely apologize that your stay did not meet your expectations. We are particularly concerned by your comments regarding the condition of the room and the service you received, as these do not reflect the standards we strive to provide. Your feedback has been shared with our leadership team for review, and we will use it to identify opportunities for improvement. We value your loyalty to Hilton and regret that this stay left you with such a negative impression. Thank you for bringing these concerns to our attention.
Hotel failed to provide housekeeping and requested towels were not delivered.
Business reply on Google
Safia, thank you for sharing your experience with us. We are truly sorry that your visit did not go as you hoped, especially after a long day with your family at the parks. Not having your guest room refreshed and needing to repeatedly follow up for towels sounds both frustrating and disappointing. It’s clear that the communication around housekeeping and amenities did not meet the standard we set for our guests. We recognize how important a well-prepared room and timely assistance are, particularly for families. Your feedback will be shared with our housekeeping and Guest Relations teams so we can address these concerns. We genuinely appreciate you letting us know, Safia. If you decide to visit the area again, we hope we have the chance to provide a much improved experience.
Hotel failed to provide early check-in, member perks, and functional room amenities.
Business reply on Google
Ruchira, reading your review, it is clear how deeply disappointing your visit was, and we are truly sorry for the experience you endured. No guest should ever go through such a series of frustrations, especially after a long journey, and as a Diamond member, you deserved much more from us than what you received at the front desk and during your stay. The long delay at check-in, the AC issues in your room, and the lack of support from both our team and the dedicated member specialist are completely unacceptable. We have shared your experience with both our Guest Relations and engineering teams so we can address the front desk processes and overall support for our loyal guests. Ruchira, we take your feedback seriously and will use it to drive improvement where it is clearly needed. We are genuinely sorry your time with us was so disappointing, and we appreciate the chance to learn from what went wrong.
High parking fees, malfunctioning app, and poor room cleanliness.
Business reply on Google
Daniel, we are genuinely sorry for your frustration with your visit. The challenges you encountered with parking as well as the issues in your guest room and bathroom did not reflect the standard of care and comfort we strive to provide. Our housekeeping team and Guest Relations team will address the concerns you described so we can make meaningful improvements moving forward. We truly appreciate you sharing your experience with us.
Room maintenance issues and extremely dirty carpets throughout the hotel.
Business reply on Google
Jarrod, we truly appreciate you taking the time to share such detailed feedback about your visit. We are deeply sorry for the multiple concerns you described, from the noisy environment near your first room to the maintenance and cleanliness issues in both your guest rooms. This is not representative of the experience our team aims to provide, and we regret that your stay created so many frustrations. The carpet condition and the issues you encountered with both rooms’ features are especially concerning. Our housekeeping and engineering teams will be reviewing your comments closely so we can address these matters directly and prevent future disappointments. We realize how important comfort and reliability are for every guest, especially during a work trip, and we are sorry that was not reflected in your stay. Thank you again for letting us know what happened. Your comments give us important insight and will guide our efforts to provide a better experience moving forward.
hotel failed to disclose disruptive daytime construction work to guests
Business reply on Google
We’re excited to see your 5 star review and happy to hear that you experienced our exceptional hospitality. Next time you visit Orlando, we'd love to have you stay with us again! Thanks for taking the time to leave us your feedback, as it means a lot to us.
multiple room maintenance issues and lack of staff assistance
Business reply on Google
Frank, thank you for taking the time to describe your experience. It is truly disappointing to hear about the challenges you faced, especially the repeated maintenance issues in your guest room and the difficulties around both the pool and water service. We are sorry that our team was not more proactive in addressing these concerns, and that your requests for assistance did not result in a better outcome. The details you shared will be brought to the attention of our engineering and Guest Relations teams right away. We appreciate you giving us the opportunity to learn from your visit.
Long wait times, broken room amenities, and unsanitary pool and lobby.
Business reply on Google
Dear Anthony, Thank you for your feedback, and we sincerely apologize for the many issues you experienced during your stay. The delays at check-in, room condition, cleanliness concerns, and overall environment you described are not reflective of the standards of Hilton. We truly regret the impact this had on your visit and are addressing these concerns with our team. We appreciate you bringing this to our attention.
hotel room air conditioning is broken and staff failed to repair
Business reply on Google
Good day, Mr. White, Thank you for bringing this matter to our attention, and we sincerely apologize for the continued inconvenience you have experienced. We have spoken with our property engineer, who advised that he visited your room yesterday morning/afternoon and addressed the air conditioning concern at that time. Are you still experiencing issues with the temperature in the room? If the problem has not been fully resolved, please feel free to stop by the front desk this evening and we will be happy to assist you with relocating to a new room, should you prefer. We appreciate your patience and look forward to ensuring the remainder of your stay is comfortable.
Hotel cancelled confirmed reservation and refused to provide compensation or assistance
Business reply on Google
Hello Kaylee, we're sorry to hear about the difficulties you encountered with your reservation and the service at our hotel. The situation with your room and the response from our team is being looked into. Please contact https://help.hilton.com/s/contactsupport and (407) 239-9550 for further discussion. We appreciate your feedback and are dedicated to enhancing our guest experience. Thank you for sharing your concerns, and we hope to welcome you back for a better stay.
Room maintenance issues and poor service regarding missing amenities
Business reply on Google
Anthony, thank you for sharing your experience with us. We are truly sorry that so many aspects of your visit caused frustration, including the condition of your room, the noise issues, and the difficulties you faced getting assistance from our team. Your comments about your guest room and comfort, as well as the service you described at the front desk, have been shared with our housekeeping, engineering, and Guest Relations teams for urgent review. We appreciate you taking the time to let us know, and we are sorry your stay did not reflect the standards we set for ourselves.
Room maintenance issues and lack of security were not addressed by staff.
Business reply on Google
Sydney, we are truly sorry for the experience you described. It is very concerning to hear that so many aspects of your stay, including the response to concerns in your room and the interactions you had with our team members, left you feeling let down. Your comments about both the condition of your room and the service you received have been shared with our Guest Relations, Engineering, and Housekeeping teams so we can carefully review what happened. We want you to know how seriously we take feedback like yours, and we regret that we were not able to resolve these issues while you were with us. Thank you for taking the time to share your perspective.
poor room maintenance, misleading fees, and unhelpful front desk staff
Business reply on Google
Katelyn, thank you for taking the time to share such detailed feedback. We’re sorry your experience didn’t meet expectations, and we understand how important comfort and attentive service are to our guests. Your comments have been shared with our team so we can review where improvements are needed. We appreciate your honesty and will continue working to enhance the guest experience moving forward.
hotel room had unsanitary conditions and severe plumbing issues
Business reply on Google
Keven, thank you for taking the time to share your experience. We’re sorry your visit wasn’t as expected, and we understand how frustrating these issues must have been. Your detailed comments have been shared with our management team so we can address them with care. We truly appreciate your feedback as it helps us continue working to provide a better experience for our guests.
hotel lacked running water and failed to notify guests
Business reply on Google
Jeffrey, thank you for sharing your experience. We’re sorry your visit was so disappointing, especially regarding the water situation and communication. Your feedback is important, and our team will review your comments to help improve the guest experience. We appreciate you taking the time to let us know about your stay.
Hotel failed to provide hot water and refused to process refunds
Business reply on Google
We sincerely apologize for any inconvenience you may have experienced during your stay due to the temporary hot water issue. The hotel experienced an unexpected equipment failure, which resulted in lower hot water temperatures and reduced pressure. We completely understand how this may have affected your comfort, and we truly regret that it impacted your experience. We are happy to inform you that the issue has been fully resolved, and the hot water temperature and pressure have returned to normal levels. Thank you for bringing this to our attention, and we hope to have the opportunity to welcome you back for a seamless and enjoyable stay in the future.
Multiple room maintenance issues and undisclosed hotel fees
Business reply on Google
Warren, thank you for taking the time to share your detailed feedback. We’re sorry your experience didn’t meet expectations, and we understand how important comfort and clear communication are during a stay. Your comments have been shared with our team so we can address these concerns and identify where we can improve the guest experience. We appreciate you bringing these matters to our attention.
hidden parking fees and hazardous uneven pavement in laundry area
Room odors, noise, missing toiletries, and poor housekeeping service.
Business reply on Google
H, thank you for sharing your experience with us. We’re sorry your stay wasn’t as expected and understand your disappointment with several aspects of your visit. Your feedback has been shared with our team so we can work towards making improvements. We appreciate you taking the time to let us know about your concerns.