DoubleTree Suites by Hilton Orlando at Disney Springs in Lake Buena Vista, FL

We arrived and checked in at 6:00 AM on 21 April, having made prior arrangements with your supervisor, Gabriela, on 7 March, to book the room from the night before so that it would be ready for our early arrival. Unfortunately, this agreement was not honored—a clear sign in hindsight that we should have reconsidered our booking. Upon arrival, I asked if the sofa bed had been made up, as our reservation was clearly for 2 adults and 2 children. I was assured it had been. However, when we entered the room, the sofa bed was not made. I contacted the front desk and was told housekeeping would attend to it—no one ever arrived. By 9:00 PM, the issue was still unresolved. Additionally, there had been no daily housekeeping service, which was included in our booking. When I followed up again, I was told I needed to be more specific about what I expected from housekeeping—such as which beds should be made and what items were required. This level of service is far below what is expected of a Hilton DoubleTree property. Eventually, housekeeping arrived, pulled out the sofa bed, and left—without providing pillows, blankets, or making the bed. I escalated the issue once more to Gabriela, who advised that we were expected to retrieve a thin blanket and two pillows from the cupboard and make the bed ourselves or they can send someone up again. This is entirely unacceptable for a family booking especially that this occurred after 9PM at night. To make matters worse, we now have exhausted 3 and 4 year old kids who had to wait the entire day before their bed was even partially set up. This is not the experience we expected or paid for. In addition to the above: - The room is visibly run-down - The air conditioning unit is excessively loud - The bathroom water temperature is unstable, frequently switching between hot and cold - The room is significantly different from the images and description provided online—both in layout and quality This experience has been a deeply disappointing start to what should have been a memorable and enjoyable holiday for our family. The lack of preparation, poor communication, and subpar service are not in line with the Hilton brand promise.

My family and I have been visiting this hotel for the last ten years when we visit Disney. The rooms are beautiful, spacious, and always exceptionally clean. The hotel grounds are beautiful, and the staff are all very friendly. We especially enjoy talking with Ben. You cannot beat the on-demand chocolate chip cookies! The breakfast is always good, and the breakfast staff members are fantastic. If you can swing for a patio suite, they are well worth it for the proximity to the pool and the additional seating outdoors. Our favorite suite is 101, but we were in room 109 this stay, and it was also great. I recommend this hotel to all of my friends traveling to the Orlando area, especially those going to Disney.

Our family stayed here one night at the beginning of our Disney trip to take advantage of a promotion where you can go to a Disney water park for free the day you check into a Disney resort. We had a first floor patio room which was very convenient and had a great layout with a living room, kitchenette and outdoor patio in addition to the bedroom. We visited Disney Springs which was a very short drive down the street. We loved our brief stay here and would definitely return.

The hotel was nice and clean. However, the real reason my experience was enjoyable was Louree in banquet. She made my day by her genuine greetings, attention to detail, and exceptional customer service. She went above and beyond to ensure my co workers and I were taken care of! I could tell she absolutely loves her job! Doubletree Hilton is lucky to have her!

The room in my suite is nice and clean. The towels smell fresh and soft. My little girl loves it. The restaurant staff for breakfast was amazing The male chef. Big shot out to Iris and Olga for their professional work and friendliness. They are family oriented and great at being of service to the family. Amazingly Tig the ambassador topped it off on our last day by offering some great Perks for future trips including amazing cruises rate that I never knew even existed. George the actual manager at the double tree Hilton at lake Bueno vista and Karelys who checked us in was super amazing!!!!