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5973 reviews
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Jun 15, 2025Solid meh for a "luxury" hotel but for the location.
Nice place, as advertised, nothing spectacular. We've stayed in this and the Hilton LBV Palace now - next time will definitely be back at the Palace even though the walk to DS is a bit longer.
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Jun 10, 2025
Good hotel near Disney Springs
Good hotel! The rooms are comfortable and clean though it really needs a renovation. Lobby and other amenities are still looking ok. Staff is friendly and on point. The proximity to Disney Springs is a bonus and the Food and Beverage credit for HH gold is well spent.
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Jun 08, 2025GREAT EXPERIENCE WITH MANY THANKS.
At the Hilton Orlando Lake Buena Vista I would like to give a 10 STAR THANK YOU to the following people for going out of there way to help my husband get to the ER. Jean and Deacon from front desk and Jennifer from Security. They called 911 immediately and gave all the info to the medics. Great hotel and people. Will be telling everyone.
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Jun 07, 2025
Front Desk Service Needs Improvement
We have stayed at this hotel numerous times since 2013, but in the past couple of years, the front desk customer service has declined. Last year, upon check-in, a staff member simply handed us our room key without the usual Hilton member welcome wallet containing water/coffee/DVD vouchers (why are DVD vouchers still a thing?). When we asked for it, he seemed inconvenienced and was far from friendly. This year, we dealt with Ana, who really should not be in a customer-facing role. She was not friendly or welcoming. We had booked a king bed with a Disney view and, upon check-in, requested a room on the 8th floor or above. She did not acknowledge this request at all, nor did she offer any options. She assigned us to room 770. Room 770 was not acceptable due to the worn-out bed (we have back issues). We returned to the desk and explained the issue, and again asked for a room on the 8th floor or above. I told her that the view was what was important, not the bed type. This seemed to click with Ana, but again, no smiles, no "sorry that room didn't work, let's see what I can find". This time she found room 967 with two double beds, Disney view. Great! That room was good, and the beds were not worn out. From our interactions with Ana, we observed that she can do the basic tasks of the job, but struggles with customer service. She seemed uncomfortable, hence no smiles or welcoming demeanor. It is important to have the right people in the right roles, so Ana might be happier (and more effective) in a role where guest interaction is minimal. Other observations: The parking lot gates were up the entire three days we were there. The parking lot is huge and never full, not once in all the years we have been staying at this location, so why not give customers a break on parking fees? Also, this hotel has no luggage carts. Never has. They want guests to use staff for their bags but not all guests want staff to handle their luggage. Luggage carts would be a nice option for guests. This hotel’s location remains a major draw for us, and we’ve had many good stays in the past. However, the guest experience is slipping. Hilton is known for its warm, welcoming atmosphere, and we hope to see this property return to that standard in the future.
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Jun 06, 2025Go to the palace
We recently stayed at Hilton Orlando Lake Buena Vista to celebrate my daughter’s 21st birthday. While the hotel’s exterior and lobby gave a great first impression, our experience was a mix of highs and lows — and I wanted to share a fair and balanced review to help others make an informed choice. We had originally intended to book the Hilton Buena Vista Palace but ended up at this Hilton Lake Buena Vista location instead. Upon arrival, we were warmly welcomed by a front desk staff member named Gianna, who was exceptionally kind and helpful. She made sure our rooms were near each other and went out of her way to accommodate our celebration. Gianna even helped us move to more updated deluxe rooms after learning one of the rooms we initially booked was in older condition. Her attentiveness and professionalism were very much appreciated. That said, the rooms — even the upgraded ones — still felt quite dated. Some furniture is worn, and paint touch-ups are visible. While the deluxe rooms are brighter and slightly more modern, bathrooms in both standard and upgraded rooms feel old and could benefit from a renovation. If you’re booking through a third-party site, be aware that the room quality might not match expectations unless you request a deluxe or renovated option. Unfortunately, our otherwise positive experience was dampened by an interaction with another front desk associate named Ana (A-N-A). When we came down to retrieve the keys for our upgraded rooms — a change that had already been arranged by Gianna — Ana treated us with noticeable impatience and rudeness. Her tone and demeanor made us feel like we were inconveniencing her, and the interaction left a poor impression, especially during a celebratory trip. It was disheartening and did not reflect the level of service typically associated with the Hilton brand. I’m a Hilton Honors member and typically choose Hilton because of its reputation for customer care, but this visit was a reminder that the experience can really depend on who you interact with. Pros: • Great location near Disney Springs • Excellent customer service from Gianna • Deluxe rooms are more comfortable and brighter Cons: • Many rooms are outdated and in need of renovation • Poor service experience with one front desk staff member • Booking through third-party sites may limit room upgrade options Overall, if you’re considering this hotel, I recommend calling ahead to confirm you’re booking a renovated or deluxe room — especially for a special occasion. And I hope the staff receives ongoing training to ensure all guests are treated with the same warmth and professionalism we received from Gianna.