Homewood Suites by Hilton Lake Buena Vista – Orlando

Very disappointed as we stay at Hilton often. I made a reservation on Expedia months ago, even receiving check in instructions that morning. When I arrived to the hotel they said they canceled my reservation because there was a problem with the card and when I tried to rebook desk staff told me that there was nothing available. I went back on Expedia was able to rebook the nights, I went back up to the front desk she said she would not honor that and within 2 minutes it was canceled by the hotel again. When we called a manager on the card she gave us, she answered the phone from across the room. My husband asked is she answered the phone, she said no so I called a different managers card, then realized it was the same number but it rang the front desk again she answered my husband looked at her and said You just answered the phone and told me you didn't. The name she gave me was Valeria but she didn't have a name tag so who knows I just felt a lot of dishonesty and being 800 miles from home we were shocked at the position we were put in. Luckily we were able to book a different hotel but we did pay more for the nights I'm just very disappointed at Hilton and the front desk staff

I stayed at this hotel for 7 days, and I must say there are things that need improvement. The rooms are renovated, but only some aspects, not everything. The breakfast is okay, but it lacks variety. I want to mention Andreina service; she was exceptional, always helpful, and always had a smile. The entire staff should be like that, although that's not the case. I hope my review helps to improve.

**CUSTOMER BEWARE*** IF I COULD GIVE THIS HOTELS SERVICE A -10 I WOULD. I HAD A RESERVATION FOR JUST A QUICK 1 NIGHT STAY ON TUESDAY NOV. 4TH TO NOV. 5TH. OH WHAT AN ORDEAL!!! WE ARRIVED AT 9:15 PM TUESDAY NIGHT AND THERE WAS NO ONE AT THE FRONT DESK.. A SIGN THAT SAID CALL A NUMBER FOR HELP, SO I DID. A YOUNG LADY APPEARED ABOUT 10 MIN LATER. SHE PROCEEDED TO CHECK ME IN BUT QUICKLY SAID TO ME "SORRY OUR SYSTEM IS DOWN." I SAID OK, SO WHAT NOW? SHE ASKED ME TO HAVE A 'FREE' REFRESHMENT AND TAKE A SEAT IN HER LOBBY. I THEN ASKED FOR HOW LONG WILL I NEED TO WAIT? SHE LOOKED AT ME LIKE A DEER WITH HEADLIGHTS (CONFUSED AND AT A LOSS). SHE SAID I AM GOING NEXT DOOR TO THE ADJACENT HOTEL TO SEE WHAT I SHOULD DO... IT WAS VERY CLEAR TO ME AT THAT POINT THAT SHE HAD NO IDEA HOW TO FUNCTION IN HER JOB WITHOUT THE "SYSTEM/COMPUTER" SHE REAPPEARS ABOUT 10 MIN LATER.. SHE SAID, I AM GOING TO WRITE DOWN YOUR CREDIT CARD INFORMATION, SO WE CAN CHARGE YOUR CC FOR INCIDENTALS IF AND WHEN OUR SYSTEM COMES BACK UP. I SAY OK, BUT SHOULDN'T YOU GET ME CHECKED INTO A ROOM FIRST? IT HAS BEEN ALMOST 30 MINUTES AND I HAVE MY KIDS WAITING IN THE CAR INCLUDING MY 4 YEAR OLD. WE HAVE BEEN TRAVELING FOR ALMOST 14 HOURS.. SHE JUST SAYS SORRY AND ASKED AGAIN FOR MY CC INFO. I WAS ANNOYED AT THIS POINT. I HAND HER MY DL AND CC AND ASK AGAIN DO YOU KNOW YOUR COMPANY'S DOWNTIME PROCEDURES? HOW AND WHEN WILL I GET INTO A ROOM, AND FURTHER MORE HOW WILL YOU ENSURE MY SENSITIVE CC INFO IS PROTECTED? SHE WAS JUST COPYING IT DOWN ON A BLANK SHEET OF PAPER. I ASKED HER TO PLEASE CALL A MANAGER TO HELP HER FIGURE OUT WHAT TO DO. SHE THEN SAID SHE COULDN'T AND THAT NIGHT SHIFT WOULD BE HERE SOON. I ASKED WHAT TIME IS THAT AND WHAT WILL THEY DO DIFFERENTLY? HE WILL BE HERE AT 11PM IS WHAT SHE SAID VERY NONCHALANTLY. AT THIS POINT THERE IS 2 OTHER GUEST WAITING BEHIND ME. I SAID VERY EMPHATICALLY, THERE IS NO WAY YOU EXPECT ME TO WAIT IN THIS LOBBY FOR ANOTHER HOUR. AGAIN THE BLANK STARE. SHE LEAVES AGAIN TO GO TO THE HOTEL NEXT DOOR, AND RETURNS 5 MINUTES LATER WITH A YOUNG MAN. HE WAS MUCH NICER, MORE ENGAGED, AND RECEPTIVE. HE SHOWED HER WHERE TO FIND A PRINT OFF WITH ALL GUEST INFO. SHE AND HE WERE ABLE TO SEE MY RESERVATION AND THE ROOM TYPE ON THE LIST. HOWEVER, HE THEN EXPLAINS TO ME. "WE STILL DO NOT HAVE A ROOM ASSIGNMENT." AT THIS POINT IT IS 10:30PM. I SUGGEST TO THEM TO GO THE FLOOR THAT THE ROOM TYPE I AM RESERVED FOR, AND KNOCK ON THE ROOM DOORS IF NO ONE ANSWERS- THEN ASSUME IT IS EMPTY. OPEN IT WITH YOUR MASTER KEY TO VERIFY AND THEN LET US INSIDE. HE QUICKLY DOES WHAT I SUGGESTED AND GETS US INTO A ROOM AT 10:40PM. THANK YOU ANGELO! THAT'S HIS NAME. THE USELESS GIRL THAT ACTUALLY WORKED THERE (VALERIA) NEEDS FURTHER TRAINING. YOU WOULD THINK THAT WAS ENOUGH DRAMA FOR 1 NIGHT HOTDL STAY... NO, THE NEXT MORNING.. ME AND MY 4 YEAR OLD ARE AT BREAKFAST AND MY OLDER SON STAYED IN THE ROOM A BIT LONGER. HE CALLS MY CELLPHONE TO TWLL ME HE WAS INSIDE THE BATHROOM AND HEARD SOMEONE ENTER AND HE PEAKS AROUND THE CORNER TO HIS SHOCK TO SEE A STRANGE MAN. WHO SAYS SORRY I WAS GIVEN A KEY.FOR THIS ROOM. MY SON SAYS TO HIM THERE MUST BE A MIX UP AND THE GUY QUICKLY LEAVES. WTH!! I GO TO THE FRONT DESK TO report this. I ASKED FOR A MANAGER AND Mary SAYS THERE IS NOT ONE WORKING YET. I ASKED HER TO PLEASE CALL one. SHE ASK ME WHY I EXPLAINED. SHE APOLOGIZES AND SAYS SHE CAN NOT GIVE ME THE MANAGERS CELLPHONE NUMBER BUT SHE WILL CALL HIM. SHE CALLS MANUEL IN FRONT OF ME AND AFTER THE QUICK CALL EXPLAINS TO ME THAT HE IS UNABLE TO TALK TO ME AT THIS TIME BUT WILL BE HERE SOON. I STOPPED BY THE FRONT DESK AS WE ARE CHECKING OUT AT 11:15AM ASKED MARY IS HER MANAGER THERE, AND she SAYS SORRY HE IS STILL NOT HERE. SHE TAKES MY NAME AND NUMBER SAYS SHE WILL GIVE IT TO HIM TO CALL ME. I GOT NO CALL. HILTON HAS LOST ME AS A CUSTOMER FOREVER!! FYI, I HAD TO LEAVE OUT DETAILS BECAUSE MY POSTS KEPT GETTING CUT OFF DUE TO CHARACTER LIMITS. I AM CURRENTLY WORKING WITH HILTON CORPORATE AND MY CC TRAVEL TO GET A FULL REFUND. I HOPE THIS DOESN'T HAPPEN TO ANYONE ELSE!

Really enjoyed this property for a last minute overnight stay in Orlando. Only a ten minute drive to pretty much any theme park in the area. Our suite was nicely updated, including things like USB-C outlets on the bedside table, brand new refrigerator and two large TV’s. Everything we could have needed was already provided in room, including a wine key which we forgot at home and even paper towels, dishes, coffee maker, etc. I spent just 29,000 Hilton Honors points which was a great deal for the suite. Front desk staff was very nice and provided us with complementary waters and a snack of our choice from the shop/snack bar. Would happily stay here again next time I need a room in the LBV area of Orlando.