The only saving grace to this experience was that we were here for one (1) night! Had we been in Orlando longer, we would've checked out and gone elsewhere. The Hilton Garden Inn in Lake Buena Vista is located on Marabella Palm Court near Palm Parkway and SR 535 conveniently located to restaurants, shopping, and Downtown Disney. My review is based on the one night my wife and I stayed there.
Normally, in my past experiences, I never had a problem with the hotel staff in any Hilton property and if there was a problem, the employee did everything they could to rectify the situation and make it better. But, this time it was extremely different.
My wife and I arrive on propery at around noon on Saturday. We were fortunate enough to get a room early, but the girl working the front desk that day was either having a bad day or she just didn't want to make an effort to find a room for us to check in. After standing at the front desk for approximately ten minutes, she got us a room and sent us on our way.
As my wife and I were heading up to our room on the second floor, we noticed how warm and humid the halls were. Maybe they were having issues with the air conditioning in the building? But, you shouldn't have to sweat if your room is only 30 feet from the elevator. We get to our room and the room is ice cold!! I loved it!! It was refreshing! I'm not sure if the rest of the HVAC department at the hotel got the memo that if you have a hotel in Florida and its open in the middle of summer, your hallways need to be cool and comfortable, too. It's part of the guest experience and this guest (me) was not impressed.
As we were settling in, we saw the bed had a sleep number dial (there's a card in the room that describes this) and this was a chore to find because the cover that was hiding the dial was the same color as the mattress (something about white on white doesn't show well). So, as we were fiddling around with the dial, our bed wasn't getting any softer....it was just HARD. There was just no give in the mattress.
We had a flat panel TV in our room. When we turned it on, we got blasted out of the room. The remote control was a tad picky and it seemed like for every other click of the volume down button on the remote, the volume went down only slightly on the TV. Eventually, we set the volume at a normal audible level until we turned the TV off and braced ourselves for when the TV was turned back on.
We turned the TV off and headed out to Epcot where we spent the rest of the day. When we got back to the hotel to take a shower, we noticed how small the shower was. We're not short or skinny people, but when I'm soaping up my legs in the shower and my head is an inch away from the wall, the showers need a re-model, and the towel shelf in the shower needs to be relocated elsewhere in the bathroom. My thought was to take the picture down that's hanging above the toilet and put the rack there. There's nothing like accidentally soaking down your clean towels while in the shower. I've done it in the past at other hotels and it's enough to really ruin your night. But, in this case, I had the bed take care of ruining my night.
Based on this review, would we stay here again? Maybe. Who knows? I've re-reviewed hotels after staying at them for a second or third time and sometimes the review is worlds better (or worse) depending on the experience and what's happening at the hotel at the time. So, if you're into staff who are not interested in doing their jobs, sauna-like hotels, TVs that will rock your world, showers that were built for small people, and sleeping on concrete-like surfaces? This place is for you!
I overheard smoking rooms are available. Find out where those rooms are and if you're a non-smo...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to share your feedback about our hotel. We apologize for the problems you experienced with the staff, bed, shower and television. The issue we had with the hallway air conditioning has been corrected. We are sorry we were not able to provide you with the quality of services and amenities you deserve. We hope you will consider staying with us in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.