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“Nice front desk staff, everything else=average” 3 of 5 stars
Review of Hilton Garden Inn Lake Buena Vista/Orlando

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Hilton Garden Inn Lake Buena Vista/Orlando
3.0 of 5 Hotel   |   11400 Marbella Palm Court, Orlando, FL 32836 (Lake Buena Vista)   |  
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Ranked #112 of 327 Hotels in Orlando
New York City, New York
Senior Contributor
35 reviews 35 reviews
20 hotel reviews
Reviews in 18 cities Reviews in 18 cities
22 helpful votes 22 helpful votes
“Nice front desk staff, everything else=average”
3 of 5 stars Reviewed December 13, 2012

My first impression of this property was excellent due to the friendly front desk staff. My second impression was of the the hallway leading to my room that smelled like B.O. Yuk. Housekeeping had much to be desired as the bathroom was not very clean. I have never been to prison, but I would imagine their toilet paper would be much like it is here, just a hair softer than newspaper! I'm not making that up. This property has the worst TP of any property in all my travels. Next my tissue box was almost empty because housekeeping decided to make a stupid bouqet by nearly pulling half the box out to do it!!! Newsflash: those tissue bouqets are dumb and no one appreciates their tissues in that manner! The sheets were of high polyester content- or so it felt. When I asked for a change via the card on the pillow, my request was ignored. Normally I don't ask for it, but the rough texture was creating wrinkles that transfered onto my skin.

The AC and frige was loud and annoying. I love having a frige in the room, but surely there has to be models that are more quiet.

This property did not have USA Today papers in the morning so if you are used to that, look elsewhere.

My biggest pet peeve when it comes to hotels is when the tv blasts you and your neighbors at half volume when you first turn it on! Not sure why hotels cannot comprehend that this is a major nuissance. TV's should turn on at the last volume or at the lowest setting. Last but not least, breakfast was below average, and I stay at many HGI's. The staff was slow, inefficient, and seemed to enjoying chatting amongst themselves. The food quality/variety- not quite up to par with other HGI's. Had breakfast here once and never went back.

  • Stayed December 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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521 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (53)
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English first
Santa Ana, California
Contributor
16 reviews 16 reviews
16 hotel reviews
Reviews in 16 cities Reviews in 16 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed December 2, 2012

This hotel is about 12 minutes away from Disney Attractions, it's also on the opposite side of all the madness that you can get to some restaurants that aren't completely overrun with tourists. I was on the second floor overlooking the pool and unfortunately the air handlers. They ran noisy all night. Couple this with the window shaking a/c units in the room and the refrigerator (took a while to find where that noise was coming from), I wasn't able to get a real good nights sleep the week I was there on account of all the miscellaneous mechanical noises.

The lounge and bar in the lobby is very overlit with unattractive fluorescent lighting making for a not very comfortable place to unwind in the evening.

The internet (used the wired connection with my wifi router) was very fast and super stable.

Overall it was in a pretty good location except for the three or four main intersections you need to pass through to get to Disney property will take up to 4-5 minutes to cycle through all directions.

Room Tip: Get a high floor or a room at the center of the hotel to be away from the air handlers.
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  • Stayed November 2012, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Long Beach, California
Top Contributor
99 reviews 99 reviews
90 hotel reviews
Reviews in 68 cities Reviews in 68 cities
86 helpful votes 86 helpful votes
4 of 5 stars Reviewed November 28, 2012

This was my second stay at the property in two years. There is certainly no shortage of places to stay in Orlando and, this being low season, I was able to find plenty of options at decent prices. However, I remembered my very positive stay two years ago and decided to use the same property. This is a great location - near the freeway but on a frontage road so that one can avoid I-4 traffic if necessary. Equally close to Disney, Universal and the Convention Center. In fact, I really liked the fact that I had a "back" way to the convention center.

Everything still feels just as clean and new as it did two years ago when I think the location actually was brand new. I'd probably stay here again, if I was back in Orlando.

  • Stayed November 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Salt Lake City, Utah
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed November 20, 2012

One thing I love about the Hilton Garden Inn brand is the consistency nationwide. It is always clean, adequate amenities, and great service. I found the same is true at the HGI in Lake Buena Vista. Location is great for Disney World, and the other attractions there as well.

  • Stayed October 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Naples, Florida
1 review
17 helpful votes 17 helpful votes
1 of 5 stars Reviewed November 13, 2012

After reading this review, look further on in the reviews for this property for the one we left last May, to verify we once thought this property was something special.

First a brief background. Our family travels to Orlando some eighteen weekends a year for our children to participate in club sports tournaments, or camps and clinics related to the same sport and which are hosted by a local area Orlando club. Further we travel this nation and Canada for this same and other sports our children participate in, so we have stayed at no less than a couple dozen Hilton Garden Inns ("HGI's") and almost as many Embassys. So we know the great one's from those properties owned by those who wish they never entered into the agreement to be a HGI.

Since the weekends' tournaments I referenced above frequently begin at 8am, the athletes are required to be on the tournaments' courts by 7 am. Here is where the HGI can come through for its guests. Prior to our stays and before we even make a reservation, we reach out to the HGI's manger of the HGI closest to our destination and ask if it would be possible, while their kitchen staff is preparing breakfast in advance of their normal 7 am breakfast start time, if they would consider preparing our breakfast closer to 6:30 am. If you have stayed in a few HGI's, some do begin breakfast on weekends earlier than 7 am, but most begin at 7 am. Consistently the managers have responded, "no problem" to our early breakfast request, as they have kitchen staff 'prepping' breakfast and one staff member can easily breakaway from prepping to make a few breakfasts. This is what took place last Spring at this Hilton Garden Inn Lake Buena Vista on both Saturday and Sunday.

So with the tournaments' season beginning in November, we reached out to Tony Keathley and his in house reservation staff in early October. While our first stay was for a purpose different that one of the sports' tournaments, Disney World's Not So Scary Halloween Party and an additional day at Epcot, we explained that we did not need the early breakfast for this first stay. But we would like a room on their top floor and facing the much quieter vacant lot to the rear or North of their building. Tony and his staff assured us that they would be holding a room similar to above. And additionally confirmed our room request when we called at 1 pm the afternoon of our arrival to make certain everything was in place. Upon our arrival at 4:30 pm, we were met by a front desk employee whose name we forgot, but if you were to ever hear it, you would understand that its not being common has allowed us to forget it. She checked us into a room not on the top floor and facing the front door and consistently noisy parking lot. When we asked what became of our top floor rear facing room, she took on a disrespectful attitude and tone of voice and 'barked-out', "This is what was chosen for you". Obviously we asked her to have Tony contact us and when he called, he explained the women did not give us the room he had held for us. She never looked into our suggesting that a different room was set aside for us. It was obviously not her problem. When we returned to the property after Midnight, a different front desk attendant gave us keys to the original room Tony had held. So we moved our luggage after Midnight to the new room ourselves. Driving home we decided to let the situation go, assuming it was a one time 'misstep'.

The very next week, we contacted Tony's reservation staff to book the first three of our next nine weekends stay and requested 6:30 am breakfasts for the handful of weekends which our children had to eat at 6:30 am. No less than two reservations managers and Tony helped us book these first three weekends' stay. They confirmed our top floor and rear facing room and the 6:30 am breakfasts.

This past Friday afternoon prior to our leaving home to drive to this HGI for the first of the three weekends, we called Tony to verified the above. Upon our arrival at approximately 9 pm, we were checked in by Summer. Summer the name and the real person she is creates the perfect definition of a Oxymoron. Summer implies brightness and cheerfulness. This in complete contrast to the Summer at this HGI, as their Summer is everything but bright and cheerful.

As we checked in, we asked Summer if she would verify that someone would be available to prepare our breakfast at 6:30 am. Summer was immediately, and obvious to any objective observer, 'put-off' by our question and said she had no idea. So we asked here to look at our reservation on the front desk's guest computer screen to see if any notes were left about our breakfast needs. Summer frowned and then sighed and began to reach for the computers' keyboard drawer, to pull out the computer's key board when a call came to the desk. It was that evenings' bartender calling to ask Summer if she had a roll of quarters, as he had no change at the bar. Rather than putting this bartender on hold to wait and finish with us, her guest, she had us wait until she could verify that she had the change the bartender needed. When Summer finished the call with the bartender, she did not reach for the keyboard, rather she grumbled as to push us away, "if Tony took care of it, than Tony took care of it. I cannot tell you more".

Well you know were this is going. At 6:30 am the next morning, no one was working in the kitchen. Not that there was no one who could help us, rather no one was working in the kitchen. Breakfast at 7 am and no one working at 6:30 am, surprise this HGI's food is prepared the day before, unlike other HGI's who prepare their breakfasts fresh the morning they are serving the same. Breakfasts are the only reason we stay at HGI's to begin with. When we approached the front desk to ask what happened, the women working the front desk was completely disinterested in our problem. When we asked her to call Tony, she only reluctantly did so. We had to rush over to a restaurant, swallow our breakfasts whole and they race over to the children's camp, so they would arrive prior to the Camp's start time. When we returned to the HGI, Tony met us at the front desk and explained that no less then four additional managers, including the kitchen manager, were aware of our 6:30 am breakfast request. But no one followed up to make certain that a kitchen staff member would arrive early enough to help. Tony attempted to assure us that this would never happen again and offered us his personal phone number to call if there ever was a problem with our future stays. Guess what, the very next morning, we caught the understaffed kitchen staff unprepared to help, as they were unaware they would be asked to help someone before 7 am. But those around made their best effort to help, including Tony's son who stated he came into assist his father.

So while not perfect, we hoped that it was the kitchen's first weekend's misstep, similar to the front desk's two weekends before, and the future dozens of weekends would be better. So we went on with our day, stopping by the front desk to remind them that next weekend, we would not need breakfast any earlier than their normal 7 am start.

Monday evening we get a call from their in-house reservation manager. We naturally assumed she was calling to apologize for the previous weekend, as she personally documented the weekends we needed the 6:30 am breakfasts prior to our arrivals. Rather, she stated that the owner of this HGI met with her and Tony and instructed them to refuse any future reservations from our family. We asked her, allow us to understand, the staff at your HGI did not deliver and the hotel's owner, rather than addressing his hotel's problems, is asking us not to return. She said, yes.

So here we are. The owner of this same HGI we spoke so highly of in May, whose front desk staff and many others are today incompetent, rude and disrespectful beyond description, is not interested in improving his staff. Rather he is only interested in not having potential very frequent guests return. Because the frequent guest can see the 'man behind the green curtain' and understand that the owner does not want to own a HGI, as an HGI requires a level of commitment this owner does not wish to put forth. As such, you should seriously consider staying at hotels in the Orlando area, whose owners really understand that the hotel industry a service industry. Owners who are interested in hosting and welcoming guests, not pushing them away.

Take if from someone who really knows, pass on this HGI and assure yourself a better stay while visiting Orlando.

  • Stayed November 2012, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sarasota, Florida
Contributor
17 reviews 17 reviews
14 hotel reviews
Reviews in 14 cities Reviews in 14 cities
14 helpful votes 14 helpful votes
4 of 5 stars Reviewed October 26, 2012

We drove up from Sarasota for a one-night stay to enjoy the Disney parks. I liked the Hotel's being in a quiet area away from the noise and traffic of Downtown Disney but close enough to drive to it in under 10 minutes. We selected a hotel based on price and took advantage of the Breakfast With Heart rate, a sumptuous, hot breakfast included in the room rate for under $100 and no resort fee. This hotel had a little more casual feel to it with a very open breakfast area just off the lobby. My only hesitancy in booking was limited shuttle service; the HGI only goes to EPCOT with bus service to the park in the morning and returning late in the day. We overcame that by driving to Downtown Disney and taking free Disney bus transportation from there. Our room was clean and well-insulated from noise. For the price, I would stay there again.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Live Oak
Top Contributor
63 reviews 63 reviews
42 hotel reviews
Reviews in 33 cities Reviews in 33 cities
40 helpful votes 40 helpful votes
4 of 5 stars Reviewed October 26, 2012

We prefer Hilton Garden Inn over many other chains because of their upgraded linens and comfortable beds. This location is very convenient, has a friendly staff, and the room was just as we expected - clean and comfortable.

  • Stayed October 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Lake Buena Vista/Orlando

Address: 11400 Marbella Palm Court, Orlando, FL 32836
Phone Number:
Location: United States > Florida > Central Florida > Orlando > Lake Buena Vista
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#46 Business Hotel in Orlando
#89 Family Hotel in Orlando
#133 Romantic Hotel in Orlando
Price Range (Based on Average Rates): $
Hotel Class:3 star — Hilton Garden Inn Lake Buena Vista/Orlando 3*
Number of rooms: 137
Reservation Options:
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Also Known As:
Hilton Garden Inn Lake Buena Vista/Orlando Hotel Orlando

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