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“Problems - Manager does not respond.”

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Hilton Garden Inn Lake Buena Vista/Orlando
Ranked #128 of 342 Hotels in Orlando
Certificate of Excellence
Reviewed July 28, 2012

I was not going to post any of this , but in light of being absolutly blown off from management I felt it was nessasary.We Stayed for 5 nights. Room was dirty when we arrived . Called front desk & they said they would take care of it. Never cleaned the stuff mentioned the entire stay. Each night we returned we had to ask for towels , glasses , soap , shampoo, no coffee , etc. Every night! Didnt vacum the entire stay. Left dirty towels on floor. Made beds & left. Didnt do the simplest of housekeeping. When I returned home I sent a polite email to the manager Tony Keathley with photos of the issues. He never replied. Called several times , again leaving a polite message to please call me via his voice mail. No response. We are HH gold members & just arent use to this type of service. Being handicapped did not help either with dealing with the nightly issues. Front desk & breakfast people were very nice. no problems there. Gave weeks for manager to respond. he just never did. not sure why. spent almost $500 , not a good value for a dirty room with issues. see photos ,

Room Tip: cant say ours was dirty
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  • Stayed: July 2012, traveled with family
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3  Thank Sean B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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878 - 884 of 1,101 reviews

Reviewed July 26, 2012

This was our first time staying off property. Very good hotel and the closest to downtown disney. One of the taxi drivers told us it was the oldest hotel in that area. It has been re-modeled several times and it was a nice place to stay. We booked a room on the business floor so it included internet and a continental breakfast each day. Well worth it and I would definitley recommend doing that. So nice to get up and walk down the hall to get breakfast and coffee. We bought our Disney tickets at the Disney store onsite. We did not dine at any of the restaurants on-site, so I can't comment on them. I did do laundry there and that was nice and easy. The staff was pleasant and we had no issues with the room. The bus service to Disney is just like what you get at the on-site resorts. Sometimes you had to wait and sometimes they were full. So sometimes we opted to take a taxi and get back quicker. Overall, we enjoyed our stay here and would stay again.

  • Stayed: July 2012, traveled with family
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Thank evstac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 7, 2012

Stayed one night prior to our stay on Disney property. This place was great....very clean and friendly staff. Close to Downtown Disney which was helpful in the morning when we moved over to Port Orleans Resort at Disney.....would stay again. If we were traveling without our daughter, I would stay here for the convenience and cleanliness. of course, with children, it is always nice to immerse them in the full Disney experience by staying on property.....with that said, a first night/last night option is a great way to save a little money and stay in a clean plac.

  • Stayed: June 2012, traveled with family
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1  Thank Poughkeepsie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 24, 2012

We stayed here the week of June 18th, prime time for vacations. The hotel was a little off the main road from the Disney entrance the other hotels, which was really nice; less traffic and noise.

The staff was extremely nice and helpful; they brought towels quickly to the room and opened a can of beans for me, because I forgot a can opener. We used the complimentary outdoor grill to cook dinner one night, the staff was quick to get the propane canister hooked up and provided grilling utensils!

The room was a standard double; nice and clean and the price was fair. The beds were the Sleep Number bed, so you could adjust to your own comfort.

Parking was FREE, but breakfast wasn't, but we had a microwave and frig in the room which was nice for snacks and beverages.

  • Stayed: June 2012, traveled with family
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2  Thank Shanely
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 16, 2012

Stayed at this hotel for an extended time while on a business in the Orlando area in the low season. I am a Hilton Honors Diamond member and a non-smoker. Manager would not upgrade room for length of stay or short periods during stay. Suggested the 7th floor which has some smoking rooms. Assured me that I would not smell any smoke during my stay. Initial there were no issues. During the later part of my stay the 7th floor hallway and my room reeked of cigarette smoke.

Do not stay on the 7th floor if you are a non-smoker.

Room Tip: Do not stay on 7th floor if you are a non-smoker
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  • Stayed: May 2012, traveled on business
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3  Thank James S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 24, 2012

We ended up in this hotel at the last minute after a nightmare room at a Ramada. I decided to call the Hilton chain, who rarely lets me down. We did not check in until almost 11 pm, and the young lady promptly took care of everything. We had a double room. The room was spotless. The beds and pillows were comfortable. There was good water pressure with ample hot water. The entire hotel complex was spotless! The AC is controlled by a wall unit, which works well and is extremely quiet. Now - for why I would recommend this hotel above and beyond any other in the Orlando tourist attraction area: It is off the beaten path, so to speak. It is extremely quiet - no roaring of the interstate outside your window and not a ton of people walking around constantly. If you're like me, after dealing with tens of thousands of people all day at tourist attractions, you want to return to some peace and quiet - and this hotel offered just that. The pool area is beautiful. From the hotel, it takes all of 5 minutes to get to I-4. There are numerous nice restaurants and shopping areas within a 5-minute drive. Because I have a son that works for Disney, I am in the Orlando area several times a year - and I have found my "home away from home" at the Hilton Garden Inn.

Room Tip: We were on the 7th floor and it was amazingly quiet. Breakfast is $9.99, but it is not overly busy...
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  • Stayed: May 2012, traveled with family
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4  Thank Whizzz46
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

We come to the Orange County Convention Center area of Orlando, Florida, as many as ten times a year, staying overnight in area hotels more than have of those trips. We have stayed in the Hilton Garden Inn Seaworld and can comfortably recommend that location, but needing two queen size bed this trip, so we ventured over to the close-by Hilton Garden Inn Lake Buena Vista.

As other reviewers have shared, HGIs are very similarly laid out and all offer their 'cook to order' breakfasts. One can expect a clean fresh water swimming pool, business center with functioning electronics, clean well furnished rooms and as we are told by our children, the most important feature, freshly baked and warm late afternoon cookies. The HGI Lake Buena Vista was exactly what we hope to experience, not a single disappointment.

For our stay's purpose we had to leave the property very early on both Saturday and Sunday mornings, with our daughters fed a complete breakfast, as they were going to participate in a day long indoor volleyball tournament. Since they had to be on their courts of play by 7am, at the Orange Country Convention Center located less than ten minutes away, they had to eat breakfast before this property's restaurant opens for the day.

This is where the Key Staff members played their roles perfectly. While checking in Friday afternoon, we mentioned to the gentleman checking us in that we wanted to speak with whomever might be preparing the next morning's breakfast. We needed to ask if that individual would be so kind as to cook our family's breakfast early. We did not know that the gentleman checking us in was the hotel's manager Tony, as he did not advertise his position, nor should he. Tony told us he would leave a note for 'the before the roosters crow' kitchen staff giving them a 'heads-up' that we would be asking for breakfast closer to 6am, an hour before they open at 7am.

Then the next Key Staff Member, Kevin. Our daughters chose to swim before the sun went down Friday evening and we need some additional towels, shampoo and conditioner. At approximately 9:50pm, very quickly after requesting the items, Kevin bring them to our room. When we walked-up to the breakfast counter to order our breakfast the next morning at 6am, before even speaking with a kitchen staff member, we could easily see the large note Tony had place for everyone and anyone who would be working in the kitchen, which stated that our room would be eating early and please accommodate our request. (Great job Tony, you did what you said you would do!)


Who walks up to us as we are reading the note, Kevin. Who must not sleep and wins the award for "completely understanding customer service and one's customer". "What would you like for breakfast sweetie" Kevin politely asked our youngest, who obviously was not thrilled about being up at 6am. Kevin 'hit it out of the park'! He understood she was tired and he wanted to make her feel most welcome. How many others in a similar situation, being interrupted from their normal 'prep. work', might have asked somewhat 'barkingly' in the mind of a small child, "WHAT DO YOU WANT". Not Kevin; he has either been traded perfectly or comes from a family which has exceptional people skills.

It should be noted that Kevin was there to help bring items to the rooms Saturday evening as well, and was back on the breakfast line Sunday morning when we arrived at the breakfast counter, once again before they actually open. "I have your wife's potatoes ready", we did not know to have them ready yesterday, so I made sure today" "Another Home Run!" And when does this young man sleep, we cannot figure it out. But one thing is for certain, Hilton Hotels as a whole should not let this employee go. Advance Kevin through a in-house hotel management program and you can expect 'great things' from him.

Unfortunately for our family, we do not have opportunity to stay in the level of Hilton Hotel Kevin will manage some day. But before he goes, stay at the HGI Lake Buena Vista and say hi!

  • Stayed: May 2012, traveled with family
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7  Thank OurFamilyOnTheGo
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 Palms Ct, Orlando, FL 32836-6234
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:
#50 Business Hotel in Orlando
#89 Family Hotel in Orlando
#128 Romantic Hotel in Orlando
Price Range: $93 - $229 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Hilton Garden Inn Lake Buena Vista/Orlando 3*
Number of rooms: 137
Official Description (provided by the hotel):
The Hilton Garden Inn Lake Buena Vista/Orlando hotel is a Green lodging hotel located off I-4 and CR 535, across the highway from Orlando's Premium Outlet Mall. You'll be one mile from the entrances to Walt Disney World(R) Resort and SeaWorld. We offer complimentary scheduled transportation daily to Universal Studios, Sea World and Magic Kingdom, where internal transfers are available to the other Disney theme parks. Enjoy amenities such as The Great American Grill(R) serves breakfast and dinner. Relax next to our tropical Caribbean-style pool with a snack from the Tiki Bar, or grill a burger at the outdoor barbeque grill. ... more   less 
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Also Known As:
Hilton Garden Inn Lake Buena Vista/Orlando Hotel Orlando

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