DoubleTree Suites by Hilton Orlando at Disney Springs in Lake Buena Vista, FL

There were an unbelievable amount of issues, but I'll start with check in. At check in I asked about the complimentary shuttle, and how to catch it. Found out you have to schedule it, but that can't be done until you check in. I was actually checking in early at 230 pm, so thought I would get a decent time. First available, at 10am the next day?! So you get early admission at 730, but won't actually get you to there until after 1030. Only going to MK and HW, wouldn't have been able to get to either until at least an hour after they opened. Was never able to get room to connect to app/band. Never able to get the free water, you can only get when store is open, and they open after all parks and close before all. Never once got hot water to shower, warm at best. Says they are at Disney Springs... It's over a mile walk with entrance actually another quarter mile because it's blocked. Everything was just a misrepresentation or straight lie. But the absolute worst was the horrible service. When we went to MK I had to get an Uber out there, but was told this weird workaround to get shuttle back. You book a shuttle in the morning, even if you are not going to take it, then you can take any return shuttle. So I did that left MK an hour before they closed. Shuttles are supposed to run for 90 minutes after, and I even booked the last one though they said you could catch any. We we were out there waiting before MK even closed, in windchills below 30 degrees, and no one showed for an hour. Finally got their website to work... And it showed no shuttles running at all. Hotel wouldn't really answer the phone, they just stuck us on hold. Finally surrendered and got crazy expensive Uber back, because by then MK had closed. Asked front desk about this, desk manager told me they don't guarantee return shuttle, they have to be booked, it was very busy day, and basically she didn't care. Not one apology, not one attempt to make right, and it was too late and I didn't feel like arguing. Never once got to take shuttle, paid over $200 in Ubers. Impolite, uncaring, and just a terrible stay.

I went on a romantic getaway with my fiance and asked the front staff if they could surprise my fiance with some balloons and flowers they went over and beyond needless to say my fiance loved it and I got so much brownie points and even went to a new adventure and heights with her I love this hotel will go back every time for a beatfuil clean and friendly staff

It’s was a amazing experience I would go again next year excellent care for the rooms there was this one lady I think her name tag said Zoe she helped out a lot during our stay at Hilton thank you guys so much for making this happen

Amazing staff! Love this hotel. The rooms are perfect size for a family so much room and so clean! Front desk is amazing and gave us a late checkout to enjoy the holidays with no rush checking out. Recommend 10/10

Amazing location, staff was wonderful and accommodating in every way! Front desk got us in early and breakfast staff went out of their way every morning. Definitely will be back