Embassy Suites by Hilton Orlando Lake Buena Vista Resort

Crystal Hartman

Multiple issues during our barely 2 night stay Sept 30 - Oct 2nd 2022. Long story, so to summarize our stay - This is not just a dirty room where the floor wasn't vacuumed; we are talking: ■ wet carpet floor (with picture) opened/half full bottle of water in the room ■ pubic hair on the bathroom floor (with picture) ■ dirty toilet bowl and rim (with picture) ■ an offhand comment by desk staff member about moving us to another [clean] room after our first room had the wet floor, opened bottle of water, and hair on the bathroom floor that it would be our third room/second move (because who doesn't want to sleep in a dirty room at midnight after a full day of travel) ■ being given a staff member's sanitizing wipe to clean the toilet in our room, while being told someone would come by in the morning to look at the toilet ■ staff/maintenance person not showing up until after we inquired again at the desk the next (Saturday) morning and taking over an hour. Upon arrival to room, looked at the toilet, said okay and they would be back (again, we waited more than an hour for them to come back but did not show during that time, so we left for day). Toilet was clean upon our arrival back to the hotel that evening) being brushed off when asking to speak to a manager, stating concerns would be passed along and that our resort fees were already waved ■ stale marijuana and garlic type odor to hotel hallway (room 239) ■ disinterest in appearing to help customers when inquiring about taxi/Lyft services to cruise port (we were not requesting free taxi/shuttle, just inquiring if anyone would be able to help us or recommendations) ■ hair twirling while talking with us at the check in desk (younger check in person) ■ 3 vehicles were broken into on the hotel property Saturday night (rear driver side windows broken out in at least 3 vehicles that we saw before our cab arrived). When asked to speak to a manager upon check out, We were told our concerns would be passed along and someone would contact us, which did not happen. No one from the hotel management team contacted me or replied to my concerns. I actually had more of a conversation about my experience with Josh, a Hilton rep who was wandering around the commons area Saturday evening during happy hour (asking people if they were Hilton members adn awarding 1,000 bonus points for their stay - he said it was his first time at that hotel due to the hurricaine). Josh took the time to listen and encouraged me to speak to managment, stating management would listen and try to make things right with waiving resort fees, point/hotel stay compensation, commitment to clean rooms, etc... This has not been my case and not what I would expect from Hilton properties. I very rarely write reviews, but am so disappointed by this whole experience and thought others should be aware. Hilton/Embassy Suites typically has a good reputation, so was very disheartened to have this experience.

Rob P

We paid $7 extra a night to be out near the pool. Our outer room was quieter than inside the building (no echoes). Breakfast is still fantastic! They closed the pool at 10pm, which is a bummer for the family coming back from a Disney park later. Other than that, enjoyed very much.

Celeste Giselle

I booked a room for a king suite. I stayed for 5 days and the suite was not great. It looked old and worn down, the tv’s could definitely use an update as well, and the bathroom smelled really bad. There were also so many little gnats in my room that were flying all over the place. It was just gross. The carpet looked dingy and gross as well. I would not stay here again. Given it’s an embassy hotel and that it receives a lot of business, you would think the owner would use the money to renovate all of the rooms and furniture throughout the hotel to keep it looking nice for guests however the person that owns the place must only care about stuffing their own pockets instead of guest experience.

PIT BAR

I was in this Resort on holiday in August, and I am sorry to say that the disappointment was total !!! The cleanliness of the hotel is really poor, the rooms are cleaned only on request, (but on Expedia I have daily cleaning), the pool contained floating baby droppings and hair everywhere !!! In the room the water from the tub did not go away, and the air conditioner (obsolete) could not be adjusted! The reception despite the complaints has not solved anything !! Nb the breakfast was really poor, as well as everything in this hotel !!!!! I wish you to improve everything .........