Hilton Orlando Buena Vista Palace Disney Springs Area

Lisa Coomes

The hotel is beautiful! I booked last minute due to winter storm and everything was seamless from checkin to checkout. Erica was amazing! I had her both times and she inquired about the fireworks at checkout. Such a kind and thoughtful young lady. We booked two rooms and one room had an issue with the AC. Maintenance was there to fix it immediately. Awesome service. I wish we had more time to enjoy the facilities. Great location for visiting Disney Springs.

Abbey Erickson

I recently stayed here as part of a dance nationals group and unfortunately my experience did not meet the expectations I have as a Hilton Honors member. The biggest issue was that after I called around 9:25 a.m. to request a late checkout, I later discovered my room key had been deactivated because I had not placed a personal credit card on file. I completely understand hotels requiring a card for incidentals, but at no point during check-in was I informed that my room would be locked if I didn’t provide one. Being locked out of my room without any warning was frustrating and embarrassing. While standing at the front desk, two employees openly discussed my situation in front of me. Having staff talk about a guest within earshot was unprofessional and made an already uncomfortable situation even worse. I do want to recognize the manager, Noah. He took the time to explain why the hotel has this policy, listened to my concerns, and genuinely tried to de-escalate the situation. Although I still disagree with the way the policy is handled, I appreciated his professionalism and willingness to help. He also refunded my daily parking charge after I questioned it. Speaking of parking, I was confused why I was charged each day when the parking gates were frequently left wide open. I watched multiple vehicles enter and exit without stopping, including people driving out through the entrance lane, so it wasn’t clear what the parking fee was actually paying for. Another disappointment was that my stay never appeared in my Hilton Honors app, and no one at the hotel was able to help connect the reservation to my account. Lastly, the hotel was hosting multiple large events at the same time including a church conference, Vacation Bible School, and multiple dance nationals. The lobby was consistently overcrowded, and the noise late into the evening was significant enough that my children had difficulty sleeping. The room itself was comfortable, and I appreciate Noah’s efforts to make things right. However, better communication at check-in, improved front desk professionalism, and better management of guest experience during large events would make a significant difference.

Leslie Cook

Original room too small for our liking. Front desk made upgrade easy and we had a new room right away. ❤️ the double balcony’s and extra half bath in Island room. Great poolside bar with better than average food and drink quality. Access to Disney Springs is priceless! Wonderful experience would recommend.

Jameson Hart

I had an outstanding experience at Sunnies Bar inside the Hilton Lake Buena Vista Palace. From the moment I arrived, the atmosphere was welcoming, relaxing, and exactly what you hope for when enjoying a great hotel bar. The highlight of my visit was the exceptional service from Cat Perez, Vinny, and Liam. They were incredibly attentive, friendly, and professional. They went above and beyond to make sure every detail was taken care of, creating a genuinely memorable experience. Their knowledge, positive attitudes, and ability to make guests feel valued truly set them apart. Great service can make a good place great, and this team absolutely delivered. If you’re staying at the Hilton Lake Buena Vista Palace or looking for a great spot to unwind, I highly recommend stopping by Sunnies Bar and asking for Cat, Vinny, or Liam. They’ll make sure you have a fantastic experience!

Lisa

I arrived late at night after a delayed flight. My reservation was for two guests because my husband was driving up from Tampa and planned to stay at the hotel while I attended work obligations. Although two people were listed on the reservation, I was initially given only one room key and had to specifically request a second, which was unusual. I also had to ask about Disney advantage benefits, when it seemed like the desk employee waived me off. I was not offered assistance with my luggage at check-in. That did not initially bother me, but it became frustrating once I reached my room and discovered small, seed-like particles in the bed after pulling back the covers. I was speaking with my husband on the phone, and the particles resembled online images of bedbug eggs closely enough that I was understandably uncomfortable remaining in the room. The front desk instructed me to bring my belongings downstairs so they could move me. Given the circumstances, this would have been an appropriate time to offer assistance with my luggage or help facilitate the room change. Instead, I was left to maneuver everything back downstairs and then up to the replacement room by myself. The second room was acceptable, but the shampoo and conditioner dispensers were empty. I expected housekeeping to refill them during my four-night stay, but that never happened. My greatest frustration involved the Hilton Diamond food-and-beverage credit. My husband and I were each supposed to receive a $15 daily credit. At every other Hilton where I have used this benefit, charges have effectively been reconciled across the stay’s check-in and checkout windows. At this property, however, the credit was applied strictly by calendar day. This meant unused credit could not carry forward, and there was effectively no checkout-day credit unless it was used within the hotel’s particular daily accounting window. I specifically asked about the credit at check-in and was told that this Hilton did not handle it differently from other properties. That was clearly not accurate. Because of the way the hotel applied the benefit, I ended up paying approximately $15 out of pocket. When I explained the situation to the front desk, I hoped the charge might at least be waived as a courtesy, particularly given my years as a Diamond member and the lack of a clear explanation at check-in. It was not. I also never saw the advertised 10% food discount reflected on any of my food purchases. The resort information referenced a daily sun-care product, but when I asked at the front desk, the employee did not know what I was referring to. The resort fee also listed premium Wi-Fi as a benefit, although complimentary Wi-Fi is already available to Hilton Honors members. I am therefore not convinced that the approximately $41 daily resort fee delivered meaningful value. The hotel’s location is exceptional, and that is easily its strongest feature. Unfortunately, the rooms and the property overall appeared to need considerable maintenance and updating. Between the condition of the first room, the lack of assistance during the room change, missing bathroom products, unclear Diamond benefit policies, and questionable resort-fee inclusions, this stay did not meet the standard I have come to expect from Hilton.