DoubleTree by Hilton Orlando East - UCF Area

Long time Hilton Honors member here.

After a full day of travel, I was happy to see a notification on my phone with my digital room key, so I could head straight to my room. I opened the app and there it was. Whew! Why then, after the long walk to my room, did it disappear and tell me I had to reset my password in order to access it? So after ten minutes standing in front of room 106 like an idiot, resetting my password, I was finally going to be able to get in and out my bags down, right? Wrong….the lock wouldn’t open with the digital room key. So I walk all the way back to the front desk, wait in line, and tell them the lock isn’t working. Instead of offering me a new room, I was told that the desk person wasn’t familiar with how the app or digital room keys work, and was given card keys. Walk all the way back to room 106 and the card keys won’t open the lock either. Walk all the way back, wait in line again, and instead of being offered a new room after I asked for one, or offered a drink in the lounge while they address the problem, I was told to go meet the maintainence guy at room 106. So I walk all the way back to room 106 again, wait for the maintainence guy, and he can’t get the lock to work either. He tells me he has to go get some tools and it’s gonna be a few more minutes. So back to the front desk I walk, with my bags, where I wait in line again, and demand a different room. Finally, they give me a different room. No offer of an upgrade. No free breakfast or drink for my troubles.

The next morning, I scan the QR code on the nightstand to see if they offer room service. They do! Just click the link to see the menu. Great. The link only goes to Hilton.com. No menu.

Why, if you’re going to offer high tech solutions to guests, why wouldn’t you make sure they work? And why, when the guest reports a problem would you make them walk back and forth to their room so many times to solve to try to solve the problem for themselves. Hilton used to understand why the word “service” is in “service industry”. Not so much these days.

1 Star – Completely Unacceptable Experience During a Funeral Weekend

My family traveled to Orlando for a funeral and checked in around 9:15 p.m. on Friday evening. Upon arrival, we were told the hotel’s computer systems were down. The lobby was filling with guests who could not be processed, and staff began handing out paper forms asking for extremely sensitive personal information — including Social Security numbers and credit card details — to “run later.” There was no explanation of how this data would be secured or destroyed. That alone was deeply concerning.

Compounding the issue, the front desk did not have my reservation listed for the correct number of nights. I showed the staff my email confirmation reflecting a two-night stay and was told it would be corrected when the system came back online.

The next morning — two hours before the funeral — I received a call asking when I was checking out because housekeeping reported I had not left. I explained again that I had a confirmed two-night reservation. I was told their system showed only one night and that I needed to vacate the room.

Despite reiterating that I had written confirmation, I received multiple additional calls, including one from the general manager. All were argumentative in tone and dismissive of the documentation I provided.

Rather than continue a confrontation while preparing for a funeral, I packed up and left the property — despite having 24 hours remaining on my confirmed stay. I then had to find alternative lodging in Orlando at the last minute.

The combination of requesting highly sensitive personal data on paper, mishandling a confirmed reservation, and repeatedly harassing a guest during a funeral weekend is unacceptable. This experience reflects serious operational and customer service failures.

I cannot recommend this property.

Nothing worked with that hotel. First of all, the rooms stinks of humidity, when you go in a room you get that stinky puff of the tropical section of a zoo. Then the rooms are dirty and tired, the safe does not have batteries and curtains are missing, rust in the bathroom, etc.

It was good breakfast.

5 out of 5 stars WITHOUT QUESTION for all the event staff here (Ari, Max, Annette — you guys are amazing!) — alas, my actual overnight stay (although comfortable and quiet enough) left a lot to be desired.

This was my first time staying at this hotel, which I chose because we were hosting an event in a meeting room that same day. I received an email, and then also saw in the Hilton app, that I had been upgraded to a “Pure” room, which sounded pretty fancy, but which was also a brand new concept for me.

When I arrived, check-in was easy enough and my room was ready early (thank you!). However, I really couldn’t tell any major differences between this “Pure” room and any other Hilton room I’ve ever stayed in … except the room had a portable air purifier (which was so horribly loud I ended up turning it off) and the room actually smelt horrible (I couldn’t tell if it was a musty smell, the plant-based cleaning products they use in the Pure rooms, or something else). The hallways smelled much better! The air-con in my room was also excessively loud and it only seemed to have one fan speed.

I also couldn’t get the Wi-Fi to work at all during my stay — when I messaged the front desk for assistance, they were very quick to respond (for which I was grateful!). However, staff requested I go downstairs to have my device “looked at”, which was incredibly inconvenient and I never did manage to get the Wi-Fi to work once during my stay.

The hotel itself is also definitely more run down (see photos) than many others I have stayed in recently, though I did like the modern common spaces :)

I requested a late check-out — which they kindly granted (30 mins) — but when I tried to get back into my room before the actual (normal) checkout time, I discovered I’d been locked out — very frustrating. I had to go all the way down to the front desk to get my key fixed. They then asked for ID (for which I am always grateful), but my ID was locked in my room!

Alas, I also didn’t find this location overly conducive (lots of construction happening nearby, for starters), and I probably wouldn’t stay here again … I much prefer Homewood Suites and Home2 Suites — and will stick with those next time.

Great location if doing anything associated with the UCF campus. Front desk staff was very friendly, check in was quick and smooth. Room was very well appointed, well maintained, clean, and smelled good. AC probably needs an upgrade, it was a little older and a little louder than today's current systems - but overall did a great job maintaining temperature in the room. Overall very positive experience with the hotel, definitely give it positive marks!

Mostly positive. A fairly sizable stain on the sitting chair that may like to be either changed out or professionally cleaned.
And the large diffuser above the entry way was condensating which has left a wet spot on the carpeting at the entrance to the bathroom.
I realize the outside air temp. was freezing and the system may "sweat" more though there should be a drain pan system that prevents potential moisture issues.
Thanks! Tim

Gabriela was our server this weekend and she was incredible. I have been a Diamond member for years. I have never had service like hers. She was amazing!

I love everything ! No complaints

Location and chocolate cookies. Kitchen was great.