Homewood Suites by Hilton Orlando Theme Parks

Our stay here was very nice, clean rooms, clean bathrooms, the breakfast cycles in the mornings so it's not the exact same stuff every morning. We had an ambassador named Adriana offer us deals for the next time we may stay with Hilton, so we'll hopefully be staying in another Hilton soon.

I booked this Homewood Suites through Expedia well in advance for my family's trip. While I was traveling, the hotel attempted to charge my credit card. Because I was already in transit and the charge was coming from a different state, my bank flagged the charge as potential fraud and texted me a request to approve the charge. The card was clear within minutes of the decline, but Homewood Suites didn't try to rerun the card or reach out they just cancelled my reservation

Instead of calling me, sending an email, or contacting me through Expedia, the hotel simply canceled my reservation while I was traveling. I thought I had taken care of the issue as I told had no idea this had happened until I arrived at the hotel after a long day of travel and was told I no longer had a room. I had all my adult children arriving for the stay as well and coordinating alternate plans at 7:30pm for that many people was almost impossible.

The staff eventually found us another room, but it was significantly smaller than the one I had reserved and was not suitable for the number of people in my party. When I asked if they could provide a rollaway bed or another solution, I was told no. I ended up having to go out and purchase air mattresses and sleeping bags so everyone in my family had somewhere to sleep.

What made an already stressful situation much worse was the way it was handled. Every time I tried to explain what had happened or asked for help, I was repeatedly told, *"We only hold reservations with a valid payment method."* No one seemed interested in helping resolve the situation or even listening. Making the situation worse there was only one girl at the hotel and several other people were at the front desk seeking help for being assigned the wrong room or some other mishap. The line went out the front door and the girl at the desk was constantly desking her manager who she reported wouldn't be back for several days. In the morning I sought help from other staff and they only said "We only hold reservations with a valid payment method." and continued to imply that I didn't pay for my hotel and were rude and condescending.

As the conversation continued, I felt dismissed and belittled. Staff members repeatedly blamed Expedia for the problem and made comments about my booking through a third-party site instead of focusing on finding a solution. Rather than treating me like a guest whose reservation had unexpectedly been canceled while traveling, I was made to feel as though I was trying to get a room I hadn't legitimately reserved.

I completely understand that fraud alerts and payment verification issues happen. What I cannot understand is canceling a confirmed reservation without making a single attempt to contact the guest first. A simple phone call, text, or email would have resolved this issue in minutes.

Instead, my family arrived after a long trip expecting a confirmed reservation and found ourselves without the room we had booked, purchasing extra bedding and sleeping on the floor and on air mattresses just so everyone would have a place to sleep.

I have stayed in many Hilton properties over the years and am a Hilton Honor's member, and this was by far the most disappointing customer service I have experienced. I hope management reviews both their reservation cancellation procedures and the way guests are treated when unexpected problems arise. No family should have to begin their vacation this way.

Proximity. Breakfast was great! Friendly staff.

Sehr freundliches und hilfsbereites Personal. Geräumige und saubere Zimmer.

Close to everything

Habitación

The area and cleanliness

Looks like it was recently renovated the lobby and rooms were great

I liked the room was nice.

La amplitud de las suites y que tengan cocina incluida.

I stayed for 5 days. they charge for parking, but the amenities make up for it—delicious breakfast nice rooms and friendly staff. Kudos to Krewsham and Carla for their kindness toward us!

Pros:

Kitchenette- I have a Gtube 15 mo old and was great to get some cold drinks and have a dedicated space to wash and mix her formula.

Beds: more comfortable than my last stay in Moab.

Shower: good water pressure even on the 6th floor

Occupancy: had 2 adults and 4 kids. The 2 queen suite was perfect with a sofa bed and enough privacy for everyone to get ready in the morning without hogging the one bathroom.

Pool: great but also sad that my kids had more fun at the hotel pool than they did at SeaWorld.

Breakfast: included, just be prepared for long lines for coffee and waffles. They had cute Mickey one but everyone wanted them and both lines are not set efficiently for flow. Be aware they close the doors at 9:29A weekdays whether you are actively getting food or not. They closed a kid inside our last morning there because grew was taking too long.

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Cons: $27 parking wouldn’t be “so bad” if you’re counting on the shuttle, in our case, to SeaWorld. BUT it leaves ONCE at 7:40A sharp and returns at 5PM! This is not printed anywhere in the lobby, or on the info sheet they give you when you check in. And btw, general parking at SW is $37. We found out the hard way and that was the essential reason I had picked this hotel only to be a failure.

One working, slow as molasses elevator.

Cleaning and towels every other day. So no fresh towels.

I just want to emphasize how warm and welcoming Xavier was when I arrived and remains great with customer service. Miss Janice and Krishawn particularly in and around the food service on the first floor we're very cheerful and fun to engage with. Truly enjoy engaging with them and look forward to the rest of my stay particularly because of these three people!!

Viajei com meu bebe na epoca com 10 meses, o hotel disponibilizou berço e nos deu um upgrade de quarto, nosso quarto era super completo com cozinha completa, lava louças, fogão, itens de cozinha, geladeira e banheira. No corredor tinha uma maquina de gelo e bebedouros espalhados. Café preto fica disponivel o dia todo no hall, e o café da manhã é otimo, com frutas, danone, sucos, pães e panquecas. Os Funcionarios são super simpaticos e solicitos sempre respondiam nossas duvidas e nos apoiavam em todas necessidades. A Localização é otima, o hotel fica na rua do SeaWorld e a 10 minutos de varios locais bons, bem proximo da international Drive tambem, alem de ser possivel ir a pé para uma CVS bem grande que tem do lado do Hotel. Estacionamento tambem muito bom e gratuito.