Homewood Suites by Hilton Orlando Theme Parks

I stayed in a room with a kitchenette and two beds while traveling with my 9-month-old baby. Overall, the experience was very positive.

The beds were comfortable, the kitchenette was well-equipped, and the layout of the room provided plenty of space for our family. The hotel also offers a laundry facility and a small convenience store, which were both very useful during our stay.

The accommodations were comfortable and met our needs very well.

Sophia is very professional and provides great customer service for Hilton.

The room was spotless and smelled nice. The beds are super comfy and they provide a lot of pillows. The breakfast has a large selection of food and it all tasted great. The location of the hotel is near all the theme parks. The staff was very friendly. I love the flexibility of check in times.

Mitarbeitende waren freundlich, das Hotel sehr sauber

Stay away from this place as an honors member I was not expecting a 27 a DAY in Parking !!!!
We are not tourists!!! Not going to the parks !
What a ripoff !!!!
Read the small print regarding parking
What a joke !!!!!!

Conforto e localização

Limpio

Carla was the best at the front desk

Cerca, limpio, el personal muy amable, las instalaciones excelente

Confort e colazione

The hotel staff really are an amazing team. Jeydimar especially stands out for her exceptional customer service—her warm energy, genuine hospitality, and clear love for people make every interaction feel welcoming and personal. She is a wonderful ambassador for the brand and an outstanding representative of Hilton. You truly picked a great one!

Location, staff, breakfast and the pool!

Hotel is espectacular for the price and so near the theme parks !!!

It was clean a nice

Breakfast service was amazing.

Victoria Magdaleno provided exceptional customer service! Arrived at 5:30am and check-in was seamless. She had a helpful and joyous attitude. Other employees should emulate her contagious attitude!

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.