For the past six years, the Hilton Orlando Buena Vista Palace has been our go-to destination for a relaxing getaway. Unfortunately, this visit was a major disappointment and was not the experience we’ve come to expect.
Throughout our stay, we repeatedly found clumps of hair stuck to us while using the pool area, which was both unpleasant and concerning. The pool itself was also dirty and cloudy, further adding to our concerns about cleanliness. The grounds also had trash scattered throughout the property, giving the impression that cleanliness and upkeep had fallen behind. Our room was also missing the couch that was supposed to be in it, which added to our frustration.
At the pool, we called multiple times for assistance with our umbrella, but no one ever responded. We understand that the hotel was hosting back-to-back dance conventions and were told these were some of their busiest weeks of the year. However, knowing that level of occupancy was expected, we also expected the hotel to be properly staffed and prepared. Instead, service seemed overwhelmed, and there was no acknowledgment, apology, or effort to address the issues we experienced.
We’ve always recommended this hotel because of the consistently excellent experiences we’ve had in the past. That’s what made this stay so disappointing. We truly hope this was an exception and that management takes steps to restore the level of cleanliness, service, and hospitality that has kept us coming back for the last six years
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