Homewood Suites by Hilton Lake Buena Vista - Orlando

Reviews

• AR

  Alex Rodriguez

  2 days ago
  5.0
  Other than the 10 minute wait to check in and the running toilet in our room? Everything was great. Good clean, great environment, great breakfast. Area clean and secure and location is less than 5-10 minutes from both Disney and Universal. Restaurant selection in the area is amazing even shopping is 5-10 minutes drive. You can uber to and from everything in little to no time.
• FA

  Freeman Arthur

  Dec 24, 2025
  1.0
  UPDATE: despite my detailed email to the manager Karina Fontanez Nieves, I never was given a response. Im not surprised, as the other workers on duty expressed she doesn’t care about hotel guests or their concerns. Hilton did absolutely nothing to make this better. Don’t stay here. I travel often and stay at Hilton properties regularly, and I can confidently say this is the worst Hilton experience I’ve ever had. We paid over $1,300 for a 9-night stay, and the level of service has been completely unacceptable. Nothing about this stay resembled a hotel experience. If anything, it felt like an unmanaged Airbnb—except even most Airbnbs will give you towels, answer messages, and provide basic necessities. Here’s what we experienced: • Room missing basic essentials upon arrival – No hair dryer. When we asked, the front desk said housekeeping was “closed” and there was nothing they could do. My wife had to go to bed with wet hair. • Hot water is completely inconsistent – Some showers are cold, some scalding, some switch every 10 seconds. • Bathroom lights flicker like a strobe every time you turn them on. Maintenance issue, zero concern given. • Strong smell of marijuana in the elevators and parking lot every night. • “Pet friendly” is misleading – They refused to service our room for our entire stay because we have a puppy, even though she is fully secured in a kennel. We weren’t even asking for housekeeping—just towels and trash bags. The front desk is usually empty, doesn’t answer the phone, or simply says “we don’t have anything.” • Trash and linens placed outside the room were ignored – Nothing replaced, ever. • Completely incompetent follow-through – We ran out of body wash and were told it would arrive in 15 minutes. After 30, nothing. Asked again—told it would be waiting when we got back. It wasn’t. Asked a third time—another hour passed, still nothing. Only after going downstairs and demanding it did it magically appear. • Front desk attitude is wildly unprofessional – One agent even put his phone in my face and said “see, I texted housekeeping,” as if blaming coworkers equals doing his job. This hotel is not run like a Hilton. It’s barely being run at all. Management clearly has no systems in place, no guest-care training, and no accountability across departments. If you are considering booking here: don’t. Spend your money anywhere else. There are budget motels that provide significantly better service and basic human decency. I have already contacted management and corporate will be next. I will also continue updating this review based on how (or if) this situation is resolved.
• AG

  Amanda Garren

  Dec 24, 2025
  2.0
  We have had a less-than-ideal stay at this property, which was disappointing given our consistently excellent experiences with other Hilton-branded hotels. We selected this location specifically because it advertises itself as a pet-friendly hotel. In practice, however, it appears the property simply accepts pets rather than truly accommodating them. Housekeeping refused to service our room due to “security policies regarding dogs.” While our dog was kenneled in the room with the door closed, no written policy was ever provided when requested. If this is indeed policy, that is understandable; however, the lack of room service resulted in ongoing issues that were not appropriately addressed. Because our room was not serviced, we repeatedly went without fresh towels, trash removal, toilet paper, and basic toiletries. While we were willing to request these items as needed, fulfilling those requests was frequently delayed or required significant effort on our part. On multiple occasions, calls to the front desk went unanswered. When we went downstairs in person, the front desk was often unattended. While we understand staff may step away briefly, the repeated absence created consistent difficulties. At one point, we left our used towels and trash bins outside our door while we were away. The bins were placed back inside the room, but no clean towels were provided. When we eventually located a staff member to request towels, we were told none were available. Approximately 15 minutes later, after texting the provided number, towels were delivered so we could prepare for dinner reservations. Later that evening, we again found no one at the front desk when we needed toilet paper. Fortunately, the text feature allowed us to receive some within the hour. However, we were without body wash for two full days. Multiple requests were made via housekeeping staff, phone calls, in-person visits to the front desk, and text messages. We were repeatedly told items would be delivered within 15 minutes, but they were not. Only after continued follow-up was body wash finally delivered. Regarding the pet-friendly designation, this property falls short. The designated pet relief area is a small corner that was covered in trash and poorly maintained. There is no safe or reasonable area to walk pets other than the busy parking lot, which has constant vehicle traffic and does not feel safe. Overall, this stay required far more effort than should ever be necessary to receive basic hotel amenities. The lack of communication, inconsistent staffing presence, delayed responses, and limited pet accommodations significantly impacted our experience. This was not reflective of the Hilton standard we have come to expect.
• FA

  Freeman Arthur

  Dec 21, 2025
  1.0
  This has been an extremely disappointing stay and completely inconsistent with the Homewood Suites experience we’ve had across the country. We are staying here for eight days and booked this property specifically because it advertises itself as dog friendly. We are traveling with a small puppy who is crated in her kennel whenever we leave the room. Despite this, we were informed that housekeeping will not service our room at all due to vague “security concerns.” I explained multiple times that the dog is securely kenneled in the bedroom area and that we were not even requesting full housekeeping—just fresh towels, toilet paper, and trash removal. Even that was refused. At that point, I placed our used towels in the hallway and moved all trash bins outside the room to make things easier. The trash was eventually removed and the bins were placed just inside our doorway, but the dirty towels were not replaced, nor were fresh towels or toilet paper provided. I then attempted to call the front desk — no answer. I went down in person and was told they did not have any towels available. As a result, I was left choosing between not showering before a planned dinner or leaving to purchase towels and basic supplies myself. For a hotel charging premium rates, this level of service is unacceptable. If this property cannot provide even basic accommodations for guests traveling with dogs, it should not be marketed as “dog friendly.” At best, it should state that dogs are merely allowed — because that appears to be the full extent of the policy. This experience is far below the standard of other Homewood Suites locations we’ve stayed at and is frankly appalling given the length and cost of our stay.
• JR

  Joan Ramos

  Dec 20, 2025
  1.0
  Stayed here lastnight for my son's birthday. Rooms are dirty, bedsheets were not clean when we checked in. No one came to the room to change them after we called. Woke up this morning for breakfast that was included, but there was hardly any food, the toaster machine wasn't working. Then she brought out a two slice toaster which also wouldn't work, Lady running the breakfast area couldn't speak a word of English or just pretended she couldn't. there was no juice available for the kids only ice water, I went to the front desk to enquire about where the food is, if they'll bring out any and told her we've been waiting 30 mins for the tortilla box to be refilled and nothing has been brought out. We gave up on breakfast & returned to our room only to find the dishwasher was flooding our floor in the room. Called down to the front desk and still sitting here waiting for maintenance to show. My husband is also a diamond member with Hilton and this place sucks!

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