Hilton Vacation Club Aqua Sol Orlando West

Reviews

• JB

  Jory Beer

  today
  1.0
  Subject: Formal Complaint – Safety Hazards, Misrepresented Amenities, and Multiple Maintenance Failures During Stay I am submitting a formal complaint regarding our stay at your resort, which has been significantly impacted by safety hazards, undisclosed construction, non-functional amenities, and multiple maintenance failures within our unit. We chose this resort expecting a relaxing family stay, however our experience has been extremely disappointing and, in some instances, concerning from a safety standpoint. The following issues occurred during our stay: • On our first day at the resort, a large piece of metal soffit material blew off the roof during construction and nearly struck us. This was extremely alarming and represents a serious safety concern. • Our initial room was surrounded by active construction and renovation work that was not clearly disclosed at the time of booking. The area had construction materials, dust, and significant visual disruption. • We requested to move rooms due to the construction environment and were relocated. Unfortunately, the replacement unit also had multiple maintenance issues. • The upstairs bathtub does not properly fill. • The downstairs toilet is leaking. • The coffee machine in the unit is broken. • Lighting in our son’s room was not functioning, requiring us to unscrew bulbs to troubleshoot the issue. • Several electrical outlets in the unit do not work. • We requested additional blankets and were told they would be provided immediately, but they were never delivered. • We waited two days to receive replacement towels. • Resort BBQ facilities were largely unusable. We waited over an hour for staff to assist with lighting a grill only to be told that many of the BBQs had no gas. We were directed to another BBQ area across the resort where we waited an additional 45 minutes for a lighter, only to discover that half the burners did not work and the control knobs were broken, making the grill difficult to use safely. • One of the resort pools was closed during our stay, and shortly after arrival the waterslide was also closed. • Renovation work and construction were ongoing across the property, which significantly affected the experience and atmosphere of the resort. In addition to the above issues, staff interactions were extremely disappointing. When these concerns were raised with resort staff, they were largely dismissed rather than addressed in a helpful or solution-focused manner. Given the number of maintenance failures, safety concerns, unavailable amenities, and undisclosed construction impacting the property, the experience did not match what was advertised or expected when booking. We paid a significant amount for this stay and believe it is reasonable to request that this situation be reviewed by management and that appropriate compensation be considered. I ask that resort management review this complaint and respond with a proposed resolution. Thank you for your time and attention to this matter. I look forward to your response. Sincerely, Jory Beer
• KM

  Kerry Mayle

  Feb 20, 2026
  1.0
  My husband and I stayed at Aqua Soul with a group of friends, and unfortunately our experience fell far short of expectations. We had two 2-bedrooms in total, and one of them had a strong fish‑boil smell from the moment we arrived. The odor never went away. Although staff sprayed the room, it was clear the space was never actually cleaned, and the issue was never resolved. Another frustrating incident involved the broken ice maker in our room. I waited an hour and a half for ice, checking in with the front desk every 10–15 minutes. Each time I was told it was on the way, yet no one ever mentioned they had already dropped it off — and to the wrong room. It was a simple request that turned into an unnecessary hassle. We also had maintenance knocking on our door early in the morning wanting to fix a door we never called about. It felt random and intrusive, especially since no service request had been made. Overall, the property did not meet the level of service or organization we expected. Because of these repeated issues, we will not stay at this hotel again.
• FC

  Fay Chitsantiworarak

  Feb 17, 2026
  1.0
  My family had a very bad experience at this hotel. The room we were assigned had a strong paint smell that made it difficult to breathe. I was especially concerned for my 8-year-old son’s health. At around 2:00 a.m., we called the front desk to request an air humidifier due to the poor air quality. We were told it would be delivered in the morning. We waited approximately three hours, but no one delivered it. Before leaving, we called the front desk again and informed them that they could leave the humidifier in the room. When we returned around 10:00 p.m., the humidifier was still not there. We were forced to stay another night in the same room, and the air quality remained very bad. As a result, my son became sick, and we continued to have trouble breathing. Because of this situation, we had to check out early and move to another hotel. This was the worst hotel experience I have ever had. Poor room conditions and lack of response from staff made this stay unacceptable. I do not recommend this hotel.
• OT

  Our Traveling Tribe

  Feb 17, 2026
  3.0
  3 stars is generous and is given purely based on the staff and their friendliness. The property is old, not well kept, many details unthought of that may seem small but end up making the difference in a stay, and even if you request way in advance to be put in an updated unit you are not. (Even with status) Our bathtub didn’t have hot water and the drain had heavy mold and hair stuck. The staff never showed to turn on the BBQ for us in shared BBQ area we had to take someone else’s after they were done, the shampoo and conditioner is bolted to the shower wall which doesn’t help if you are taking a bath, and the house cleaning doesn’t come everyday unless you reserve house keeping 24 hours in advance. Yet, that should be addressed at check in. Lastly, all items like toilet paper, paper towels, tissues, etc are the cheapest you can possibly find.
• GM

  Grace McNabb

  Feb 11, 2026
  5.0
  We recently enjoyed a lovely family stay at Aqua Sol from February 7–10, 2026, and overall it was a very enjoyable experience. The resort is set in a great, quiet location with wonderful amenities. Our family loved spending the days at the water park, relaxing in the main pool and hot tub in the evenings, enjoying lunch at the on-site poolside grill, and having fun with activities like mini putt and bean bag toss. There was truly something for everyone. Arrival and check-in were seamless, with easy access to both the property and the apartment, which made settling in stress-free. The kitchen was well stocked with dishes, cups, mugs, and silverware—perfectly suitable for our stay. That said, a few additional serving bowls and an extra frying pan would be a helpful addition, as there was only one pan available, which could make preparing a full breakfast a bit challenging. The apartment itself was very clean, with only minor wear and tear noted. As a guest services specialist in Niagara, Ontario, I completely understand this and it did not detract from our stay in any way. Lastly, the team truly stood out—every staff member we interacted with, from the front desk to pool service, arcade, restaurant, housekeeping, and the art studio, was absolutely fabulous and welcoming. Overall, our stay was very enjoyable, and we would happily return with our family in the future.

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