Abbey Erickson
I recently stayed here as part of a dance nationals group and unfortunately my experience did not meet the expectations I have as a Hilton Honors member.
The biggest issue was that after I called around 9:25 a.m. to request a late checkout, I later discovered my room key had been deactivated because I had not placed a personal credit card on file. I completely understand hotels requiring a card for incidentals, but at no point during check-in was I informed that my room would be locked if I didn’t provide one. Being locked out of my room without any warning was frustrating and embarrassing.
While standing at the front desk, two employees openly discussed my situation in front of me. Having staff talk about a guest within earshot was unprofessional and made an already uncomfortable situation even worse.
I do want to recognize the manager, Noah. He took the time to explain why the hotel has this policy, listened to my concerns, and genuinely tried to de-escalate the situation. Although I still disagree with the way the policy is handled, I appreciated his professionalism and willingness to help. He also refunded my daily parking charge after I questioned it.
Speaking of parking, I was confused why I was charged each day when the parking gates were frequently left wide open. I watched multiple vehicles enter and exit without stopping, including people driving out through the entrance lane, so it wasn’t clear what the parking fee was actually paying for.
Another disappointment was that my stay never appeared in my Hilton Honors app, and no one at the hotel was able to help connect the reservation to my account.
Lastly, the hotel was hosting multiple large events at the same time including a church conference, Vacation Bible School, and multiple dance nationals. The lobby was consistently overcrowded, and the noise late into the evening was significant enough that my children had difficulty sleeping.
The room itself was comfortable, and I appreciate Noah’s efforts to make things right. However, better communication at check-in, improved front desk professionalism, and better management of guest experience during large events would make a significant difference.
ayala marberry
What a wonderful stay this was, especially since we were celebrating my son Landon's 10th birthday! From the moment we arrived, the staff made this trip truly special.
Danielle greeted us with such warmth and genuinely knew the property inside and out. She went above and beyond by upgrading our room in honor of Landon's big day, which made the celebration feel even more magical.
Mr. Luis Morlae was an absolute sweetheart. When I ran into printer trouble in the computer room trying to print my study notes, he stepped right in to help, all with the warmest smile. Little moments like that really stick with you!
And last but certainly not least, Logan A. was an absolute joy. So personable, kind, and welcoming, he made every guest feel right at home, and he's a fantastic conversationalist !
Thank you to this incredible team for making Landon's 10th birthday trip one we'll never forget. We'll definitely be back!
J. Michael Gorman
Hilton Palace is the best. Love the hotel, service, food options, lazy river pool, and staff. They treat you like family gear and are very accommodating. You’ll find a great crew working the lobby bar “Sunnies” when you check in. Ed and Cat are the best. They are always smiling and provide amazing service. Front desk workers Willow and Luke are always so friendly and knowledgeable. Highly recommend this hotel.
Krystal Klear
My family has stayed at the Hilton Orlando Buena Vista Palace numerous times for our Walt Disney World vacations, and I firmly believe it to be one of the best non-Disney owned hotels on property. The rooms in both the main building and the Island building are modern and spacious, making them suitable for small families. Customer service has always been pleasant, the hotel staff are kind and helpful, as are the car valet attendants. One of my personal favorite amenities from the hotel is the Citrus 28 shop, it is a very convenient place to pick up snacks, grab some coffee, or even treat yourself to some ice cream.
Though, I'd say that the pools are one of the highlights of this hotel's offerings in my opinion! They feature a traditional lap pool, a lazy river, and even a hot tub and a poolside bar. The only complaint I have is that the staff should put more effort into ensuring pool rules are followed by hotel guests, as my family and I encountered people recklessly diving/jumping into the lazy river numerous times (the lazy river is only 3 feet deep and the rules signs posted around the pool area prohibit diving). Other than that, the pools alone are absolutely worth using and are a perfect way to cool off in the Florida heat.
Overall, I would definitely recommend this hotel to anyone who is looking for a hotel on Disney World property that feels like luxury but isn't as pricy as Disney's own resorts.
Mathias Shreve-N
This hotel is our new favorite place to stay when in Orlando. First stay was in April, next was in June, and our next planned vacation is in August. From the minute you pull up here, you’re met with smiles and a highly professional staff. Valet staff, Ryan, Kyle, Nate, Dilly, and every other have been absolutely amazing. Walking up to the front desk, you’re met with people like Luke, Jody. Alli, Logan, Willow, Gabriela, Hailey, who all have top notch service and professionalism. While I can’t sit here and name everyone, I hope my point has been made, this team here is awesome. There are several places to eat, whether it’s just a snack, breakfast, lunch, or dinner, there are many options. The large pool and/ or lazy river is a great place to cool off and the jacuzzi is a great place to relax. The hotel is a 3-5 minute walk to Disney Springs, which can be seen right outside of many of the windows on the upper floors. You’re also advised on how to book the busses to Disney at the front desk at check-in, which is just a few minute ride to and from the parks. The grounds are well kept, even though the hotel seems to always be full. The staff does an excellent job of keeping it in top shape. We are certainly looking forward to the next stay.
