Mikey Swafford
We had an amazing experience at Letterpress! The food was outstanding, and the service was even better. A special thank you to William, who went above and beyond to make our dinner memorable. We were celebrating my wife’s birthday, and he surprised her with a birthday cake, which was such a thoughtful touch. He was friendly, attentive, and truly made us feel welcome. Five stars for both the food and the exceptional service. Great end to our 10 day vacation!
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.
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.
Debra Murray
Our stay at the Hilton was absolutely fantastic from start to finish. One of the highlights was the incredible view from the resort. Being able to watch both the Epcot and Magic Kingdom fireworks from the property was truly magical and made our evenings unforgettable.
The pool area was beautiful, well maintained, and the perfect place to relax after a busy day in the parks. The entire resort was clean, welcoming, and offered everything we needed for a wonderful stay.
What really made this visit exceptional, however, was the customer service. The bellhop team was outstanding, especially Jeremy. From the moment we arrived, Jeremy was incredibly friendly, professional, and knowledgeable. He took the time to explain the resort's amenities, operating hours, and features, while also sharing helpful information about the local area. His warm personality and genuine desire to make our stay enjoyable did not go unnoticed.
Exceptional customer service can make all the difference in a vacation experience, and Jeremy certainly exceeded our expectations. Because of the beautiful accommodations, amazing views, great amenities, and outstanding staff, we would never hesitate to stay here again in the future. Highly recommended!
