Doubletree by Hilton Orlando at SeaWorld

Double Tree by Hilton Orlando at Sea World, November 7,2024 (3-night stay) I usually write reviews because I either want to recommend the fabulous places I’ve been to, or to acknowledge the amazing people who go out of their way to give exceptional service. I take time to recognize those in the hospitality service field because they do matter. Those in Hospitality contribute to your lasting memories and joyful stories while vacationing. You are all key players in our lives when we are away from home. From the front desk clerks, housekeepers, car attendants, and the waitresses who serves our meal to the Starbuck’s coffee employee. You all matter. We know it’s not easy dealing with the public. It’s challenging on any given second. We also recognize it’s not for everyone. Everyone is entitled to respect, kindness, professionalism and attention to details. These days hotels are not what they promote on their lavish websites. They are short staffed and lack personal touch. Most of the time employees are working in a toxic environment. Employees wear numerous hats and are stretched out thinly. There’s no professionalism or attention to detail. While staying at the Doubled Tree by Hilton Orlando at Sea World, we encountered several issues which should be addressed. Management needs to step it up and provide a healthy work environment for their employees. Employees need to be friendly, and attentive. They need to treat everyone with respect and dignity. Let me begin by saying we didn’t choose this hotel. My husband was a speaker for the National Urban Search & Rescue Conference/ SUSAR Organization. Members attend this conference to provide training, and promote activities related to helping people before, during and after disasters. These members are the very best and finest. They are Experienced and truly the very Best. Conferences are for training, networking and information sharing. It provides a forum for state ad federal agencies to collaborate on topics. These members deserve top notch accommodations. They are all heroes. They go into danger furiously. After waiting in line at the front desk for over 10 minutes the clerk told us they didn’t have a reservation for us. She went on to say the hotel was fully booked and there were no rooms available. We said we were there for a government conference and that reservation was made by a third party. The clerk said she had to address matter with the Manager. After 10 more minutes, the clerk came back and said they could accommodate us in a Villa room. Upon entering room 709, we smelled and noticed the room to be filthy, musky, dusty, and door was missing a “peep hole” device with fish eye lenses. We found the peep hole device on counter by door. Whomever was doing repairs failed to install it. We went back to front desk and surprisingly we were assigned the room next door. Upon entering the new room 707 it was in the same state as 709, both had a musky smell and filthy. Since it was already late, we decided to stay in this room. I wiped down the counter and floor with towels and plugged up peep hole with tissue paper. The bathroom is very small and door was not able to close completely. The water in shower smelled like sulfur. The upgrades to room were not done with finesse. Blotchy Patchy ceiling repairs looked atrocious. The walls were also patchy to cover up outdated walls. The hotel is not Hilton standard or a resort hotel. It’s more like an old motel. We found the area of the Villas isolated. I didn’t see any security patrolling the grounds. They charged a resort fee of $25.00 and Parking Resort Fee of $30.00 for Self-Parking. I was glad to see a hotel coffee café “The Market “which creates a premium coffee experience for hotel guests with Starbucks everyday favorites and seasonal beverages. The one incident that I just can’t believe happened was on our last evening (November 9,2024 evening shift) Upon returning from dinner, we tried to use our room keys and they had been blocked. We went up to the front desk. The evening clerk on duty told us that we no longer had access to this room. She said we would have to go to another hotel because the hotel was fully booked and she couldn’t allow us to stay one more night. This woman was rude and unprofessional. How do you tell a hotel guest to go somewhere else because they have no rooms available. We still had our personal stuff along with luggage in room. She said she would send an attendant to open room so we could retrieve our stuff and leave. We said we couldn’t believe how she was so matter of fact she was not even trying to help us with this predicament. Luckily for us, my husband spoke to the coordinator of the USAR conference and he accompanied us back to the front desk. He discussed the situation and told clerk my husband was an essential speaker for the conference and he would appreciate that she accommodated us. She said she had to talk to her manager. When she returned after 10 minutes, she said we could have room until 11 am the following morning. This clerk showed no remorse for her insolent behavior. I was appalled. The hotel has so much potential. It needs new management, friendly staff and upgrades!!! I hope my concerns are addressed and changes are made. No matter what’s going on in your personal space, no one deserves to be treated how we were treated that night. Read less

This hotel is the WORST place I have ever stayed, and all my family members agree. My son scheduled his wedding here, we were all emailed confirmation numbers, I personally called the hotel at 8pm on the day of my arrival to advise I was not going to arrive til around 11pm and confirm they would have my room, my stay was set for 4 days, they advised since i was staying 4 days, they would of course keep my room. I arrived at 11 pm, went to the registration counter where I was told they did NOT have a room for me. I presented the email confirmation where I was then told that number was not a good number, although it CLEARLY stated the name and address of the hotel. I then told them I was there for the Wilkerson-Collins wedding - Which was also shown in large green letters on my email confirmation. I was told they were not having a wedding that weekend. I was then told I would need to WAIT for a room to be prepared. I waited til 1 am for a room to be ready for me! THIS IS RIDICULOUS when you receive a confirmation, are told the check in time is 3 pm, and call to advise you are coming - if check in is at 3pm, why was a room not ready for me? Why was a room not ready when I called at 8 pm? Furthermore, they gave me a room in their tower, like that was supposed to be a big deal of some kind, but I had to make 3 trips to the room via elevator and there was no parking in the area so I had to park at another location and walk back to my tower room! I explained to the man at registration that I was 64 and had no business walking the grounds of a hotel alone at 1 am in the morning, but he said of the 1150 rooms they boast - that was THE ONLY room available! my entire family, the brides family and friends coming to the wedding ALL had the same issues, 3 of my sons had to stay locally at another location because they were told there were no rooms available, they got there on Wednesday! when the hotel began having rooms, they put most of the guests around the courtyard where the wedding was being held, but not me. I continued to have to walk to the tower several times a day as there were rehearsals, pictures, the wedding and the normal routine of eating. If this is a RESORT, it is the worst one I have ever stayed in and I will never ever stay here again. I left a day early as a matter of fact. Not one single person at this hotel tried to listen to our concerns and issues for incoming guests and the issues with not having the rooms ready. What is the point of making a reservation if they are not only not going to honor it, but also lie to you that the reservation # on the email THEY SENT was not a good number? Read less

We stayed here for 9 nights. Staff at check in was nice. Our room was on the ground floor of the villa style rooms. Room was outdated furniture old. There was a fridge in a wardrobe who puts a fridge there. There is a safe,microwave we never used it. We never got our room cleaned every day. We were there for the hurricane as well. We never got told anything. Had a buffet breakfast every morn it was fine. On the day after the hurricane the hotel was really busy so everyone had to eat in the conference rooms it was all buffet style food was cold as the man kept on leaving all the lids open for the food. We walked over to seaworld it's only a 10 min walk. We also walked to aquatic as well that was about 15 min. Pool areas were OK.no shade. We were lucky enough to not hear music at the pool. The resort fees are expensive as well as parking fees. Says you get 2 bottles of water everyday you had to go to reception to ask for them. Also got cookies some days. I would go to a different hotel if back in the area plenty with no resort fees. Read less

During such a difficult time the entire staff was amazing. Every staff member went above and beyond. They made sure we were safe and comfortable every meal was ready to go hot and fresh not to mention delicious. The breakfast buffet is one of the best I ever had. I had a nice time even though we were facing a terrible hurricane. I even had sales and marketing team show such warm and kindness. All Mangers were attentive to our needs. 10 stars in my opinion. Thank you again Doubletree Hilton by Sea World for everything.I will return to your hotel when I’m in Orlando. Read less