Hilton Grand Vacations SeaWorld Orlando

I work in the hospitality industry. I am not one to ask for anything for free or even complain, if my order is wrong I don’t say anything and would never insult someone that is trying to help me. I’ve been a server since I was 18 and in this industry for even longer. Customer service will make or break a guests experience, and or their desire to give it another shot. This is just a warning, if you are in Orlando do NOT stay at the Hilton Grand Vacations at SeaWorld. We have had the worst customer service from their management team and above. Gabby at the front desk has been sweet and understanding with our frustrations, she is their best employee in my opinion. We originally requested a first floor room, they didn’t have one at check in, no problem. Our flight was delayed 2 hours due to a thunderstorm in Norfolk, so we arrived later than planned. We were assigned the 6th floor, which was fine when the elevators were working. They have been down the past two days, now going on the 3rd day. It is 95 degrees here plus Florida humidity. I’ve asked several times when they have an expected time frame for the elevator to be fixed, just to be hit with “hopefully soon.” We have asked to move rooms three times, and were told there was nothing available. We are carrying our baby, stroller, baby bag, my milk, pumping parts, up and down these stairs in this ridiculous heat in a stairwell with no air flow whatsoever. Continuing on, we have spoke with the front desk and were offered $50 flat, that was the best a billion dollar company would be willing to accommodate. To be transparent, I spent $1700 on this hotel room. We have no desire to go anywhere knowing how miserable it is to have to leave and come back. I have asthma and had a baby six months ago, those stairs are killer. There was a lizard in our room last night, and the tvs do not work in any of the rooms. This is what you get when you throw money, in what feels like the trash. I understand this is a first world problem, but management needs to be responsible and called out for their lack of common sense and insulting offer. They have ruined the majority of our vacation. We have called 9-10 different Hilton Customer Service numbers, asking for assistance, just to be transferred again and again and told they cannot help. We will never stay at this property or probably any Hilton property again. Just be aware if you plan to spend your hard earned money on a deserving, family vacation, you may want to spend it elsewhere. 🥺😩 Read less

This is a beautiful property! The unit was very clean and had all the amenities we needed. The beds were super comfortable and lots of pillows. We were kind of far away from the main pool area but you can call the front desk and they will send a golf cart to pick you up. They always arrived quickly. Pool area was clean and beautiful. Only wish we could have spent more time there. Read less

This beautiful property has been our go to place for many years. Two of our grandchildren learned how to swim in the pools. Very comfortable units with balconies and very comfortable beds. Good food at the pool grill. Shout out to Jazzlene at the front desk. She worked very hard to get our family together in the same building. Her work was very much appreciated. We will be back. Read less