Hilton Grand Vacations SeaWorld Orlando

I am a member of the Hilton Loyalty programme and booked this hotel due to its proximity to Seaworld and because of my loyalty programme. I am normally balanced in my reviews and like to give the benefit of the doubt, but this was the worst hotel experience I have had. As the person at check-in told me, this is not a Hilton hotel and I should not expect a similar service. It is a shame Hilton was not up front about this when I booked it on their website. Checking in took a long time and no one was helpful in assisting us with our stay. There is a central pool and shop but we were located over a ten minute walk away, we requested to move rooms but it was not possible (fair enough, but this was symptomatic of the attitude to all questions). On arriving at the room, despite booking for four people, we only had two sets of towels and no bedsheets for the sofa bed. My children needed a shower from a day travelling and bed from being jet lagged but it took 90 minutes to get towels and bed sheets. We called a number of times and this did not help the matter, I ended up walking the corridors until I could find a hotel maid to ask directly. Once settled and we did not need to interact with staff, the room was fine. It is surprising there is not a door on the shower as this means the bathroom floor ends up being wet and a slip hazard as a result. In short, I would not recommend this or stay at this hotel again. Read less

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