DoubleTree by Hilton Hotel Orlando East UCF Area

Rooms/hotel: Clean with ample space in the rooms! Lacked some brighter lighting, but definitely a comfortable experience. Did not check out all the hotel amenities, but from what I saw they are serviceable. Service: front desk staff was lovely, and they offered free cookies! Made everything super easy, they were very nice. Location: Great location if you need to be in East Orlando/UCF area.

If you are considering staying at @doubletree by Hilton Orlando East –Orlando, FL…Based on my experience, integrity and good customer service is clearly not a priority. The HVAC system clearly had some challenges during my stay and according to various employees had been an ongoing issue prior to my family and friends arrival as well as during the stay. You will want to do a random onsite visit before hand to ensure the HVAC system is FULLY functional at different times of the day and night. Our family spent thousands of dollars at the Doubletree by Hilton Orlando East Orlando, FL over a period of five days…for rooms, restaurant food/bar, and a banquet room rental (on e night) catering service with more than 85 family and friends. When you walk-in any door, you felt the heat (expected outdoors). However, the hallways, lobby, restaurant/bar, breakfast dining areas where we convene daily throughout our stay was a hot 81 degrees or higher as indicated by the thermostat in the facility. Totally unacceptable! I reported twice the issues and concerns to front desk managers and desk staff to no avail. Various employees stated/confirmed “there was a major issue with the HVAC system” prior to the family and friends arrival and that “it was expensive to fix”…”and stated “it may be functional at times in part of the building, but not all of the building”…or that “it was worse before you arrived”. So which employee do I believe…the ones that confirm what we see and feel or the ones that didn’t feel the need to give us a heads up or make accommodations? There was a fan at the front desk to help cool the front desk staff that you clearly see present behind the counter), the lobby area also had portable fans or rather blowers and the dining breakfast area also had a portable fan when we went to eat. Clearly, the system was not adequately functioning. I have a great respect for customer service/hospitality representatives in general. I too have worked in customer service from my teen years well into and throughout my adult years. While there are many levels of service… I have seen the epitome of excellence in establishments to absolute failure…and what transpired at Doubletree by Hilton 12125 at High Tech Avenue, Orlando, FL was a failure to provide or make reasonable accommodations for paying customers prior to the stay or while we were present with my experience. Not one call to the GM staff at the time of request.So, I contacted the general manager 6 days ago petsonally via phone and email. Six days later, I still have not heard back from the GM directly. “We can offer you 5,000 points”…sir/ma’am…it takes 39,000 points to even book a room using points…and I spent at least $862.16 for two rooms. Respectfully, I followed protocol taking it up the chain of command. If the GM has time to speak to the members on staff, he has time to speak to the customer who reached out to him six days ago to address the concern and come to an amicable and reasonable fix. Also , no updated technology plugs in the rooms. You have to ask and Hope they have a fridge or refrigerator available for the room. Plus, the queens beds are not that! More like an extended twin. Our family members are truly commended for hosting an outstanding reunion! I’ll take with me the loving memories…those great moments we were able to make together and thank the family for everything! As for Doubletree by Hilton Orlando East, #Hilton #FortheStay was absolutely not lived up at this facility nor was reasonable customer service. I will not return for a STAY.

Fire alarm went off at 12 am for a false alarm. Guests standing outside until firefighters arrived. We saw elderly guests struggling to get down the stairs. One man looked like he was handicapped and needed assistance but there was no assistance. Did not see one single hotel staff member while this was happening. Traumatizing for our young children. It was terrible. The hotel didn’t even apologize. Room also had terrible lighting like a bat cave.