2/10 Terrible
Amanda
Traveled with family
May 8, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed for 10 day family vacation at Disney and this property has made everything difficult.
Kitchen staff is wonderful, friendly and accommodating. Can’t say enough great things about Nelson!
However, on a 10 day stay we had housekeeping show up once on their own, despite their claims that housekeeping is every other day of your stay.
We had to request housekeeping three times on our own, and twice they never bothered to stay. With a family of five, we ran out of toilet paper, soap and clean towels.
Front desk staff were entirely unfriendly, and argumentative when we made our complaints. Don't bother to greet clients when they are coming or going, only if you approach the desk.
We also received an email from Hilton which asked us if we wished to complete any upgrades. We requested late checkout for an extra $30, a week prior to our arrival. On the day of our departure, however, the front desk phoned us and said they had no recollection of approving this upgrade. Not sure where the disconnect was between Hilton and this hotel, but was extremely disappointing to say the least.
Pool is not maintained, we had three full pool days here. The deck is not swept off, and multiple palm trees had left debris. Ducks inhabit the pool, leaving feces that were not cleaned up or taken care of.
My husband has done a lot of travelling for work always staying at Hilton properties. He’s always had great experiences. This property is a big miss for the Hilton brand!!
Amanda
Stayed 9 nights in Apr 2024