Hilton Orlando Bonnet Creek

Alejandra at Zeta, the manager Joe at Zeta and Dom at the front desk made this visit by far the best Hilton visit I’ve had. So grateful for their hospitality towards me and my daughter. Will be back for the food and the stay , thank you :)

This is the best hotel getaway for families. We have two small children and their on-site restaurant La Luce is incredible for the kids. Chef Shirley and Maria the La Luce GM are incredible and made our kids feel like VIP guests. I loved the pork chop, it is my go-to when visiting. The rooms are amazing, we love the pool view rooms and the huge breakfast at Harvest is the best way to start our day before the theme parks. Also, the Lazy river cannot be beaten!

We booked this hotel mainly for the pool area, which was exactly what’we hoped for. The pool was clean, well maintained, and the food service was excellent. Unfortunately, our checkout experience completely overshadowed an otherwise enjoyable stay. At checkout, the hotel apparently decided to run a system test at what had to be one of the busiest times of the day—possibly one of the busiest days of the year. There was no advance notice, no warning, and no communication to guests. As a result, my wife, our 11-year-old child, and I had to carry four 50-pound suitcases down 15 flights of stairs from the 15th floor to ground level, then climb another flight of stairs to reach the lobby. By the time we reached the front entrance, there were several valet attendants and bellmen standing nearby, yet not one offered to help my wife or our child with the luggage. Inside the lobby, the checkout line was nearly 20 people deep. I went to the concierge desk and asked to speak with a supervisor or front desk manager. The concierge disappeared into a back room, and a woman came out only to tell me I would have to wait in line. When I finally reached the front desk, I was assisted by Lisa, who was friendly and appeared to be new. I repeatedly asked to speak with a manager because I understood Lisa had limited authority to resolve the situation. After my final request, she told me the managers were busy directing guests to the stairwells. I left my name, phone number, and email address expecting someone from management to follow up. As of now, I have received no response. We left with damaged luggage, no explanation or apology from management, and a sweaty, exhausting ride to the airport. The only acknowledgment we received was, “Thank you for being a Diamond Member.” The pool and food service were great, but the lack of planning, communication, customer service, and follow-up during checkout completely overshadowed our stay. A little preparation and leadership could have turned a frustrating situation into a manageable one. Instead, it left us feeling ignored and disappointed.