Hillary Deaver
Hotel is in a great location for Universal and Adventure Island! There is a free shuttle. Rooms were nice and clean. Hotel staff was great. The pool and hot tub are very large and great as well. The only complaint I have is that the Starbucks NEVER opened on time. It says 6am, but plan more for 6:30!
Anna Chen
Our stay at this hotel was extremely disappointing. The custodial staff began cleaning around 8 AM, which wouldn’t be a problem, but the cleaner made an excessive amount of noise. She constantly let the door slam as she went in and out for cleaning supplies, completely ruining our sleep.
We had informed the cleaner that we didn’t need room service and please be more gentle with the door. However, about 20 minutes later, another staff member knocked on our door. Without giving us any time to respond, he opened the door. Fortunately, I was dressed, but it was a frightening and unacceptable experience.
While we didn’t have the “Do Not Disturb” sign out, that doesn’t justify someone barging in the moment after knocking.
When we spoke to the front desk manager about the situation, his attitude was arrogant and dismissive. Both my companion and I work in retail, so we recognized right away that this issue wouldn’t be escalated properly based on the manager’s indifference. He simply said they would “investigate” and let us know later.
Initially, we planned to stay for three nights, but after this experience, we decided to check out after just one night. The resolution offered was a full refund for the remaining two nights and 5,000 Hilton reward points.
As we were checking out, we overheard another guest complaining about a flooded room and requesting a room change. Shockingly, we saw the customer service representative roll her eyes before turning to the manager’s office. This kind of unprofessional behavior was truly disgraceful.
The only positive aspect of this hotel is its location to Universal. Other than that, the hotel itself is old and has zero welcoming customer service. I can’t think of a single reason to recommend staying here. Absolutely disappointing.
Myles Lembke
*this review was bought and paid for with cookies*
what an excellent experience! One of the best examples of hospitality you could ask for, always service with a smile and a genuine effort to make you feel at home. Nice facilities and excellent staff. Loved chatting with the staff via text, loved all the cookies I could want, they're really tasty! Always happy to stay at a union establishment! Well worth it to me.
Zachary Ziegler
Fantastic location relative to City Walk, and the Universal parks. We stay here every trip to Universal. It's only about a 15 minute walk to city walk. Or, you can take the complimentary shuttle. The rooms are always clean, and the staff is friendly. Best place to stay for anyone spending a few days at Universal.
Amanda Lamson
So far this visit has been subpar. We checked into our room on the app (given a room number even) but after arriving we're told the hotel was "over sold" and they have no room for us. We were sent to another hotel and told to come back at 11 AM this morning. Obviously this is upsetting as we have spent a ton of money at one of the local parks with plans to go there first thing in the morning. We pivot our plans and arrive at 11:30 to be told they still don't have a room but they'd rush the cleaning of one. Over an hour and a half later and we're still sitting in the hotel lobby. Not able to visit the park we've spent money on. While employees SEEM empathetic no one seems to be DOING anything.
Update: After 2 hours and asking to cancel our reservation a room magically appeared. Not sure if this was due to threatening to leave or the magical Cynthia but we were finally able to get a room and Cynthia did her best to make it right. We still lost out on most of a day in the park which is incredibly frustrating. Huge props to Cynthia and her can-do attitude! Hilton has a great customer-facing representative in her.
My Booking
