LAGUNA /SONOMA

I would strongly advise you stay at one of the many other hotels in the immediate area. I will say the restaurant and amenities here are nice for the price, but the customer service is about the worst I’ve ever experienced. I’m a Hilton Honors member and stay at various accommodations around the country about 15-20 nights per year, so I’m used to some level of disorganization, but this DoubleTree property by SeaWorld is run so poorly, I felt the need to write a review to warn others. I’ve now spent half the day trying to correct my bill, after also waiting in line on site at the property for over an hour last week trying to have it corrected at the time of my stay. I was charged incorrectly for breakfast and other items, have been told several times it’s been corrected, only to finally receive copies of emailed receipts that still show the incorrect charges. The final result at the moment is that I’ve been charged twice for the same meal. So back to being on hold for over an hour in another attempt to get it resolved. Do not recommend anyone stay here! However if you do, be sure to confirm your room is in the main tower of the hotel, as all other rooms are in a former converted motel with outside access only and minimal renovations.

Pilar Is very good service and friendly

Michelle did a great job serving us at the restaurant!

We are in town for the big nationals vball tournament. Overall has been a great experience. Our waitress , Pilar was just the sweetest! If we come back to Orlando we will definitely stay here and come back particularly bc of your kind and sweet staff. Pilar was great!

Great place but be prepared to have all deposits you put down for incidents gone by the night. They don’t inform you about what’s being taken out either. They tell you at the end when you call to see what happened.

Disgusting and awful, and extra charges for no reason, disgusting smell from the bathroom polluted the whole room, friends had mold in their room...will never stay here again

Pilar was the best!!!

Pilar was an amazing server…room mix up on my end was intervened by front desk staff. We always appreciate the hospitality that we get at this hotel

The resort is really nice and very close to SeaWorld, Aquatica, and more! The Laguna restaurant and bar is excellent. If you go, ask to be in Kevin’s section and you will get some of the best service you have ever received. Absolutely one of the best servers I’ve had. Update- we also had the pleasure of being served by Pilar who did an excellent job and was so thoughtful and attentive.

My stay was average until we encountered Glenda! She made our entire group feel so welcome and went above and beyond everyday! Her spirit and love for her job is unmatched! She is a gem. Thankyou Glenda for making our visit amazing.

Glenda the bartender is phenomenal. Great speedy service.

Victoria at Laguna was so fantastic! So kind, on top of what we need! Just overall lovely!

As a Hilton Silver member who stays at Hilton properties regularly, this hotel was a major disappointment. The pictures online are either outdated or only show the best parts of the property. The exterior room setup with outdoor entrances reminded me more of a Red Roof Inn than a typical Hilton property. The rooms themselves were okay, but the constant noise from housekeeping carts and activity outside the rooms throughout the day made it difficult to relax and disrupted sleep. I’m a pretty heavy sleeper, and even I noticed it. Service was average not particularly good or bad but communication was a problem. I had two separate reservations, one for a single night and another for five nights. When I checked in, the front desk agent told me I wouldn’t need to do anything between reservations as long as I was using the same credit card. He said the hotel would handle checking me out and back in automatically. Unfortunately, that wasn’t true. The next day, housekeeping knocked on my door around 2 PM asking why I hadn’t checked out yet. After contacting the front desk, I was told I actually needed to come to the lobby and complete the check-out and check-in process myself. This was a significant inconvenience because it interrupted our plans for the day and forced us to delay activities due to incorrect information provided by the hotel. The location is convenient for the theme parks, but between the misleading expectations from the photos, the motel-style exterior room access,…

We had a wonderful stay at the Doubletree for the AAU volleyball tournament, very close to the Orlando convention center. Michel was an excellent server at the delicious brunch both mornings we had her. Thanks!

Very disappointing end to a rough stay. After dealing with issues that forced us to move rooms twice, we were promised a parking fee waiver by a gracous staff member named Jennifer. However, at checkout, another agent flatly refused to honor this and stated it wasn't in their system. She was incredibly rude, dismissive, and entirely unhelpful. Unacceptable customer service.

We first ordered a villa and then the toilet and phone were broken and we got moved to another villa which had the same problem. They gave us a room in the tower but when we went to check out the receptionist “Anderina” was very disrespectful and had told us “ Here’s the receipt incase you try to play us again” she should not be in customer service. And learn to teach customers with kindness

We ate breakfast at Laguna restaurant, Maria Perafan was amazing server. She took care of us very well and was very attentive to all our needs.

Maria Perafan was an excellent hostess at the Laguna restaurant always greeting us with a smile. Taking the time to give us great tips for locations to visit around Orlando. Very warm and friendly atmosphere with exceptional food. Great coffee for early morning runs.

Pilar at the Laguna was awesome. She ensured that my family and I got all we needed for breakfast. Great service. Gracias Pilar.

Excellent service from Pilar!! Thank you she made my morning, just by being welcoming and friendly.

Pilar was the best at the morning breakfast. Kind, attentive and knowledgeable. Best place in town when in a volleyball tournament.

At check-in the front desk agents give warm to my kids. They especially loved this 😁 We stayed in a villa and the room was really nice. The bed was soooo comfy, they provide lots of towels and the rooms are spacious. The only downside (in my opinion) there weren’t any elevators at the villas. We stayed on the second floor so imagine a party of 6 (including a toddler and 2 not so young but “matured” couple) with a handful of luggage. My family was hoping to stay in the hotel but overall was happy with the stay in the villas.

The Laguna was really convenient as a breakfast option, especially not having a car. Pilar (server) was incredibly friendly and helpful in explaining some of the options. Also just very pleasant, would recommend her if you visit the restaurant.

Pilar was fantastic! She was very customer oriented always ensuring satisfaction.