Frequently Asked Questions

How much is the daily resort charge and what does it include?

 The daily resort charge is $39 (plus tax) which will be charged to your room rate per room, per night and includes:

Do you have onsite parking? How much is parking?

The hotel offers 24-hour Self-Parking, and Valet Parking

  • Self Parking: $25 (plus tax overnight)
  • Valet Parking: $35 (plus tax overnight)
  • In/Out Privileges: Available for overnight guests
  • All parking charges are taxable at 6.5%

Are face coverings required on property?

Masks are optional for our guests and team members who are fully vaccinated within the resort. We kindly ask that those who are unvaccinated continue to wear a mask in all indoor locations and practice social distancing.

Do you provide transportation to the airport?

Hilton Orlando Buena Vista Palace is conveniently located approximately 15 miles from Orlando International Airport. Transportation options to/from Orlando International Airport Include: Taxi (fees apply) or Alamo rental car (fees apply), or MEARS CONNECT Shuttle, which can be booked here. Please contact our concierge desk for more information: 407-827-2727.

Does the resort offer Concierge Services?

Concierge services are available daily from 9am-4pm.  Should you require assistance at any other time, our Front Desk team is available to be of service.  Concierge services may also be requested via email at

Do you provide transportation to the theme parks?

Guests enjoy continuous shuttle transportation to all four Walt Disney World® theme parks. Shuttle pick-up is located outside courtyard on first floor (next to fitness center).  View our Shuttle Schedule

  • Walt Disney World® Theme Park Shuttle Schedule
    • Includes service to:  Magic Kingdom, EPCOT, Hollywood Studios and Animal Kingdom
  • Disney Springs® :
    • At this time, the hotel is not operating shuttle transportation to Disney Springs®.  Disney Springs® is accessible within walking distance of the hotel (average, 5-7 minute walk). Pathway is located outside pool area and leads to pedestrian bridge.
    • If you prefer to drive, parking in the Disney Springs® parking garage is complimentary.

How can I purchase Disney tickets?

For your convenience, tickets for Walt Disney World® Theme Parks may be purchased online by clicking here.  Tickets for Disney Theme Parks and attractions may also be purchased on-site through our Concierge desk.  In addition to your theme park tickets, guests also require a reservation to enter each park.  For the latest information please review the Disney “Know Before You Go” website. 

How can I contact the hotel directly?

We are here to assist in ensuring your stay at Hilton Orlando Buena Vista Palace is a memorable one. Our team is more than happy to assist by phone at 407-827-2727, or we can assist by email at:

What is the Disney Early Entry?

Stay at Hilton Orlando Buena Vista Palace and enjoy 30 minutes early entry to any of the 4 Disney Theme Parks every day! That means you’ll have even more time to experience all the magic Walt Disney World® has to offer. A park reservation and valid ticket or pass for the same Park on the same date and have your hotel confirmation # linked to your MyDisneyExperience app to enjoy this benefit.

What do I need to access Disney’s Early Entry?

Guests will need a park reservation and valid ticket or pass for the same park on the same date and valid Resort ID are required.

Are pets allowed?

Pets are prohibited. We are happy to recommend kennel services located near the hotel should you require assistance.  Our hotel is ADA compliant and service animals are welcome.

Is smoking allowed in the rooms? On the property?

Hilton Orlando Buena Vista Palace is a smoke-free environment. There is no smoking allowed in guest rooms or inside the hotel. Designated outdoor smoking areas are available.

Can I ship a package to/from the hotel? Are there fees?

With FedEx Office® parcel management service located right on site, you can count on reliable receiving, handling and tracking of your packages.  It is important to note that FedEx Office charges separate handling fees to: receive packages/parcels; to ship packages/parcels; and to deliver packages/parcels to your guest room.

There are also separate fees for daily package storage, should your packages/parcels arrive before you do.  Please call our FedEx Office at (407) 560-0762 for information on package handling and associated fees.

Do you provide pool towels?

Yes, all guests are provided fluffy towels by visiting the Towel Hut. Pool towels are for use on the pool deck only. Guests will be required to show their room key card to receive pool towels.

Are the pools heated?

The pools are heated to between 82 and 85 degrees.

Are there any pool restrictions I should be made aware of?

The pool operating hours are 7am to 11pm daily.  Pool capacity is limited and there is no outside food, drink or coolers allowed in the pool areas.  Please see all other rules posted on the pool area signage.

Do you have a fitness center? What are the hours? Applicable fees associated?

Our fitness center, located on the ground floor adjacent to our hotel courtyard, features a variety of weight training and cardiovascular machines including a Pelaton bike. Open daily 24 hours and requires your guest room key to enter.

What are your check-in/check-out times

Guests must be at least 18 years of age to register.
Children under 18 years of age stay free when registered with an adult in the same guest room.

What is your credit card deposit policy?

A credit card is required for all reservations.  A one night deposit will be charged to your credit card at the time the reservation is made.

  • American Express
  • Air Canada EnRoute
  • Banamex
  • Bancomer
  • Bankamericard
  • China Union Pay
  • Choice, Diner’s Club
  • Discover
  • Eurocard
  • Interbank
  • JAL
  • JCB
  • MasterCard
  • MasterCard (Canada)
  • MasterCard (Int’l)
  • Visa

How long does it take for a hold authorization on my debit or credit card to be released?

Holds on a debit or credit card are typically released anywhere from one to fourteen days after the transaction date, depending on your bank’s policy.  Holds on credit card and debit cards issued by a foreign bank may last as long as 30 days.  Please contact your financial institution on their policy.

What is your cancellation policy?

Cancellation policies may vary depending on the rate or dates of your reservation. Please refer to your reservation confirmation to verify your cancellation policy. If you need further assistance, call the hotel directly or contact customer service. Alternatively, you can cancel your reservation online.

What is the minimum age to register?

Minimum age is 18 years.

May I use a drone to take photos/videos while on property?

For the safety and privacy of our guests, use of drones on property for any reason is strictly prohibited.

What is the hotel’s policy regarding weapons?

Weapons are strictly prohibited on resort property.