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Frequently Asked Questions…

I’ve left something at the hotel, do you have a lost & found department?

Yes, absolutely.  Please click the link below and fill out the information requested (you will be asked to enter the client ID# 32450). Once submitted, please allow up to 72 hours for a response.

Do you have a restaurant at the hotel?

No we do not have a restaurant however, there are plenty of restaurants along Palm Parkway within walking distance.  We do offer a complimentary light dinner on Wednesday nights during our manager’s reception.  Typical fare includes, hot dogs, burgers, tacos, etc.

How far are you from Disney Springs?

We are 2.2 miles driving distance to Disney Springs, which used to be known as Downtown Disney.

Do you offer a complimentary breakfast?

Yes, daily hot breakfast is included for all guests.

Is my credit card charged when I make the reservation?

Yes, your credit card will be charged either a deposit or the full amount of the stay depending on what rate you select to guarantee reservation.  Please check the terms and conditions of the reservation prior to confirming for the exact deposit which applies to your reservation.  Please note:  Reservations made with a declined or invalid credit card are subject to cancellation.

Can I make additional payments?

Yes, if you wish to make additional payments to your reservation please contact our reservations department email or call 866-756-3778 and we will be happy to assist you.

Can I change my reservation at any time?

Any changes to your reservation can be made providing they are made within the terms of the cancellation policies & terms, please note that changes to a reservation can however result in rate changes.  To change or modify your reservation please email or call 866-756-3778 and we will be happy to assist you.

What are the cancellation terms on my reservation?

Cancellation terms and conditions are explained during the reservation process.  Our hotel policy is 72 hours prior to arrival you may cancel without penalty unless you reserve a non-cancellable or non-refundable reservation such as Advanced Purchase or Pay in Advance & Save.  Additionally group block reservations have a 7 day cancellation policy.  Cancellations made within cancellation period will be charged a one night room & tax penalty.

I want to make sure that I am on a low floor or high floor?

We are more than willing to add any special requests to your reservation but please note that these are always subject to availability and cannot be guaranteed.  Please email or note them at the time of your reservation.

Do you offer airport shuttle service?

Yes, we can arrange airport shuttle service through Resort Transportation.  Prices start from $60 one way for up to 5 people from Orlando International Airport to Hawthorn Suites Lake Buena Vista.  To make a reservation for airport shuttle service please contact reservations at 866-756-3778 with all your flight information. We will then send you your transportation voucher; payment is required at time of booking this service.

How can I upgrade my room to a different room type?

If you decide to make a change to your reservation prior to the cancellation period such as a room upgrade, we would be more than happy to help you.  Email or call 866-756-3778 for availability and upgrade costs.

Can I have a package sent to the hotel prior to my arrival?

For a nominal fee of $5.00 per package* you may have packages delivered to the resort.  The name on the package must match that of the resort reservation.  Payments for packages can be pre-paid by emailing  In the event your package does not arrive prior to your departure date, packages may be forwarded with prior arrangements for an additional fee.  The hotel will not be held responsible for misdirected or lost packages.

*Please note:  For large or heavy packages or if the package needs the be held longer than 3 days before check-in there will be an additional charge.  Standard packages are 14’”x 14″ x 8’”and weigh 3.5lbs (or less).


Ship to:  Hawthorn Suites Lake Buena Vista
Attn:  Arriving Guest (Insert Name on Reservation & Arrival Date)
8303 Palm Parkway
Orlando, FL 32836

Can I bring my pet?

Unfortunately, while we love our furry friends we do not allow pets, however service animals with documentation are accepted.

Can I check-in early or check-out late?

We do not offer early check-in or late check-out in advance.  Please feel free to note your arrival time on your reservation but, we cannot guarantee early check-in will be available even if it is noted.  Once you arrive at the hotel you can request a late check-out with the front desk.  If available, there may be a nominal fee charged for late check-outs.

Do I have to pay for parking?

No, parking is free for registered guests of the hotel.  Parking passes are required.

Do you offer free shuttle to the parks?

Yes, we offer complimentary theme park shuttle service to Walt Disney World Resort on a first-come, first-served basis. We also offer round trip shuttle service to Universal Studios Orlando and SeaWorld Orlando for $10.00 per person. Please visit this page for shuttle details.  Reservations are required one day in advance.

Is the swimming pool heated and what are the pool hours?

During the winter months the pool is heated. The pool is open from dawn until dusk.

Do you offer complimentary Wi-fi?

Yes, we offer complimentary wi-fi in all guestrooms and public areas.

Do you have laundry service?

Yes, we offer coin operated washer and dryers on the second floor.  If you need dry cleaning services please check with the front desk.

Can I buy my theme park tickets at the hotel?

Absolutely!  We offer concierge services at the hotel where you can purchase all your theme park tickets, dinner shows and sight-seeing tours.  For your convenience you can also purchase all your tickets prior to arrival by contacting our reservations department at 866-756-3778.

Do you have accessible rooms?

Yes, we do offer handicapped accessible rooms, please email or call 866-756-3778 to reserve an accessible room.


This was our 2nd stay in this hotel. The first was in 2009. Both times the Hawthorn Suites has been immaculate, the suites are lovely, really big.

Laura, UK