We stayed at the Hilton for 4 nights. At check-in on Wed. we were told we had a nice, renovated room, which was true, but we were surprised to find our third floor balcony overlooking the parking lot. I guess someone has to stay there, but I'd have thought that with a 4-night stay we might have been given a better location. Also, we had booked our reservation directly through the hotel well in advance. The room was fine, bed and pillows very comfortable, bathroom and toiletries well appointed. We ate at the outdoor bar the first night. Food was quite good. I had the salmon nicoise salad and my husband had one of the fish dishes, maybe mahi mahi or grouper. We reserved a bed and breakfast package and we were quite satisfied with the buffet breakfast offered. We went to the beach the next day, rented 2 chaises and an umbrella for $30 for the day and returned to our room at 4:30 to shower and get ready for the evening. The room was not yet cleaned. We noticed a housekeeper filling the fridge in our room with soda and snacks. Being that we dared not even go near that thing since there were warning signs as if it were Three Mile Island, we were concerned that we'd be charged for someone else's indulgences. She told us not to worry, that it is all controlled by a sensor and the guests who dared to open the fridge would be automatically charged since a guest's credit card is on file for at least a week, which made me uncomfortable. When I spoke to the housekeeper in the hall about the late clean-up, she suggested we request a clean-up time at the front desk. I called right away and asked for a 2PM limit. On Sat. we returned after 3, but the room was still not cleaned. A housekeeper was just outside our room knocking on an unoccupied room for cleaning. I tried to tell her that we needed our room cleaned, but she spoke NO English at all. I was able to tell her our concern in Spanish, but it appeared she did not understand the hotel's cleaning schedule (I assume it was in English). I wanted regular coffee instead of decaf, so I had to go to her cart to show her the difference in color between the 2 packages. We had to go down to the lobby to wait 20 minutes for her to clean. Sitting around waiting in a wet bathing suit wasn't much fun. The night before check-out we requested a wake up call at 7:45 am. The woman at the desk (Ellen or Helen?) even asked if we'd like a second wake-up call 5 minutes later, in case we slept through the first. We said "Of course". No wake-up call ever came. Not the first and not the second. Good thing my husband is an early riser! Had he not been, we would have missed our flight back to NY! I wonder what Hilton would have done if this had happened. Point is, if you offer a service like requesting a clean-up time or a wake-up call, you have to be able to fulfill those requests. If not, don't offer them. I complained about the wake-up issue at the front desk, and the young woman there was dumbfounded. She said she didn't know why we weren't called, but she was sorry. Hmmmm. We paid $10 for parking each night, but I figured parking and umbrella rentals are par for the course at resort hotels. The Hilton is not an inexpensive hotel, but some of their service was a bit shoddy.
Of course an oceanfront room would be most desirable, but if you don't want to pay for that, req...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sorry to hear that your stay with us was less than satisfactory. Inconsistent service is never acceptable and Iam reviewing your comments with our staff so we can make the necessary changes to our current processes; ensuring housekeeping and service issues are always addressed promptly. We hope that you will give us another opportunity to show you our true hospitality, should you return to Singer Island. If there is any way I can be of additional service, certainly let me know.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.