My husband and I just returned from a 3 night, 4 day weekend away at the Caribe Hilton. We have been coming here since 2007, so we wanted to go back to a place where we felt comfortable, especially since it was for a short time. We are both very laid back vacationers and don't like to complain about anything, but sometimes you have to say something. here are a few things we noted on this trip.
Grounds / Pool: Last stay before this was back in 2009, we noticed a little difference from the food, drinks, and maintenance of the grounds etc, but put it off as just a minor issue or maybe they were not staffed adequately? anyway, still had a good time, and gave them an outstanding review! This time around we definitely noticed a deterioration. The pool was dirty, cups floating inside and on bottom of the pool ground, gum, and other things like needing a treatment of some sort.
This is a family oriented hotel, so we expected to see children, (which is always nice) however, the pools were filled with young teenagers, college kids and small children, so much so that they occupied the whole jacuzzi at one point. I don't know what was going on there this weekend, but it was chaotic and felt more like a budget hotel*, not the 4 star they claim. (*when your paying 4 star prices)
Room: We originally booked a garden view room thru our travel agent. wasn't really concerned with the view, but more so a decent room. When we arrived, it was way before check in (maybe around 11am) the concierge graciously gave us a different room, i guess to avoid us having to wait for the garden view that wasn't ready till 4pm, which we would have waited for... she "upgrades" us to a partial ocean view. We get to our room, and noticed it was terribly dated (some bldgs and rooms are pending renovations), and our "ocean View" was of the roof of another bldg. We had to return to the front desk and ask for another room, preferably the one we originally had booked if necessary, as long as it was not one of the older rooms. We get the garden view and it was much nicer and definitely had some upgrading done. I don't get why they would have put someone there if you had a better room booked to begin with, or have stayed here before, but my observation in talking to other people we met there that have never stayed at the Hilton, is they probably give the good rooms to first time clients to get them to come back? that is what it appears to me. so i was a bit annoyed.. The garden-view room however was dirty, had food stuck on the desk from previous guest, and hairs on the floor. but again, we still had a great time. just disappointed on how the Caribe Hilton fell off from their original standards.
will we return? not sure, alot of hotels in PR to visit. I will not take away the nice people you do meet there that have worked at the hotel for years, so when you come back they welcome you like family, but it is business and vacations are limited for some, so i would prefer to go back to a place that is consistent, no surprises :) hope this was helpful.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your valuable comments about your recent stay at our hotel. Let me apologize for this unfortunate inconveniences that you experienced with us, this is not the kind of service Caribe Hilton is know for. The lack of clealiness that you experience is unacceptable, also I want you know that this year we will renovate our Main Building for all the enjoyement of our guest. We will use your comments for re-training purposes. Again let me thank you for your comments.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.