After collecting Hilton Honors points for 6 years I booked my husband and at this hotel where we used all our points. I must say I was really disappointed with the service and the facility. The location of the hotel is stunning, but I do not recommend staying here. As a Hilton credit card member and a rewards member I expected so much more. I plan on not using my Hilton credit card going forward and I will no longer stay at Hilton properties. The hotel service was horrible; the facilities were old, broken, and smelly. As a Hilton member I had higher expectations.
When we arrived we had paid extra (beyond our points) for an ocean view room. When we arrived at our room the balcony overlooked the hotel entrance with a partial view of the ocean. The noise and smell of gas from the buses made it so we couldn't even enjoy the outdoor balcony. When I called to have the room switched- they told me that I would have to move to their older building and that the room would not be renovated. So we stayed.
Then when we went to get a bottle of water from the vending machine it would not take our dollar bills. My husband went to a different floor and the water was sold out. We went down to the front desk and asked where we could get a bottle of water. The response was " you can go floor - to -floor and try the vending machines." SERIOUSLY you can't go the extra mile and get us a bottle of water- or offer to have it delivered to our rooms?
When we finally settled in we decided to go check out the hot tubs. Hot tubs? More like cold ice buckets. There are three “Hot tubs” on the property and none of them worked for the 5 days we were there. We attempted several times to mention it to the hotel and were told “they are working on it” and that they are “warm whirlpools”. Really?
We abandoned the hot tub experience and decided to go and set up an excursion. When we got there we were told to come back because they weren’t sure they had enough numbers to book the excursion to the bio bay. We went back an hour later and was given a number to call so we could set it up ourselves. REALLY? ARE YOU SERIOUS? I have NEVER in all my travels been told when at a resort to call a number and set up an excursion myself.
Scratch that experience… moving on to a relaxing couples massage, or so I thought. My husband and I went to the Spa to book a couples Massage on the day we arrived (a Friday). We arranged for a 12pm COUPLES massage for the two of us on that upcoming Sunday. Fast forward to Sunday- we arrive early to check in for our COUPLES massage and we are told “Oh we are sorry we don’t have you in for an appointment. Are you sure you came in and made an appointment.” SERIOUSLY? They quickly expressed they messed up and would arrange for us to get our COUPLES massage on Monday morning. We were not happy, but agreed to move the appointment to Monday. Fast forward to Monday… we arrive and are on the books. They take my husband to the locker room and me to my locker room. When I am done getting changed, they bring me to a room with a single table – I ask… “where is my husband? This is a couples massage?” She says “Oh sorry I will find him and we will move rooms” . A few minutes later she brings me to the couples massage room. I get in the bed and wait… and wait… and wait. The woman walks in and says… “I’m so sorry honey.. they started your husbands massage in another room. Do you want us to interrupt him and bring him in here.” AGAIN ARE YOU SERIOUS… needless to say.. I said “no don’t bother”. I was pissed and not relaxed. If it wasn’t for my husband and the beauty outside the walls of this hotel it would have been a horrible trip. I feel like Hilton owes me my six years of points-especially as a credit card holder. Don’t bother staying here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.