My husband and I are very frequent travellers and we've stayed in Hilton hotels all around the world. We chose to stay here because we'd been travelling around Mexico for the last 3 weeks and thought we'd go with a familiar brand and a level of comfort and service we've come to expect with hilton hotels. Boy were we shocked and disappointed when we arrived!
We'd paid for a king room on the club floor to ensure we could enjoy our stay and relax before moving onto our next destination. The lobby of the hotel is lovely and is definitely not indicative of the rest of the hotel. There's always a queue at the front desk, we figured out later because all other departments in the hotel revert guests there for their queries. The room we were given did not have a city view and the club Lounge looked like the cafeteria from a hospital. No lounges or comfortable chairs, just tables and chairs and a bay area for food. The "club lounge" is only open from 6.30 - 8.30 for breakfast and from 6pm - 8pm for canapés. We turned up at 6pm and there was tea & coffee, nuts and a few very sad looking cold canapés which did not look appetising. There was a bottle of white wine and a bottle of red wine and that's it. No beer, soft drinks and when the few cold canapés did go (and I'm taking about 10 pieces of canapés in total) nothing else was brought out. When we asked about hot canapés we were told they were only served in the executive Lounge which we did not have access to. Overall, to top off this terrible hotel was the worst Hilton lounge i've ever been to and definitely not worth the extra charge we paid for.
The rooms are very standard but the biggest disappointment was the bathroom which looked like a hospital bathroom. The bassinet was separate to the rest of the bathroom and situated right near the closet. The toilet and shower which made up the bathroom was so small that you couldn't get to the toilet without closing the door. Overall not representative of the Hilton quality ive come to expect.
Other people have commented on the cost of everything in the hotel. Internet is $15 per day and we wanted to make a local phone call and were told it would cost $3 USD per minute. The concierge is rude and grudgingly gave us a map but couldn't be bothered explaining where we were and how to get into town. And don't be fooled, it's about a 20 minute can ride into the old town.
Lastly, because we were so appalled with this hotel we decided to check out early and leave at 4am the next morning (actually we couldn't wait to leave). We organised a breakfast box for us to take away and when we did check out the front desk had no idea what a breakfast box was and it took a good 20 minutes for them to make something up for us.
Overall I would NOT recommend this hotel to anyone. It was so bad that I've lost my faith in the Hilton brand. The hotel is definitely misleading on their website as in reality it does not live up to expectations and I'm very surprised by the other reviews I've seen on trip advisor about how good this hotel is. For the price we paid $190 ( including tax) it's definitely not worth it.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 20, 2012
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Indeed it is with dismay that I have read your comments. We really do apologize that we did not give you the service you deserve. I would like to state that our Lounge on our 7th floor is opened from 6.30 A.M. until 11.00 A.M. for breakfast and in the afternoon from 6 P.M: until 8 P.M: There is a waiter and we have available
Coffee, Tea, Beer, Soft Drinks, Water, red & white Wine, Dry snacks, different Cookies, cold hors d’ oeuvre.
I would like you to know that one minute of phone cal is 10 cents US$ after 3 minutes it costs you 3 cents US$ per minute and not US$3.00 as you mentioned.
We also have taken note of the inappropriate attitude of the Concierge and are taking note of all the observations you have made for which we apologize.
Thank you for having taken the time to write these comments because it is only through the very valuable comments of our guests that we can improve things. We are looking forward to be of service to you in the near future, I remain
Peter M. Leder
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.