This was the most difficult review I have written, because this place could and should be great, but really is run poorly, and that causes some inexcusable inconveniences.
We arrived on Sunday of Presidents week. Arrived at 5:30PM, and the rooms were "not ready." Mystic is a family destination, and we travelled far with two small children. Rooms not ready at 5:30PM? NOT ACCEPTABLE. So I ask for the manager, and front desk girl tells me "he is making beds so your room can be ready." OK, make the best of it I say, well where to wait?...the lobby and waiting cove are taken over by the cocktail hour of a wedding. So now, many tired families are sharing the same very small place with people in gowns and tuxedos drinking alcohol over the heads of our children who have no place to go. This is not smart, and NOT SAFE. For a while I kept my kids still so as not to disrupt anybody at the weddings time, but why should my family be put out because of poor hotel management? So, onward to the pool. We can try that. I get a pool key from front desk, and go to change...well girls bathroom at the pool is out of order....so walk back through the wedding to another restroom in the lobby. Get to the pool...HOLY COW..This place allows outsiders to throw pool parties. There are literally 60 or 70 people in the pool. No seats available, way TOO MANY PEOPLE in the pool to be safe or hygienic. I highly resent that the hotel that I am paying for allows outsiders to fill up the pool area. The pool is pretty, and the area warm and nice, but the pool itself is not big, and what good is that nice pool when you cant even enjoy it? Anyway, we go out to explore. Get a call 2 hours later (maybe 7Pm) that our room is finally ready...gee thanks. HORRIBLE check-in experience. We chose this hotel because stuff like this shouldnt happen at a Hilton.
Now some good...the hotel itself has a GREAT location. The rooms and hotel are clean. Staff seemed to try hard to do the best they could, although I feel management really hung the desk staff out to dry.
Next day we walk to aquarium in the snow. (Penguins loved it!) and had a great time. Come back to use the pool...no party Monday, so it was reasonable in the pool area. But, no towels. So the guy next to me calls twice to get towels over an hour. No towels. He leaves. I call twice over the next hour. The second call I was downright livid. It should not take 4 calls over 2 hours to get towels. i can tolerate 2 calls over a half hour, but 4 calls over 2 hours is RIDICULOUS for a hotel like this. It was about 8 degrees outside, and we didnt want our kids walking soaking wet through the lobby. I really laid into the guy at the front desk(again, this is a problem of management, nothing else.) I give up, and I walk my kids soaking wet back to the room. This front desk guy Tom shows up at my door very apologetic Tom is professional and friendly (he looks like the character Gabe from The Office.) He offers us free breafast for our troubles. I appreciate that, and I accept, although part of the fun of the area is eating at some of the cute cafes.
Arrive at breakfast. They charge $14 for adults, and $10 per kid if you have to pay. Breakfast staff was great. the food was not. In fact, for that outrageous price i found the food to be very similar to the "extended continental Breakfast" I had at a Homewood Suites two weeks before (see my review.) For $14 you get: mass produced scrambled eggs, potatoes, breakfast meat, and either pancakes(dry and hard) or waffles(also dry and hard.) There are some fresh fruits, some deli meats, some bagels and pastries(quality of continental breakfasts.) Assorted juices(nice,) yogurt and hot and cold cereal. Now, not a bad selection, but for $14 there should be more...like a fresh omelet station, maybe some fish(like lox,) or SOMETHING that is not mass produced and found at every continental breakfast in Mystic. Let me repeat, breakfast staff was excellent.
Back to the room...room was fine. Definitely clean, but not luxurious. Little things really could make it better...the rooms have space for 2 queens instead of doubles. Bedding was nice, but not top quality. Same for pillows. Same for the TV.
In summary, I really think that this is a nice place run very poorly. The price was not outrageous, but we chose this over the Hampton or HI Express for that little added Hilton luxury we wanted for this trip. IT WAS NOT WORTH IT! I must admit I didnt pay a fortune for the room. It would have cost slightly less to stay elsewhere. We made the best of it, as moving to another place with the kids during snow was just too inconvenient. The location can not be beat for doing family things in Mystic. I hope somebody reads this and makes changes to the way things are done there. As a Hilton Honors member who travels often I will be copying this review, and sending it to Hilton management, because I hope they fix this place back into what it should be. Until then I will stay elsewhere.
Hope this helps!
- Official Description (provided by the hotel):
- In the heart of Mystic, Connecticut, just one block from Interstate-95, Conveniently located for both corporate and leisure visitors alike. You’ll appreciate our convenient location as a coastal stopping point between New York City and Boston, MA, filled with historic charm of maritime New England. ... more less
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- Also Known As:
- Hilton Mystic Hotel Mystic
- Hilton Hotel Mystic
- Mystic Hilton Hotel