This place is in a sad state of disrepair and the management doesn't really seem too concerned. Everyone's excuse was "it's due to be remodeled", but that doesn't excuse the prices they charge for a hotel that is quite literally falling apart. On arrival to the room, we quickly noticed that there was a large area of carpeting in front of the sliding glass door that was thoroughly soaked. It had rained a lot lately so we chalked it up to the rain getting through the door jamb somehow. We also noticed a portable fan that was tucked next to the dresser, so the guess was that this was probably on ongoing issue with this room, and the staff used the fan to help dry the carpet. We told by front desk staff who seemed surprised. They apologized and told us they would take care of it. We were also given a $50 voucher to the restaurant, which at the time seemed a pretty good deal; until we went to the restaurant and had some of the poorest service that we have ever had at a Hilton Hotel. The bartender, whom we were told had been there like 20 years was extremely rude and very slow to serve even though there were more staff than patrons.
So, we return to the room, and attempts had been made to dry the carpet, however it was still pretty wet. My 2 year granddaughter was playing in the room and happened to pull back the draperies that were in the corner of the room, next to the sliding door. I heard her say "eww....yuck", i pulled back the drapes, and to my horror, I found that the entire corner section of the wall was peeling away from the metal frame. There were numerous exposed sharp screws as well as mold and mildew everywhere. I also noticed water leaking down from the roof, down the corner area, and right to the area of carpeting that was wet. So, it wasn't the door at all that was soaking the carpet - It was this very dangerous corner that cold have easily harmed my granddaughter if she were to have gotten caught on one of the exposed screws. At at time I also noticed that the wood dresser in the room was up on plastic coasters, I'm sure because this was on ongoing problem in the room and they did not want to ruin the furniture. Certainly there was no regard to guests who were renting the room.
We told the front desk,who again acted surprised, but weren't really interested in seeing the photos we had taken. There was not another room to relocate to, so we were offered another restraint voucher which we turned down as we had no desire to return there.
We spoke to the manager on checkout, who again really had no interest in looking at our photos. He did comp the least expensive night of our stay. But, what I was really after though was an apology that my granddaughter was put in harms way. And just more concern shown. I really expected that he drop what he was doing and go up there and look at it. But none of that happened.
I feel certain that staff and management knew about this problem but chose to cover it up and overlook rather than take the room out of service and lose out on $275 a night in revenue. Not at all what I expect from a Hilton Hotel. I even wrote Hilton, but surprise surprise, not a word back.
You can't beat the location, but there are plenty of other choices on the island. Do not expect because it has the Hilton name, that it lives up to the same standards. From what one of the staff told me, it was one of the few Hilton's that was a privately owned franchise.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We appreciate you sharing your experience during your recent stay and apologize for any inconveniences this caused. The safety and health of our guests is a top priority and we regret your family was in this situation. I reviewed your folio and we did refund $199.00 plus tax on the day of departure for your inconvenience. Our Facility is scheduled for renovations in the very near future, we hope you will visit us again once the renovations have been completed.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.