Great property, just avoid all staff for a great vacation! (May 2013)
I wished I had read some of these lower-star reviews before going on our vacation. We chose this hotel for our annual family vacation (over the usual Disney Resorts) after my husband had a medical convention there last year. He did not use the pool or much of the amenities but thought it was a nice hotel. He thought the kids would have fun in the pool and Hilton Hotels have been okay for us in the past.
We usually don’t write reviews… if we are unhappy we just don’t ever go back. But now that I have kids I would really feel bad if another family were to experience this on their family vacation. Everyone wants to have fun… especially on a Disney family vacation.
I called a week and a half ahead of our check in date and asked for two sets of bed rails for the kids beds. When we checked in there was none in place; don’t say things will be in place if you can’t do it. It doesn’t make for a good hotel to have a huge laundry list of services if they can’t fulfill half of it. After I called the front desk, an hour later two guys came in to install one set of rails. I told them I needed two sets… They were at a lost and said that they didn’t think they could even find another set and then lingered around until my husband tipped them. I took the rails off by myself and put them into a corner of the room… one rail was ripped so a child could just fall through and they were two different railings so the other rail needed a matching pair in order to work securely.
That first night, we ate at the hotel and they got my order all wrong. I would not even be complaining about this if not for the fact that the waitress spent a long time asking me details of my meal. I just ordered the hamburger, no big deal I thought… then she proceeded to go through a long list with me… but they got the whole thing wrong… it was extremely wrong like I got fries instead of a salad, no mushrooms or bacon, etc. The waitress came to our table after the food was placed and asked if everything was okay… I said well this is not what I ordered but it took so long to get the food so I will just keep it, since I have two kids under the age of 4 who will not be able to wait any longer for you to correct it. After that she never came back to the table, (probably thinking she lost her tip from us) it was so long that I took the kids up to the room to get them ready for bed while my husband waited for the bill (and he did leave her a tip – I on the other hand, might not have).
The next morning we thought to try the breakfast buffet, again service was awful. I wanted to get milk for my one year old daughter. I too (like the other reviewer) noticed that there was no plain white milk, so I asked the gal behind the counter if they had any. She said she would fill a plastic cup and charge me the same as for the chocolate or strawberry milk. I said okay and proceeded to hand her my daughter’s open bottle. She then said to me that I can pour it from the plastic cup myself… I said okay. But then she proceeded to slowly dribble it into the small plastic cup a little bit at a time until it was about half full. She hands it to me and says that should be about the same amount as in the container. WHAT! If my daughter didn’t need the milk I would have just walked away (even though I already paid the $3.00+tax). YES, I would have said ‘you are insane’ and walked away. I poured it into the bottle (which has measurement markings) and it was 4 ounces!!!! You have got to be kidding me! I laughed at the thought of a large company: Hilton Hotels skimping on milk for a child even after I paid $3+ (which by the way could get you an entire gallon). In America?… Wow! I thought it was just that particular staffer that was clearly insane until I went to write this review and read that it has happened to another person as well…. So it is management!!! If it were not policy to hand someone a half cup of white milk and charge them $3-4.00, then this situation would have been taken care of already.
After these few experiences we decided to have our private driver pick us up earlier and had all meals/snacks off property. We avoided all staff and had a great vacation after that. So if you want a beautiful place to stay, a nice room and pool… but are willing to avoid meals and staff on property… book this hotel now.
These few experiences may seems small and insignificant until it happens to you, then it could ruin your vacation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you taking the time to share your feedback from your recent stay with us. We understand how important first impressions are and how they can set the tone for the rest of your stay. I'm so sorry to hear that our service levels were not up to par and can assure you we're using all of our guests' feedback to make improvements. Staying one step ahead of our guests and anticipating your needs are also very important in order for us to provide you with the best experience. We would like to contact you to personally to address your concerns and look forward to discussing your experience further. Once again, thank you for taking the time to share your feedback and please accept our sincere apologies once again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.