When we arrived at the Bilmar; we were supposed to get a discount for a wedding. They forced us to upgrade, but assured us the price would stay the same, as they had run out of rooms for the wedding party. When we got to our room, we began unpacking and noticed my daughter eating a cracker. We looked at the carpet and saw it was covered in filth, including many pieces of crackers under the bed. The room had not been vacumed. We spoke with the front desk, they sent a cleaning lady up, who vacumed everything but under the bed, after telling her that was where the mess was, leaving all of the cracker pieces, which I had to clean myself after she left. We During the week I came to ask about the bill. I was told that I was not in the computer for the wedding party. The manager on duty, Chris Ringwald actually increased my room rate to his highest price and told me that if I was supposed to have that discount it would have been written down, because his staff doesn't make mistakes. Then insulted me, but discussing my reservation with another woman, and both saying that I never said that it was a wedding rate. We were supposed to pay 99 dollars a night; but he told me that I have to pay the weekend rate of 189, and 165 per day during the week. I explained the problems with the room's cleanliness and he told me it wasn't in his computer and I had to be lying. Then I explained that the wireless internet wasn't working, and was told it had to be my computer, which is rediculus. - Guess what I'm typing on.
All in all, our vacation wasn't bad, but this hotel is. There were rarely ever towels for the pools, the restaurant's food made me sick for an entire day and couldn't leave the room, the wireless internet didn't work, the room was filthy, the staff were horrible, not to mention gave away the bridal sweet, after being resereved for over a year by the bride and groom. Treasure Island is a beautiful place to vacation, but do yourself a favor and stay far away from The Bilmar.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for bringing your experience to my attention. I sincerely regret the condition of your carpet upon entering the room. That was certainly not up to the Bilmar Beach Resort standards and I sincerely apologize.
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I would like to clarify the matter of your room rate. Our records indicate you booked the reservation for the same day you arrived. Before that time the wedding block had been released for general sale according to the contract and it appears you confirmed a Gulf Front Efficiency for $169.00 which is an upgrade from the contracted wedding rate and the only room type available at such a late date. It also appears we honored your request for a discounted room rate; please review your receipt again. Our copy clearly indicates that Mr. Ringwald discounted all of your room charges to the group rate; considerably less than your confirmed rate. I apologize if the adjustment, per your request, was not made clear to you but if your check you final receipt you will see you paid $420.00 less than you confirmed at the time of your reservation and check in.
I regret you did not feel well during part of your stay. I hope you pointed out any concerns to our restaurant team during your stay so we could address any issues and assist you during that time. Pool towels are a challenge at the beach and I am happy to report we are implementing a new exchange program to ensure fresh towels are available by request for our overnight guests. Also we have been having trouble with our complimentary wireless internet signal. In fact Mr. Ringwald is the manager working with the provider to have repairs made to the system so we can provide a more consistent signal.
I will agree there was an error on the reservation for the wedding party and we were happy to provide them a complimentary room until the Penthouse was available the next day.
Please be assured we strive to exceed the expectation of our guests, especially when joining us for a special occasion. While we obviously did not meet your expectations we have used your valuable input to improve our service and amenities. Thank you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.