We just completed another stay at the Hilton. This review is more about the staff. Please see my prior review for a full description of room and other amenities. This was a mix of business and pleasure. Prior to arriving, I spoke to Brian who was kind enough to make our 2 reservations transparent by not having to move rooms. He also upgraded us to a lovely King Deluxe Ocean room. Our first room 3516 and some issues. There was a very bad smell in the room every evening and woke us up a few times. It was a strong smell of cigarette smoke. Looking around outside, several guests were smoking on the balcony’s. My husband called the supervisor and left a message to complain about the smell and smoking. Almost 2 days went by with no return call. One late afternoon after returning from the pool, we heard a key card that sounded like it was our door. Next thing you know, someone was entering our room. The horror! Not only for us, but for the other guest. This really shouldn't have happened.
Taylor one of the managers, was very kind and followed up on the other guests smoking, and offered to move us to another room the next day. We moved to the corner room directly beside ours - 3518 and there was no odor or smell of smoke. We were very pleased at the professionalism Taylor displayed and efforts to make it right. Taylor also addressed the root cause of another guest given a key to our room and assured us the associate would be coached.
Other stand outs are Ester and Cassandra in the Executive Lounge. We very rarely used except to get a cup of coffee or juice in the morning, but every time saw them they were always so friendly. Cassandra also worked in MAC and would strike up a friendly conversation. Of course I could not forget Myles at the pool bar. I believe Myles has worked at the property for the last 30 plus years. A true pleasure to be in your company Myles. Your constant professionalism and dedication to your job are admirable qualities.
A couple of observations/changes:
-The Lounge/Evening Happy Hour - Notable changes and not in a good way - Confusion over Happy Hour specials, what's included, what's not. To piggy back on anther fellow TA's comment, I found the post it in my room with the red lips in poor taste. I would expect it from the Hard Rock, but not a Hilton. It can easily be taken other than intended.
-Pool Bar/Food - Happy Hour from 12-2pm - It would be nice if there was some kind of signage advertising it and perhaps what's included. The staff cannot be in 2 places at the same time. Myles/bartender would have to leave the bar to go pick up meal orders. Missed opportunities for revenue as I was not able to order drinks. Someone else should bring the food to the pool.
Executive Lounge - As I've commented before, not the most visually appealing and not a place to spend a lot of time. I wish management would consider moving back up to the top floor. Food offerings appeared to be better than most lounges I've been to.
Pool - Clean and comfortable, but is shaded for most of the day.
Hilton Diamond In-room Amenity - Greatly appreciate the fruit, and wine. They take care of their customers.
Summary - A great choice and will return. Are there issues? Sure, but it's all in the resolution. Hilton has great staff that take care of it and that's what will keep me coming back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.