The customer service is absolutely horrible! After finding out my fight was e played in Denver and missing my connection in Houston, I called to cancel my reservation. The front desk lady was so incredibly rude, I actually had to tell her to "lose her attitude" then she still wanted to argue with me. She said she couldn't do anything about the cancellation or charge. I spoke to the manager of the property this morning and she refused to refund me the 138.40 they charged me for my room. She said I had to cancel five days prior. If the attitudes of customer service team is any reflection on the property, I can imagine how horrible the conditions of the rooms are. Clearly they don't care about customer service or upkeep of this property.By the way, if I knew 5 days prior it was going to take me 3 days to fly to Florida I would have just drove! …
Super easy reservations on the app. Very clear in app what is available and what the difference prices were for (AAA/military/bonus points). Amazing feature is picking my own room. I am local and wanted a sunset view and was able to get the exact room I wanted. Checkin in was a cinch- they already had my key cards waiting, as I did the online check in(on app). The fresh red velvet cookies were amazing and I could have binged all of them. Was even able to fix myself a good cup of tea with the cookie. The room was clean and cool. AC had the in wall thermostat but older under window unit. It was amazingly cold (66 all night), which was awesome as our AC is out at our house. I need COLD to sleep. The settings let you run the fan low/auto/high. On high I did notice it cycling off, so if you’re a person that relies on that to sleep be aware. I normally wake up bc of that, but I didn’t last night. Check out was a breeze on the app, and they had water set out for us along with a decent breakfast. Definitely Has all you need. Only issue is getting in and out! Nothing the hotel can do about that, but it is hard to leave and want to turn left because it is basically the start If the 3 mile bridge. Great quick stay for a local.…
I was delighted with my stay. When we arrived, Mrs. Samantha welcomed us to the Hilton hotel—her attitude, expression, and willingness to help us. When we walked into the room, it was clean, and the layout of the room was beautiful. Breakfast was terrific area was clean, and there was a gentleman that was cleaning, making sure that the place looked perfect. Defiantly will be going back.
Staff (sans the Management) is magnificent. But sadly, hotel is in horrible condition... Reserved "nicest room in the hotel" got a King suite with duct tape on the carpet to cover a rip, missing an ENTIRE closet door, frayed couch, leaking roof, mold and milden in tub and shower, inoperative thermostat. Welcomed to hotel with a over flowing trash can...Contacted management and GM and was ignored, read emails and refused contact back. Staff was amazing, but the hotel is in desperate need of a remodel. You can stay ON Pensacola Beach in a brand new hotel for same price. I'm a Hilton Honors Gold member, and was treated horribly by the system.
This is the second year we have stayed at this location to getaway for the holidays. The only complaint I have is with the Air conditioner/Heat in the room. Every time the heat would turn off the A/C would turn right on and make the room cold again for some reason. But other than that it was a wonderful and relaxing time.
We wanted a hotel near downtown Pensacola and noticed this one so booked it and so glad we did. Good rate, room was a suite...very clean, very quiet and very comfy (bed). It was 10 minutes to downtown Pensacola and less to McGuire's, Rodizio's, Fin & Forks and more. This hotel and location checked all of our boxes and we definitely return.
It's difficult finding hotels that will take 3 dogs so when I called before making the reservation and was told they would make an exception since we would only be there 8-12 hours max and my 3 mini dachshunds don't even weigh 50lbs together I was thrilled. They would have to charge me more but i was fine with that. We were making a last minute trip from Houston to ft myers florida to help my in-laws who had literally lost everything from their Sanibel home during hurricane Ian; Pensacola was a halfway point. When we arrived however, at 10pm, I was told no, they have a strict 2 dog policy. I explained that I had called the day before (even showed her my phone call log) but she said it showed on the reservation note that only 2 dogs were allowed. I told her everything I had explained to the reservation clerk the day before, she called/ texted a couple people and we got the ok to stay. We left at 8:30am the next day. The day before our return my husband called to make the reservation and was told the same thing: they have a 2 dog policy. After explaining the situation and saying we had just stayed there a few days before she said they'd make an exception. When we arrived however, this time at 9:30pm, the same desk clerk as before greeted my husband with the same response: only 2 dogs. But this time she went on to scold him like he was a 3rd grader that had been caught stealing food from other kids' lunches. "I told your wife the other day that we only allow 2 dogs at a time" and then she added that if we "try to do this again" we'd be placed on a "banned" list and wouldn't be allowed to stay at Hilton again. What?...Like we were some rowdy rock band that had a loud party, trashed the room and tossed the TV out the window into the pool. Of note: we are not novices at staying in hotels with our 3 dogs. When we moved from CA to TX this spring we took 4 days to drive out and stayed in 3 different hotels. I found each one on bringfido.com and they all said they accepted "2+" pets so I called them before making the reservations and each one said they'd make an exception and none of them have us grief when we arrived; not all of the hotels I called said they would accept 3 dogs, so when Hampton Inn & Suites said they too would make an exception I had no reason to doubt them. They needn't put us on a "banned list" because I'll never stay at another Hilton again.…
Very clean and quiet hotel. Located near the beach. Great professional staff members. The assistant manager Toyesa Lett was very genuine and professional. She is a true leader for her position with great knowledge of the area. I see why she is a customer service manager. I will be back.
We were only here for one night! Came in that evening and went straight to bed - upon waking and getting ready to take a shower, there was blood stains on the shower curtain, the under side of the comforter, thankfully there was a sheet in between us and the comforter and a small blood stain on the curtain by the window. We will not be staying at this hotel ever again! The front desk was nice and apologetic, we were given 3000 Hilton points, I think a discount for the room would have been more appropriate! At $190 per night, you would expect the room to be clean. The Head Housekeeper was very apologetic and I sent her the pictures that I had taken of the items - I rarely stay at a Hilton/Hampton Inn and probably will not do so in the future! We were traveling with friends that chose this hotel - …
My wife and I arrived after a long day of driving.Very Friendly from the beginning. Paperwork was ready when I got there which made checking in seamless. Room was big and comfy with a great walk in shower!
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