We were unfortunate to encounter Cyclone Evan during our 1 week stay in Fiji. The Cyclone hit during our 3rd day at the resort. We were warned to buy groceries and water to sustain our 24 hours of lockdown. However after the Cyclone hit, the following day they tried to get their services back up and running as fast as they could but their management staff were horrible at taking care of their guests. The night before the storm hit we were woken up to a banging on our front door at 4 am. Terrified and unsure we remained in bed hoping it was a mistake and the person would go away. No one ever said anything, no "security", "housekeeping", nothing. After a few minutes the person left and we tried to go back to bed only to realize the person was now at our back door banging for someone to open, still not saying a thing. This went on between back door and front door for 45 minutes. All of which I tried to get a hold of someone at reception, or the emergency number and not a single person answered the phone between the hours of 4-6am. This is absolutely unacceptable for a hotel, especially for a hilton. I was absolutely terrified and not sure if someone was trying to break in or hoping we'd open the door so they could rob us or what. The hilton is not gated and anyone can access the rooms from the beach or from the front lobby. And clearly there's no one at the front desk over night. Your mind thinks of all the things that could go wrong and we felt deserted with no one to contact for help. I did not sleep a wink that night and after 1 hour the guy left after my fiancé yelled from behind the door asking what he wanted.
When I finally went over to reception at 6 am to complain, the first manager I spoke to was incredible rude and had a grin on his face when I expressed my extreme panic and fear for the past 2 hours. I was passed on to 2 more managers who took down a full report and in the end we were told that there were also rooms full of hotel staff that stay on the resort to help clean that stay in rooms mixed in amongst the guest rooms. And that a worker must have come home drunk and he mistook the room for one of his own. Very sketchy and not reassuring at all.
Overall my main concern was why I could not reach a single person between the hours of 4-6 am, incase of emergency they owe a duty of care, regardless of what disaster is about to hit, to ensure their guests are taken cared of. Absolutely unacceptable in my books.
The hotel was a complete disaster, trees destroyed, pools unusable, and the main restaurant was being fixed up for dinner that night. The only option to eat was at the main restaurant and it was a very measly buffet of chicken, beef, vegetables, potato, and salad for a charge of $75fijian. This didn't even include a drink. We were appalled. I only had salad as the meat looked horrid and I understand that they were trying their best using back up generators and dealing with the aftermath of the storm but we attempted to walk over to the Westin where we had an amazing dinner at Moo Moo's the night before and their buffet was only for their hotel guests but it was Free Of Charge. Now that's how you take care of your guests. Hilton found this to be a money making opportunity and charged a ridiculous price for a horrid buffet display. Our first night in fiji, I ate at the same restaurant and had a wonderful coconut fish for around $30fijian and now Im paying more then double for salad. When I spoke to a manager the next day she said to me "I shouldn't have eaten it then", I couldn't believe it, where was I suppose to go? everything was shut down and I even offered to pay to eat at the other hotels but they were only accommodating their own guests free of charge! I was disgusted by their service.
Our room was not cleaned for the rest of the week, we had no tv, no internet, no running hot water and no running water at times. And, on top of all of that our toilet stopped flushing after the storm and it was the most disgusting smell in our room. Completely unsanitary conditions and the hotel staff were slower then slow getting things done.
When we could finally go home at the end of the 7 days of "camping" out in our room, we met a few couples in our pickup to the airport. One staying at the Westin who said they had complimentary buffet for the rest of the week to accommodate the guests. Another staying at the Raddisson saying they also had complimentary buffet and free drinks for the remainder of the week. The Hilton didn't provide anything other then complimentary internet but it was down and didn't work more then half the time.
Our engagement was absolutely ruined. This was a once in a lifetime experience Ill never forget. I travel very often for work and I have stayed in hundreds of hotels and I specifically chose the Hilton for a certain standard of service but I will never stay at another Hilton again.
I highly recommend staying at the WESTIN or the RADDISON or the SHERATON in Fiji. Anywhere EXCEPT THE HILTON.
- Official Description (provided by the hotel):
- Hilton Fiji Beach Resort and Spa is ideally located on 2.5 km of beach on Denarau Island. Discover a paradise of sun, sea and sand at this relaxing resort. Indulge in a massage by the sea or choose from an array of treatments at the award-winning Pevonia concept spa. Every guest room offers a private terrace or balcony, and our suites provide even more space and luxury. Every meal can be enjoyed with ocean views on the side when you dine at one of our restaurants. ... more less
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- Also Known As:
- Fiji Beach Resort And Spa Managed By Hilton
- Fiji Beach Resort & Spa Managed By Hilton Hotel Denarau Island
- Hilton Fiji Beach Resort & Spa Denarau Island
- Hilton Denarau Island
- Fiji Hilton
- Denarau Island Hilton