After having stayed at the sister/connected Marriott several times with no issues and a great experience, we decided to try the Hilton as it was classified as a Curio, which usually means a slightly more posh hotel. This hotel is NOT that experience.
From check in to check out, this property provided nothing but disappointment. When we arrived at our room-264- it was dirty-lipstick on the comforter and some kind of black soot all over the floor and sofa. We were moved to 306, which we were told was all that was available for the rate level we booked. This room was considerably smaller. Speaking of the rate we booked, it was an upgraded King Wellness package. The room was to have included in suite stocked mini bar, robes, slippers, products from the spa to include face masks, a sound machine, oil diffuser, and a double bath vanity. Our room had robes, a sound machine, diffuser, and nothing else. We contacted the desk and they informed us that they had removed the minibars and were no longer carrying the products (even though they were being sold at the desk and they were also on the housekeeping carts?). The bathroom was smaller than any I’ve ever had at any hotel-something you’d expect in a low end property. The single ply toilet paper is worse than a gas station. The bathroom toilet continuously ran and we had to go to the desk 3 times before it was fixed. The bathroom door would not latch properly and slid open every other time you shut it. Housekeeping may or may not show up depending on the day. If they do, it’s likely a pounding on your door at about 8 am-which happened twice. Several days we were gone all day and returned to no room service at all. The coffee in our room was never refilled. The hotel bar and restaurant were supposed to be open from 10-10 daily. The first day, they were. The following 5 days they were closed all day and opened around 4-5pm. The restaurant kept running out of things-including eggs for breakfast and on the last night we were there, they were down to 3 dinner selections and out of salad. Lots of tap beers out as well.
The resort charges a 35$ fee for Wifi, and the use of chairs, umbrellas, coolers, bikes, etc. Any time we went to the desk to get any of those amenities, they were out. Cooler? Nope. Chairs? Nope. You finally just give up. The front desk is basically abandoned. They don’t answer the phone or the chat My husband accidentally left his Ray Bans in the first room we were in and when we tried to contact/call/chat the desk, it took a couple hours. They did have his glasses but when we went to pick them up, no one knew where they were and we had to show them the chat to “prove” we were contacted about the glasses. The night manager, Otis, said he would personally handle it, took my husband’s cell number, and said he would call him when he found them. He didn’t. We went back the next day and a young staff member pulled them out of one of the drawers Otis had looked in already when we were standing there…and Otis never called. The majority of the staff is extremely rude and inattentive-again, not what you would expect from a Curio Hilton. They seem very short staffed and unhappy. Overall, the hotel is not well kept-stained carpet that hasn’t been vacuumed since we’ve been here, and with the large dogs allowed everywhere in the hotel, I’d hope that would be a priority (I guess the limit is 50 pounds in the website, but we’ve seen several Goldens and larger). No balcony rooms. No microwaves in the rooms. Public bathrooms not maintained, the door to the one by the spa pool won’t even close properly or lock and opens directly to the main pool area. Welcome and daily cocktails were advertised and even on signage at the hotel but never happened. Overall, such a disappointing stay and it really felt like a bait and switch. They get you here based on promises of a luxury experience and it’s a joke when you get here. We did share all our concerns with the desk, but there was never a “manager available to address it”. On the last day, one of the front desk staff did drop our rate to the basic king rate, which was great but that’s the room we were in so not really that much consolation. If you have to be here-stay next door at the Marriott-it’s clean, the staff is friendly, you have a minibar and microwave, and the don’t forget the welcome drink. Hilton-shame on you. And to the reviewer that said “noses up, pinkys up, stilettos on? LOL. I’ll have what she’s having. It is unfortunate because it’s a beautiful property-just poorly managed and maintained
