My experience started when I arrived and requested a corner room on the top floor. I was advised that the room was not ready yet and that I would have to wait. I stated that I was willing to wait. The front desk clerk verified my phone number and said I would be called when my room was ready. I waited several hours and when it was almost 4:00PM, I checked with front desk to see if my room was ready, I had read in reviews that they don't always remember to call you. I was told by a different front desk clerk, the one who checked me in wasn't present, that my room had been ready for a while. The front desk clerk apologized to me for the oversight of not calling me when my room was ready. I advised the front desk clerk of the room that I had been promised, and was told I had been assigned to a different room, and the one that I had originally requested and was told that I would get, was no longer available. The front desk clerk apologized that I was not assigned to the promised room, and upon looking further, could not find any available. After checking in, I went back to valet to get my ticket, that I was told to do after I checked in. I was told by the valet clerk in the office that they no longer had the ticket to give me and the manager had to give me a red tag. I then asked the front desk clerk where to get my luggage that had been stored for me, since my room wasn't ready yet. The front desk clerk advised for me to wait by the station for a bellhop. I saw one headed my way, and they looked right at me and saw me waiting, but then a Guest from valet stepped up and pulled them away to assist them at their car. I then asked the front desk clerk if I could just get my stuff and bring it up myself, because guests from outside at valet were grabbing all the bellhops. Another front desk clerks stated that I could grab one too. I told them that I was told to wait by the bellhop counter. I repeated that I just wanted to get my own stuff and not deal with the free for all situation going on. The front desk saw a bellhop and said grab them. I was able to get my bags to my room.
After arriving in my room, I called front desk to let them know I wanted a microwave in my room. The front desk clerk advised they would put my request in. Later, I called again to find out about the microwave, because it never came. The front desk clerk stated that they must be out then. When I made my reservation, I was never told it was subject to availability. I later called the restaurant, because there was nothing in the room for room service. Noone front the restaurant answered the phone. I called front desk to ask if they could bring a room service menu to me, and I was told to call the restaurant. I advised the front desk clerk, that noone there was answering the phone. The front desk clerk told me that I would have to come down then. So much for there being room service, I never bothered with it for my entire 5 night stay. I did get flyers under my door for a couple of pizza delivery places. I opened my balcony door to enjoy my oceanfront view and instead of an ocean breeze, I was bombarded with marijuana smoke. I closed my doors and called the front desk to report it. Several hours later it happened again, and I had to again shut my balcony doors. I alerted the front desk that they would send someone to check again. This happened for the first three nights of my hotel stay. The last two I had no issues, but my last day it was the worst ever and did not get to enjoy my balcony at all. When alerting hotel management while checking out, I was told that noone smelled smoke. I advised them that I talked with another manager a couple of days before and a security guard had come to my room on my second night, and they were able to smell marijuana that they said was coming from a room below mine, I was on the top floor, 16. The manager advised me that they smelled no smoke, and they are limited to what they can do with so many rooms. The manager said I could have changed rooms. I stated to the manager, that I had a lot of stuff, and that it should not have been me that had to be inconvenienced for other guests breaking the rules and smoking marijuana in their room. I also alerted them that we had an issue of a group of kids adolescent and teenage, about five or six of them, that were being troublemakers. I and some other guests were trying to go down to the lobby from the sixteenth floor. These kids were outside of the elevator pushing the button every time the elevator doors started to shut, making them open again. This happened multiple times, till another guest yelled and cursed at them. The kids ran away, but the door was jammed, and we had to use another elevator. The manager only said I'm sorry their parents weren't watching them. The management at this hotel refuses to be accountable for anything that is going on in the hotel. The management is completely unapologetic for the very negative experience that I had for my five night stay. The man management does absolutely nothing for people not following the rules of the hotel and just shrugs at people when they complain, saying we have 744 rooms, it's too much for us to be able to enforce our policies. This is the worst hotel experience in my life and will never stay at another Hilton again. It's a shame that such a beautiful resort has such ineffective management.
