"I never leave bad reviews. However this had to be the absolute worst experience all around at a hotel I have ever had. I will absolutely never stay at this hotel again. The oceanfront view was beautiful. Unfortunately, that was the highlight of our stay.
I booked this trip to attend the Dave Matthews concert. Upon check-in, told the room would be guaranteed ready by 4:00 PM, which allowed enough time to get settled before the concert. Instead….waited over an hour past that time while receiving multiple assurances that the room would be ready “soon.” No one proactively communicated the delay, and the timelines given were repeatedly missed. Almost 2 hours after the guarantee check in the keys were available.
As professional who works in customer service, I understand that delays happen. What was disappointing was the lack of communication, accountability, and urgency throughout the process. Several staff members provided conflicting information, and one employee even blamed another employee’s inexperience rather than focusing on resolving the issue.
Once finally received the room, we discovered a clogged sink, a non-working light fixture, and damaged furniture. While the view was beautiful, the overall experience did not meet the expectations associated with the price paid or the Hilton brand.
If you are traveling during a busy season and have time-sensitive plans, I would strongly recommend preparing for potential check-in delays and managing. "
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