Submitted on 06-06-2016
We stayed in room 708 in early June, and were disappointed considering the price point. We‚??ve been Hilton Honors members for over 15 years, and even though our current level is Blue (we lost Silver by one night last year), we‚??ve been loyal to the brand, and stay in Hilton properties all over the country several times a year, including Boston Back Bay and NYC Times Square, both of which are at this hotel‚??s price point, but infinitely better in terms of the condition of the rooms and qualit...
We stayed in room 708 in early June, and were disappointed considering the price point. We‚??ve been Hilton Honors members for over 15 years, and even though our current level is Blue (we lost Silver by one night last year), we‚??ve been loyal to the brand, and stay in Hilton properties all over the country several times a year, including Boston Back Bay and NYC Times Square, both of which are at this hotel‚??s price point, but infinitely better in terms of the condition of the rooms and quality of service. While the hotel itself is acceptable, this stay was very disappointing due to the poor service.
1) Excellent location. We had a rental car, but didn‚??t need it. The hotel is well located for shuttle use or walking.
2) Very clean common areas. The pool, pool area, lobby, elevators, hallways, etc. were constantly being maintained and were very clean. This is a tall order for a beach property.
3) Food and drink were excellent. We were pleased with the quality of food and drinks on the property. That said, we only had experience with breakfast and the food and drinks by the pool bar. We did not eat at the hotel restaurant in the evening.
4) Nice view and quiet room even though it overlooked the pool.
5) Good air conditioning and humidity control ‚?? not always easy to achieve at a beach hotel.
1) Furniture in the room needs refurbishing. It was scratched and worn, and the top drawer of the dresser was broken and would not close all the way.
2) Nowhere to hang wet swim suits. This is a beach hotel. Guests will have WET clothing. There is barely room to hang towels, much less wet swim suits. A retractable line across the bath tub would be very convenient and easy to provide.
3) Dirty carpet. It doesn‚??t look dirty, but after a shower (I had clean feet), I walked around in the room barefoot and my feet were black on the bottom. Nasty. After that, we all wore shoes in the room.
4) Not enough pool chairs. We‚??re early risers so we always had loungers and an umbrella, but when the hotel is full, the existing pool chairs cannot even accommodate ¬ľ of the guests. There were many people complaining that they had nowhere to sit at the pool. Had I been one of those, I‚??d have been very upset since this is essentially a vacation destination for people looking for a beach/pool experience.
5) The hotel has nowhere for adults to go at night that feels like an adult setting. The bar/restaurant is located in the lobby in a very open layout. While you can have drinks or dinner, it is so open to the lobby that you are always subject to hearing lobby noise, children, and the general hustle and bustle of a busy beach hotel. H2O felt like the common dining area of a Disney property. It would have been nice to have a place to go for a quiet drink in the evening after dinner. We saw two people trying to do that, when a beach ball kicked by a child in the lobby landed right in the middle of their table as the mother looked on. I don‚??t blame the Hilton for her poor parenting skills, but that‚??s the atmosphere of the ‚??bar.‚??
6) HOUSEKEEPING, HOUSEKEEPING, HOUSEKEEPING!!!! I do not even know WHERE to start, so in chronological order:
Day 1: Arrival at 9:00 pm, checked in with no issues. We were a party of three (me, my husband and our adult daughter) in a queen room with two beds. There were 3 towels in the room. When a room can hold up to 4 guests, shouldn‚??t there be at LEAST 4 towels? There were 2 caffeinated coffees and 2 decafs for the coffee machine, no stirrers for the coffee, and only 4 creamers. There were 2 drinking glasses. We managed, and the next day I spoke to housekeeping.
Day 2: Left room early and was gone until 1:30. Room had been cleaned, but there were NO TOWELS, AT ALL. Not even hand towels ‚?? only 4 wash cloths. Ice bucket had not been emptied, glasses had NOT been replaced, and only two paper coffee cups and one cup sleeve were provided although they left 4 lids. I saw the housekeeping cart down the hall and went to ask for towels and the other items for the room. I told the lady that there were 3 of us in the room. I asked if they would leave more caffeinated coffee and creamer, 5 towels, and 3 drinking glasses for the rest of our stay. She gave me everything I needed, but she had NO TOWELS. She said the hotel had RUN OUT OF TOWELS and that she would get some to us as soon as they were ready. HOW DOES THIS HAPPEN??? This is a hotel that is frequently sold out. Certainly, they should be prepared to handle a full house without running out of towels. I went back to the pool/beach after asking her to please deliver the towels ASAP as we had early dinner plans. We came back up to the room at 4:00pm to NO TOWELS! We called the front desk and explained the situation and our frustration. They assured us they would send towels right up, so my daughter got in the shower. 4:15 ‚?? STILL NO TOWELS, and my daughter had to dry off with a wash cloth as her long hair dripped down her back. We called again ‚?? angry. The towels finally arrived at 4:25, but there were only three. Really??? At $400.00/night, you ration towels? At that point, my husband went downstairs and spoke to the manager on duty.
Day 3: Only 2 caffeinated coffees; shortage on towels (2); ice bucket not emptied ‚?? no fresh liner provided; only 2 water glasses; body lotion not replenished; only 2 paper coffee cups, which necessitated using one of the drinking glasses for coffee; not enough creamer; no stirrers.
Day 4: Only 2 caffeinated coffees; finally, they left adequate towels for the room; NO new/clean water glasses ‚?? the one with the coffee in it was still there; no lotion replenishment; ice bucket not emptied; one toilet paper roll empty, the other only half full.
Day 5: Checked out.
Before food, drink and incidentals, our cost was over $1,600 for 4 nights after tax. At that price point, I expect a lot more than having to beg for adequate towels, coffee, glasses, and basic housekeeping functions each day. We used the SAME ice bucket liner for 4 days after water from the melted ice had sat in it for over 24 hours. I‚??m not even sure that‚??s sanitary.
This is our first experience with such deplorable housekeeping and service in over 15 years with Hilton. Housekeeping certainly did not care about our requests despite repeated attempts to make our needs known. The manager on duty did not seem to care either as he made NO attempt to make things right and looked bored and disinterested when my husband went to speak to him about the issues we were having, although he did bring up two extra towels as we were leaving for dinner. So much for the Hilton satisfaction guarantee‚?¶ My husband also asked to speak to the general manager and was told that she was not on the property, nor would she be there the next day, but that he would have her call us. We never heard from the general manager.
On our last night, we were going to dinner and saw the manager on duty in the parking lot. He remembered my husband and inquired how things were going. We had neither the time nor the desire to fight the battle on the last night just as we were headed out to have a pleasant dinner. If he were concerned, he should have called and left a message expressing his concern THE DAY AFTER THE PROBLEM WAS BROUGHT TO HIS ATTENTION, rather than asking as an afterthought when randomly seeing us in the parking lot as we were clearly trying to go somewhere.
All and all, the constant inefficiency and problems made for a stressful stay. Having to repeatedly handle mundane, day-to-day issues that should be non-issues in a full service hotel, put a real damper on our vacation. No one wants to have to chase the housekeeping cart around every day just to get the proper amount of lotion, coffee, cups, and towels, along with clean drinking glasses and a clean ice bucket in their $400/night room.
If this is the best service they can provide and the best response on the part of management, perhaps corporate should re-evaluate whether or not they want the Hilton brand associated with this hotel. The Hilton Pensacola Beach did NOT COME CLOSE to providing a typical Hilton-quality experience.
I can only recommend this hotel if you get an exceptionally good rate, AND you are there during the low season when they are not fully booked.