"I promise, I’m not a high maintenance person…ask my husband. This property was old, grungy, and not at all what I was expecting or hoping for based on pictures, reviews, etc. The staff that greeted us, straight up lied to our faces, was defense when called out on it, and we still didn’t get the right room.
We had done online check-in the night before. I was given the option to select the room I wanted and the room was guaranteed to a credit card. We selected the top floor to see over the thatch-roofed bar to see the ocean. When we arrived after 14+ hours of travel, and stops at several other hotels to drop folks off, we were exhausted. We checked in at the desk and our keycard said floor 2. When I inquired, she said she had to select my room by 5pm that same day because we weren’t there. The room I had selected (518) was no longer available (even though I have a pic of the confirmation). She said there was nothing she could do. My best guess, of course, is she gave our room away because we hadn’t physically checked in yet (by 5pm…really?). I was not happy, not at all. She claimed my “pre check-in” didn’t take in the system. If that’s the case, why can I show confirmation of the room I selected? I could’ve lived with the condition of the hotel even though it was def not the “Excellent” other guests said it was. The lying, I will not tolerate. Very disappointed in this Hilton Hotel. Do not recommend, not only for character of staff, but also condition of hotel. Thanks!"
