I'm a Hilton honors member, so I do choose Hilton properties. But this was a big let down to say the least.
Room key card didn't work. Front desk is like a mile away from the actual rooms, so obviously it's a long walk to get that fixed. The TV wasn't working, but the phone wouldn't even ring the desk or room service or maintenance. We found a lady from room cleaning in the corridor eventually, but she wouldn't speak a word of English. They were asking if we wanted room service. To which we said 1 hour later please (in whatever Spanish and sign language we could muster). She shows up 10 mins later at our door knocking for room service. I wonder what she understood about our request on coming back 1 hour later. For a 2 night stay for 2 bedrooms and 4 people, they had 1 toilet paper roll each. We asked for a TP roll, coffee and condiments refill, which never showed up because the room cleaning person probably didn't understand that either. We had asked to time the cleaning service specifically because we had a pet in our room and we didn't want to keep taking him out for hours hoping the cleaners come and do their job. We had to email our booking website customer care to get even the basic stuff done. The market place you run closes at weird hours so we couldn't get some basics we wanted. There was no proper signage on where to get water refills so we kept buying expensive water bottles.
For all the extra resort fee and services we saw on the invoice, this seemed very poorly
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酒店回复: We regret the challenges you faced with service, communication, and amenities. Your detailed feedback is valuable and will be addressed with our team. We hope that you will consider staying with us again for a much-improved experience.
1.0分
家庭亲子
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If your going to list rates for properties and they have an incidental charge it best be included, or precisely detail what to expect.
My assumption was this incidental charge would be refunded and to this day it has not.
I would be happy to review again if issues resolved.
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酒店回复: We regret the inconvenience with the incidental charge and lack of clarity. Your feedback is important and will be shared with our team. The charge will be returned as soon as it is processed by your bank. We look forward to welcoming you back for a better stay.
5.0分
其他
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Quick family stay
This is our annual stay at doubletree and you just can’t beat the location and the comfort. We’re hoping to get in another trip at the end of September.
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酒店回复: Thank you for making us your annual getaway spot! We are delighted you enjoy the comfort and location and look forward to welcoming you back for another stay in September.
5.0分
其他
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Overall the stay was really good but the beds couldve been a little more comfortable but they werent bad. I love the lounge and hospitality the deck on side of the lounge was great to sit and enjoy drinks and watch the waves
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酒店回复: We are glad you enjoyed our lounge, deck, and ocean views! Your feedback on the beds is appreciated, and we will share it with our team. We look forward to welcoming you back for another relaxing stay.
4.0分
其他
It was clean, but housekeeping didn’t come everyday, facilities need maintenance, food prices outrageous for the quality of it.
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酒店回复: Thank you for your feedback. We are glad you found the hotel clean and will share your concerns on housekeeping frequency, maintenance needs, and food value with our team. We hope to welcome you again for an improved experience.
5.0分
其他
This was our first time here, and we will be back again and again! Absolutely beautiful view, clean grounds, and very friendly staff.
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酒店回复: Thank you for your high recommendation. We are glad you had an excellent stay and are happy. to hear that you will be back again. We are happy that you enjoyed our clean property, beautiful views, and friendly team. We look forward to your next stay with us!
5.0分
情侣出游
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Absolutely loved everything about the property! Beautiful grounds, clean rooms with beautiful views, the staff was absolutely AMAZING!! Will be coming back very soon! Thank you for a wonderful stay and memories
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酒店回复: It’s a pleasure to know you enjoyed our grounds, views, and the warm service from our team. We’re so glad your visit created such wonderful memories, and we look forward to welcoming you back soon!
5.0分
家庭亲子
Everything was very nice
The only complaint would be the plastic armbands maybe change those to a cloth type
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酒店回复: Thank you for your high recommendation and feedback. We are glad you enjoyed your stay. Your suggestion for cloth armbands is noted and appreciated. We hope to welcome you back again soon!
2.0分
其他
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This is not a Hilton experience. this hotel at Max should be a 2 1/2 star hotel. There is no sink inside the bathroom. We had crickets in the bathroom. The lazy river was the only saving Grace.
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酒店回复: Thank you for your review. While we are glad you enjoyed our lazy river, we are saddened to hear that other aspects of your stay fell short of your expectations. We are truly sorry for your experience. We hope to welcome you back for a better stay in the future.
我们选的海景房，窗外景色很好，就是周边太大了，我们找大堂找了好半天
I'm a Hilton honors member, so I do choose Hilton properties. But this was a big let down to say the least.
Room key card didn't work. Front desk is like a mile away from the actual rooms, so obviously it's a long walk to get that fixed. The TV wasn't working, but the phone wouldn't even ring the desk or room service or maintenance. We found a lady from room cleaning in the corridor eventually, but she wouldn't speak a word of English. They were asking if we wanted room service. To which we said 1 hour later please (in whatever Spanish and sign language we could muster). She shows up 10 mins later at our door knocking for room service. I wonder what she understood about our request on coming back 1 hour later. For a 2 night stay for 2 bedrooms and 4 people, they had 1 toilet paper roll each. We asked for a TP roll, coffee and condiments refill, which never showed up because the room cleaning person probably didn't understand that either. We had asked to time the cleaning service specifically because we had a pet in our room and we didn't want to keep taking him out for hours hoping the cleaners come and do their job. We had to email our booking website customer care to get even the basic stuff done. The market place you run closes at weird hours so we couldn't get some basics we wanted. There was no proper signage on where to get water refills so we kept buying expensive water bottles.
For all the extra resort fee and services we saw on the invoice, this seemed very poorly
If your going to list rates for properties and they have an incidental charge it best be included, or precisely detail what to expect.
My assumption was this incidental charge would be refunded and to this day it has not.
I would be happy to review again if issues resolved.
Quick family stay
This is our annual stay at doubletree and you just can’t beat the location and the comfort. We’re hoping to get in another trip at the end of September.
Overall the stay was really good but the beds couldve been a little more comfortable but they werent bad. I love the lounge and hospitality the deck on side of the lounge was great to sit and enjoy drinks and watch the waves
It was clean, but housekeeping didn’t come everyday, facilities need maintenance, food prices outrageous for the quality of it.
This was our first time here, and we will be back again and again! Absolutely beautiful view, clean grounds, and very friendly staff.
Absolutely loved everything about the property! Beautiful grounds, clean rooms with beautiful views, the staff was absolutely AMAZING!! Will be coming back very soon! Thank you for a wonderful stay and memories
Everything was very nice
The only complaint would be the plastic armbands maybe change those to a cloth type
This is not a Hilton experience. this hotel at Max should be a 2 1/2 star hotel. There is no sink inside the bathroom. We had crickets in the bathroom. The lazy river was the only saving Grace.