The wife I decided to do a little close-to-home vacation for a couple nights with our 6 year old son after having been cooped up in the house for so many months. Unfortunately, the hotel is in major need of renovation, to the point where multiple things were broken in the room. Both toilet handle had issues, with one being able to be completed pulled out of the housing. The closet doors were hanging by a thread and we couldn't close them if we wanted to. The shower in the small bathroom leaked because there was no bottom seal on the door and just covered the floor outside in water (see pictures). I reported all this to the front desk and was kindly offered a $60 credit to use on the property including the restaurant. So, we charged our meal to the room. Then, things continued downhill when I reviewed the bill after check-out and found the credit wasn't present. I've called the billing department and all you reach is a voicemail. I've left multiple messages, but never received a call back. I'm tempted to drive over and deal with this in-person since I live 15-20 miles away, but finding the time is the problem and I am sure the hotel is relying on you just giving up. It's all really unfortunately. I've had friends stay here before and have had a good experience. That was a few years ago. Things seemed to have continued to deteriorate. There is just no way I would recommend a stay right now and I can't see us returning without quite a few improvements.
If you are concerned about COVID, while it was posted that masks were required on the property, We found there was various levels of compliance and didn't observe the staff making very many efforts to resolve. While there were posted messages about sanitizer, we rarely found any bottles around the hotel and when we asked, the person told us they get taken. Still, if they have hotel policies like this, you'd like to see some efforts for compliance.
So, what positives can I say? The food from the restaurant was good and I would eat there (or take-out) again. It's very nice to be so close the beach and makes for an easy walk. The pool space is nice and having to 'rent' time in the sectioned pool due to COVID was actually really nice to have that space to yourself. I'm sure it wouldn't be so nice over a weekend (we were there during the week). The Jacuzzis looked like they would hold a decent number and one is more secluded than the other, but they were both closed during our trip due to the pandemic. The same with the day spa, so I can't really comment on these. Parking underground made it convenient to take a direct elevator up for your building and the water feature behind building 3 that goes from the ground level into the underground garage is a very nice feature.
Hopefully some improvement is made. We are members and do travel in the Hilton family a lot, but the poor business with the room credit and the lack of response from the billing department, has left a bad taste in our mouths.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC