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
