TripAdvisor traveler ratingbased on 1127 reviews
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Ratings & reviews
TripAdvisor traveler rating1127 reviews
Covid 19 stay
Considering the obvious situation in the world this review will address simply the facts of what was observed. -Breakfast has been eliminated. Only to go bags with granola bar, apple, and water bottle are available. -No housekeeping service during your stay. You must ask for clean towels, and take your own trash out. -Pool is closed. -Fitness Center is open. -I saw no hand sanitation stations, and no additional cleaning protocols in place. In fact the entire time we were there we did not even see anyone vacuum the hallway carpets. -Trash was littered about the rocking chairs in front of hotel. -There is a plexiglass barrier in place at front desk.
Customer service is better
I adore this hotel and have been going to this location for almost 5 year now without any issue ever. I’ve ranted and raved to multiple people in regards to this location itself. My family is a set of heavy smokers, yes nasty habit and we are all working on it, but we are respectful smokers as we understand it’s our choice and not everyone else's. Never flicking butts on the grounds, actually cleaning up other people’s garbage off the rocking chairs in the front, and making sure we left it better then when we came out, when we smoke on the strip (Flagler ave) we respectfully end our cigarette and throw the butts in a garbage can or place in our pockets because we love the earth and we hate littering. Our stay was from Monday March 2nd until Sunday March 8th. When we first checked in, we were annoyed that the room we booked through Hilton themselves wasn’t the room we were told that was booked. We got a regular king size room when we booked a king suite with the small dining and kitchen area. Wasn’t and isn’t a big issue, they moved us to the room package we wanted and said there would be a slight up charge which is no problem. We checked out at 6:30am on Sunday March 8th, as we are from New York and had to get on the road. After looking at the bill, we realized there was a $250 cleaning fee for smoke for Friday March 6th. We called the hotel and spoke to Mark, he said he would have to talk to housekeeping. When Sandy called us back her tone was full of attitude to inform us that they were not dropping the $250 fee because the housekeeper “saw smoke” coming from our room that morning around 11ish when house keeping comes around, we obviously were very upset as we never smoked in the room and, we also left to go to a dinner show. We would all have to be hotboxing in the room for smoke to come out from under the door. The manger Mark when up to our room on Sunday said yes we smoked in because it smelled so case closed. Now if I did smoke in this room, I wouldn’t of made such a big fuss. Because it’s like ok you caught me, give me a slap on the wrist if I did smoke in the room. Yes, we reeked like cigarettes as we just came in from smoking and everyone had to potty before we left so up the elevator we went, everyone went potty and while exiting we ran into the housekeeper. This housekeeper reported it, due to our clothes smelling. When I contacted this location, I spoke to Mark whom is the manger over this issue. He wasn’t aware that there was an issue, as it was never reported to management. We were also never notified there was an issue, no call, email, nor a knock on the door from management. We gladly would of invited all management into our room for an inspection. After speaking to Mark he agreed to cut the price of the cleaning fee in half. I can not argue with that because I understand his position as a manger, and if the room did have a slight cigarette smell we apologize from the bottom of our hearts. I’m glad I spoke to Mark to go over the situation, I plan on having my wedding party be at this location within the next year an a half to two years. My sister is also getting married next year in Colorado and I really didn’t want to give up being a Hilton member over this situation. Once our payment goes through and the $125 fee is taken off or returned I will gladly change my rating to a 5 because I’ve never had an issue with this property besides the unimpressive customer service from other staff members. EDIT: MAY 1ST 2020- got my $125 back. Thanks Mark, I’ll be calling you personally to book when the time comes. However, we might be back down for a vacation before that!
TERRIBLE SERVICE and RUDE MANAGER MARK!!
TERRIBLE SERVICE!!! Manager Mark is rude!! He doesnt care about guest peace and quiet trying to get sleep. There was Dogs on the third floor Barking on and off late at night since people sneak in these dogs cause they dont wanna pay pet fees. When i complained about me not getting restful sleep he wants blame me the guest for being sick with bronchitis saying i used alot of tissues to fill up the teeny tiny trash cans in room. He tried say i left room messy when my pile of used kleenex/tp was neatly stacked next to overflowing filled up trashcan. Cant help it if im sick and on meds from traveling. I need my sleep and your hotel failed honor 100% guarantee and to provide calming quiet sleep that night. Instead wants to reverse blame on guest for my concerns brought to your attention. My additional property review is breakfast was ok but needs better tasting food with more flavor and variety. The parking lot was messy and dirty looking with leaves all over ground and needs tree service for all low hanging trees. Wifi worked good and business center is nice. Pool was small not heated was cold and no hot tub so disappointing. Room decor was dated and needs modern makeover with more of a beachy look to it. Outside of hotel is cute with boutique look to it.
From the time I arrived until I checked out, the entire staff was welcoming and helpful with anything I needed. The hotel is located in area. We enjoyed our the nightlife on Flagler Ave. The beach is only a few blocks away..
Wonderful Hotel in the Heart of the Historic District
Wonderful and Professional Staff. Room and facility was very clean, warm, and inviting. From the time that we walked in the door until the time we left, we felt that we were well taken care of and did not need to worry about a thing. The hotel is located in the heart of the Historic district within a short walking distance to many wonderful shops and great restaurants.