"We recently stayed at this hotel as a group of six women and unfortunately the experience fell well below expectations, particularly for a Hilton property.
Before arrival, we emailed requesting rooms close together, but this was never arranged. While the hotel has some positives—the pool area is beautiful, the poolside beds are excellent, and the breakfast buffet was very good—the service issues overshadowed the stay.
The most significant problem involved room assignments. Two guests booked Superior Rooms, yet one paid considerably more and received a dramatically smaller room. The difference was obvious and felt unfair. The proposed compensation was half-board, despite our group having dinner reservations elsewhere every evening. This solution was impractical and did not reflect the price difference paid.
The hotel later offered six soft drinks to the group, which felt dismissive rather than a meaningful attempt to resolve the issue.
Throughout the stay, staff seemed focused on explaining problems rather than fixing them. Both check-in and check-out were unnecessarily stressful, and communication was inconsistent. For example, the coffee service policy changed on the second morning without clear explanation, causing confusion.
Ashley was a standout employee who genuinely tried to help, and the young woman in the hotel shop was consistently warm and welcoming.
While Ivana was polite, she did not appear empowered to resolve concerns effectively. Management was particular"