I stayed here for 4 days and 3 night my room number was 961 and on my second day there my boyfriend went to get us ice from the ice machine that was on our floor and there was a roach frozen in the ice cube🤢🤢🤢🤢 I literally almost put the ice into my cup and drank it. When we went to the front desk they said they were going to accommodate us & give us a refund of some of our money that we paid when we got to the hotel. Fast forward it’s a week after my trip and I have yet to receive a refund from them so I call today and they were very unhelpful and rude. They did not want to refund me any of my money & also even though it was in the file they wanted me to send proof that there was a roach in the ice. I’m extremely disappointed and disgusted! We paid over $1200 for this stay and they only want to refund me $71. Terrible service, disgusting, I have what looks like bed bug bites all over my legs. I told them about that & they don’t care at all. I’m extremely unsatisfied with their customer service and the cleanliness of the hotel. I’m beyond frustrated that they only want to refund me $71 after I almost drank the roach that was in my ice.

Honestly, this might be the worst Hilton stay I’ve had. We were given a lesser room than we were booked. No explanation was given. When talking to the manager, Ruben, he offered some food credit, but no apology or explanation for why the downgrade. He didn’t care or really want to be bothered.

At checkin, Michael Barrios, went above and beyond, quickly recognizing us & providing great accommodations as well as explaining several hotel benefits. We liked wearing bracelets that contained room keys and Michael helped credit a breakfast that was painfully slow b/c we opted for menu items instead of the buffet. That and only 1 working elevator were the only things less than optimal. Room service with Anthony was also really good. the restaurant right next door (Cafe Tropical was fantastic and great prices)! We would go back and again reinforce great service!

When it rains which it does everyday the hotel leaks. They put garbage cans under the spots where it leaks, and pads on the floor so when the water comes in through the walls also they put humidifiers all around hotel. The area where our room was located smelled of mold. The beach area is not maintained daily dirty and the sand area dips a lot in place where you cannot place your chair. When I stayed they shut the water off for over 8 hours we came back from the rain forest after 7 hrs being hot and sweaty wanting a shower and could not for 8 hrs. The hotel is old and in need of repairs and taken care of. Definitely not worth the high end money they charge and a shame to the Hilton name.

Overall, a beautiful resort as far as the pool and beach areas go. The service that we experienced here was pretty unsatisfactory. I do want to make an honorable mention to Hector and Hiram who took extra care of us during our stay here. Every other person of service that we encountered was extremely unpleasant during our stay the floor that we were staying on, flooded and smelled of toilet water our entire time when we brought it to the front desk attention when we checked out the front desk agent informed us that it was his Monday and he couldn’t do anything about it. Overall, a beautiful resort, but lacking the service needed.