The first night we arrived we decided, we would never stay at this Hilton again. That's how angry I had become. Thankfully the front desk clerk that ruined our first night, recommended since she could do nothing for us, that we should speak to management in the morning. I can assure you, I did exactly that. The hotel manager and his staff without question quickly remedied our horrible experience. This did redeem them. Unfortunately, I do not feel that any repeat Hilton guest spoiled by the Hilton brand should go through what we went through and still have to wait and have management fix the problem the next day. We were put in a room on the 11th floor to which I explained to the front desk clerk that we had booked a first floor suite that put us right out on the beach. She explained that they had nothing like that and could not help. She went as far as to explain that the Hilton reservationist had lied to get us to book here and that we could not go by the pictures since they are never reflective of the hotel rooms. I had found this strange, aggravating, and in my book illegal. Bait and switches are not something we are used to with Hilton. The 11th floor is in DESPARATE need of renovation as you will read in other reviews. Our first impression when we came off of the elevator was, Oh my God where have we booked a room at?? The Bellman arrived at the same time that we opened the door to the room, we immediately said this is not the room we booked. The Bellman was great, he waited while I tried to get a new room. The first phone call to the front desk was not encouraging I was told there were no other rooms available and the room I booked did not exist. I headed down to the front desk explaining that this was unacceptable, my plea fell on deaf ears. I headed back up to the room and immediately called Hilton Customer Service. Natalie my Rep. was rude and unhelpful, the same as the front desk clerk, I was unpleasantly surprised here as well. She asked me, "What did I expect her to do if the hotel does not offer the room I booked then the room must not exist to be offered. I informed here I wanted the room I booked.....THAT'S what I expected. She proceeded to call the hotel and get me a new room. She asked me to go back down to the front desk and they would move me. Do you think that happened? No! The front desk actually refused to move us and told the Hilton Rep. "Absolutely not, I WILL NOT move them!" She told me she would be moving me to the same room and that would be foolish. She then offered me a suite for $140.00 more each night if I wanted. I told her thank you but no thank you. That's when she recommended we see management in the morning. By now it was after midnight and I was finished arguing. The next morning came and I happened to walk by an office with a sign reading, "Administrattive Offices" I thought to myself what do I have to loose? So I went in spoke to the lady at the desk and gave her a brief explanation and asked to speak with someone in management. She was shocked and assured me that this was not standard practice for this resort. Shortly after speaking to her the hotel manager called me from his home, we had a conversation about my issue and he explained that he was on his way and had instructed his staff to move me to.........your gonna love this.............take a wild guess...........the exact suite I had booked that I was told did not exist by the front desk clerk. Not only did he move us to the correct suite but he gave us the convention rate that we had booked in with and sent comp tickets to breakfast for our stay. I was extremely grateful for his treatment of us and informed him that I was asking for nothing special I just wanted what the reservationist sold me. He insisted on taking care of us. His staff in the morning was also just as helpful and apologetic. Our new suite was nice once they had the door issue fixed. They had to finally send someone down to reprogram the door so that our keys would work. While we had no more interaction with the management staff until our departure the stay turned out to be not so bad. I cannot say that we will definitely return, we will have to think very wisely before doing so. The only thing I can say is, "I hope you don't have to go through what we went through."