I'll preface by saying we have stayed here multiple times with good past experience. My husband made reservations for a gulf view king room as we always do. In fact, he requested the room we had last stay as it was excellent. Reservations said we had to accept a gulf view queen bed for now, but to call the hotel and they should be able to get the king. He called and they said they should be able to accomodate when we get here.
When we arrived, the front desk said all they had was a street view, queen beds, not gulf view and not king. It is a huge issue to come to a gulf hotel and not be on the gulf side. He said we would need to show where it says gulf on the reservation. It does not say gulf or street, but we know we selected gulf as there is no other option for us. If it is street, we would stay home. The only option is they gave was to move to gulf view the 2nd day. This equates to view of street for 2 days, until a room opened, and then interrupt our day to pack up and move the 2nd day. As if this not bad enough, no other considerations for thier lack of appropriate room.
Customer service at front desk unacceptable, especially due to being a loyal returning customer and hilton honors member.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC