Stayed at this resort, this past weekend. I ended up checking out 1 day early because I was not completely satisfied and didn't want to waste more money.
I found out about this resort because I was coaxed into a Hilton Grand Resort package late last year and I went to make reservation for the stay and could not stay at the Hilton Grands (another story within itsself), but was offered the Royale Palms as another Hilton property. So I booked, but choose to just pay for this trip and book package another time when I could stay at the actual resort they are trying to sell me.
Arrived at the hotel, expecting a 1 bedroom room w/oceanview. I am a Sheraton owner, so I know what to expect normally when it is a resort. Unfortunately Sheraton was all sold out, so I had to go with Hilton. When we checked in, we received a room on the 22nd floor. The room was extremely small, with no comfortable place to sit....two hard chairs and a table. Normally at a resort property, you find an ample size room, with another comfortable place to sit besides the eating/desk area in a "1 bedroom." It was pretty much a small hotel room, so I think what I actually received was part of a lockoff unit of someone's larger unit. Regardless, I was very dissappointed. When I inquired about the size of my unit, I was informed I was in a "1 bedroom." I also inquired as to why there was not the normal comfortable sitting chair you normally get in a hotel room, I was informed that the units are "privately owned" and the owners decide what goes in the room.....in my opinion, this owner could have left the hugh plant out of the room and added a comfortable chair. So it looks like even though I booked through Hilton, Hilton does not have control.
I received what was a courtesy call on the voicemail the 1st evening of my stay from hotel guest services. I decided to return the call to express my displeasure. When I returned the call, the person that called me at lunch. but asked if they could assist. I explained I was returning the call and no I was not satisfied. The person who answered acted as if I wasn't supposed to call back and that they really weren't interested in seeing how things were after check in, but just wanted to present themselves as such. I asked for a return phone call from the representative that called me, but never received a return call my entire stay.
The oceanview was probably the only decent thing about this trip. There is only one ice machine in the building in the lobby. Again this would have been fine, if I had of been in a real resort room, with the full amenities of a kitchen (icemaker). Again when I asked if ice makers were on other floors, I was told by staff....this is a "privately owned lady" what do you expect!!
Booking through Hilton, you pay for parking each night and PLUS they tax you on the parking!!! I just read the previous review....I wish I had of read earlier and booked directly through the owners and not the Hilton....hindsight is 20/20. This definitely puts Hilton in a different light for me.
Customer Service: Definitely needs improvement. And Buyers should beware that it may be best to NOT book through Hilton, but book directly through owner....you may be more room for your money.
Cleaniness: The room didn't seem fresh, bathroom toilet smelled like urine, so it was questionable when was the last time it had been cleaned. Checked bed for bed bugs, thankfully there were none.
Bed Comfort: The bed was okay, but I have slept in alot more comfortable.
Amenities: The Royale Palms Resort building is pretty much disserted of amenities. You have to walk over to the Hilton Resort for everything. Even all of the bellmen are over there, even though we were told when we arrived, that if we drive up to the Royale Palms, someone would be there to help us with out bags.....not the case. They still charge $9.95 per day for internet, which is ridiculous. I actived my hotspot of avoid having to pay Hilton for use of something that more places offer for free.
Again very disappointed in Hilton, they should disclose up front that they are only "a booking agent" for this resort. I could have probably stayed at the Hampton Inn and been treated better and spent alot less money.
Don't book through Hilton, go through owner website.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 April 2012
I do appreciate your response, and yes, it would seem we did not meet the Hilton standards that we strive for on a daily basis. I completely understand you not wanting to return, but I would really like to speak with you concerning the many issues you listed in your review. Please contact me at RandyDeVaux@Hilton.com, so that I can correct these inconveniences. Our entire staff would like the opportunity to serve you in a much better manner and create the Inspirational Hilton moments which you greatly deserve.
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Sincerely, Randy DeVaux
This response is the subjective opinion of the management representative and not of TripAdvisor LLC