The check-in was unacceptable. Booked through Hotels.com because I was on the road and not sure what was available in the are as it was an unplanned trip. Once I arrived at the hotel they said that the “description” of the room on Hotels.com was wrong and that there was not a similar room available. We specifically ordered a king suite, full ocean, with balcony. There were less expensive options for partial ocean, patio, etc but king suite, full ocean, balcony was picked and paid for. There was no savings for booking on Hotels.com, the price on the Hilton website for that same room was the same but in their words I was “misinformed” . They tried to get me to settle for 2 substandard rooms and it took almost 2 hours to get a room. Finally because I was polite but persistent they “upgraded” me to a room which was what I had selected to start. The whole process was very frustrating, especially after a long day of traveling.
To make matters worse, the in-room dining was available until 10 pm. After 2 hours of jockeying w rooms I called in-room dining at 9pm. There was no way to order online, you had to call. They kept me on hold or disconnected the call for 36 minutes. Bouncing around between the front desk, the bar, and the restaurant, no one had a motivation to help. Finally at 936pm the Rhum Bar answered. This option was listed for in-room dining available until 10pm. However I was told in-room dining was closed. No options available for food. The whole experience was awful.