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Reviewed September 15, 2014

Although the hotel was undergoing construction/renovations, I can overlook some of obvious things that come with that; however, the common areas that were not cleaned on a schedule were an issue. The floors of the back entrance (nearest the back elevators) continued to get dirtier and dirtier each day. Similarly, the back elevator floors were not attended to at all even though guests, workers, and employees were walking in and out and carrying in all kinds of dirty and grime, the floor and elevator floors were never cleaned while we were there. The ice/vending machine room was filthy. The room number plaque was falling off the wall, and there was a roach in the room. The tiles in my shower had construction writing on at least 1/4 of them, there was a visible empty Dasani water bottle behind the nightstand, the under panel of the air conditioning was not attached and fell during my first night, there were toenail clippings under the window, and just in general the room did not look vacuumed upon my check-in. I travel for business and pleasure often and was extremely surprised by the lack of cleanliness of my room and mentioned areas of the hotel. I unfortunately did not have time to report or deal with the issues in my room; however, I do not feel like I should have to report the common areas being un-kept. The staff on the other hand was completely friendly and professional. Every time I walked past an employee, regardless of their job, I was greeted and often asked if I needed any type of assistance. I really enjoyed the staff.

Date of stay: September 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
2  Thank Shannon P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike P, General Manager at Hilton Galveston Island Resort, responded to this reviewResponded September 17, 2014

I would like to apologize for the inconveniences that you encountered at the Hilton Galveston Island Resort. It is through guest comments such as yours that we are able to improve our hotel and the level of guest service. Guest satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay.

Mike Pistone

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 10, 2014

As usual, the staff was friendly everywhere we went in the hotel and the breakfast buffet was excellent. However, the hotel neglected to tell us before we arrived that they were undergoing an extensive renovation. When we went to our first room on the 5th floor, instead of the surf we heard endless pounding from the 6th floor where they were putting down a new subfloor and carpeting. Thankfully, guest relations moved us to the seventh floor of "Tower Building" to a much nicer room. While it did not have a balcony, the view of the gulf was much better. Unfortunately, you could also see this area needed renovation as the carpet throughout the halls and rooms was very "tired." Lastly, the beach was horrible as there was seaweed everywhere...I had to wade out almost 100' before I could find clear water in which to swim.

Room tip: I would always select a room in the tower building.
Date of stay: August 2014
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank Rich B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike P, General Manager at Hilton Galveston Island Resort, responded to this reviewResponded September 13, 2014

Thank you for taking the time to post a review on Trip Advisor. Staff and I will review your comments and work to improve our operation. i appreciate your candid remarks and have a wonderful day.
Mike Pistone

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Reviewed September 10, 2014

Not only was the service exceptional throughout the hotel, but it was extra exceptional in the dining room. My server was MATT. He was very attentive, asked how was I enjoying my trip to Galveston, kept checking with me for iced tea refills, how was my food, and did I need anything else. I will continue to stay at this location every time...and eat in the dining room. Thank you MATT and all the hard working employees who make me feel welcome.

Date of stay: September 2014
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
1  Thank Karen F
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike P, General Manager at Hilton Galveston Island Resort, responded to this reviewResponded September 13, 2014

Thank you for posting a positive review to Trip Advisor. Feeback from our guest make us a better operation. I look forward to seeing you again when in the area.
Mike Pistone

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Reviewed September 7, 2014

exceptional service, very nice view. we liked the proximity to the beach, and the short walking distance to the shops, and differant resturants. We enjoyed the pool and hot tub and the friendlly response from the visitors.

Date of stay: September 2014
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank Ruben N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike P, General Manager at Hilton Galveston Island Resort, responded to this reviewResponded September 9, 2014

Thank You, thank you, thank you. I appreciate the very nice review to Trip Advisor. I hope to see again when in the area. Have a great day!
Mike Pistone

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 6, 2014

I will start with good news. Angie Watson was amazing, professional and helpful. She made me think some of the staff in the hotel are happy to have us here. Patti in the diamond lounge was informative and professional. She went out of her way to make us feel at home, even demonstrated the intricate coffee machine, kept the entire area unbelievably clean and even served me a coke from the self serve area. The cafe restaurant downstairs (a lady and a gentleman) were helpful and professional. Then Angie checked in with us before she left for the day to see if we needed anything. These are the people that were exceptional. They deserve better than 10 out of 10. The okay news next. The room was nice and clean. The size of the room was good and our bed was comfortable. The chairs have seen better days, but that is forgivable as they were clean and the hotel is in renovations. The not good news last. The front desk were prompt in providing a key, but when I said I was looking for a cup of coffee from the diamond lounge was told it was closed and would open at 5:00. I asked if they had a voucher for a cup of coffee in the cafe. I was informed of course I could order coffee from the cafe, but I would be charged for it. The several phone calls prior to our stay I was informed we could get water or coffee all day long from the lounge. The front desk did not inform us that there was a right and wrong elevator for our room. We were looking at the 1st elevator saying I guess this is it, when Angie appeared like an angel and took us to the right elevator. I mentioned the unhelpful front desk attitude toward a cup of coffee and she brought coffee to our rooms. Most of the rest of the staff in the hallways made eye contact and seemed professional. A few of them even said good evening.

Room tip: 8th floor AC is loud but the view is nice.
Date of stay: September 2014
  • Trip type: Travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank RobinB259
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike P, General Manager at Hilton Galveston Island Resort, responded to this reviewResponded September 9, 2014

I appreciate your review of the Hilton Galveston and your stay. Your feedback is very valuable to the operation and making us a better place for our guests to stay.

I Thank you for your business,
Mike Pistone

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