Beautiful facilities and grounds. Room was spacious and clean. Casino was nicely run and clean. Pool bar staff were very attentive. Continental breakfast is adequate.
I was a bit disappointed in the lack of managerial oversight with room details. Some TLC is needed.
Better attention should be given to room readiness. After being up for 19 hours all I wanted upon arrival was to get to bed. When I got to the room the door was difficult to open. My husband had to push really hard to get the humidity seal to break and get the door to move. Then the AC was completely shut off. Had to call and get a maintenance person in to turn it on and test it. Then the safe did not work and the maintenance person had to be called again in the morning to come fix it. Later in the day I went onto the patio. When I came in the door would not close properly in order to lock it. Once again my husband had to work with the door for 5 minutes to get it to shut and lock. At that point we decided not to use the patio anymore. There were also other guests using all the patios as a sidewalk rather than going out the front door and using the true sidewalk. If you are considering taking an oceanfront room I’d suggest you take one on a high floor.
I wanted to share this feedback with Hilton when I left at about 10:30. Unfortunately there were 4 people in line with only 1 person on the front desk. After five minutes of waiting, without any forward movement, I left.
I’ve stayed at the Hilton in the past, although it’s been about 10 years since my last stay. It’s a beautifully located Hilton on the ocean. It has lovely resort amenities that are nicely tended. There is excellent access to Ponce. What the hotel needs is stronger management attention to room details.