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NYCRonnie
New York City, New York

Decent, could use an update.

4.0 of 5 bubblesReviewed Jan 1, 2025
The rooms were clean and the property grounds are well maintained. Plenty of seats by the pool which was clean and not overcrowded. The hotel is older, and could use an update, the bathroom is outdated. The beds should be replaced with two Queen sized as well. The staff are very friendly and accommodating , they address any issues quickly. The hotel is centrally located and easy to navigate with a car. The beach is nice to walk, but the water is extremely rough and swimming is not encouraged.
Date of stay: December 2024
Trip type: Travelled with family
2.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this review
Responded 4 weeks ago
Thank you for providing feedback regarding your recent stay. We are pleased to hear that our staff met your service expectations and that you enjoyed our recreational facilities. We continuously strive to enhance our services and sincerely appreciate your input regarding our facilities. We acknowledge that the beach may not have fully met your expectations; however, we hope you had the opportunity to explore other areas of the island and appreciate the beauty of the Caribbean Sea. Thank you for staying with us!
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (2,242)
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Reviewed December 6, 2024 via mobile

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.

Room tip: Do not book a ground level patio room if you want privacy.
Date of stay: December 2024
Trip type: Travelled as a couple
Thank yes2travel
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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this reviewResponded December 9, 2024

Thank you for sharing feedback on your recent stay. We have reviewed your comments on your accommodations and have addressed the areas you highlighted. We sincerely apologize for any inconveniences you experienced, as we strive to ensure that all our guests have a seamless and enjoyable experience at our resort. Please do not hesitate in contacting us directly for a future visit. We would be delighted to welcome you back and ensure you have an exceptional travel experience.

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Reviewed November 26, 2024

We were hopeful for this location as I have stayed at over 100 Hilton properties and have never had much of a problem. This place was terrible since the moment we showed up. The staff ignored our existence. The decorative fish pond in lobby had 3 large dead fish in it. When we got to our room it is unkept and dirty. We went outside and with a couple of minutes had 15 mosquito bites and a bee bite among our family of 4. We walked back out and left to go to a different hotel. The hotel refused to refund us for the first night which I thought was terrible. The place was so bad we willing to pay for another hotel and drive 2 hours to not stay here. Very reluctant to choose a Hilton property again, I thought their standards were higher. Our stays at the Marriott and Hyatt properties on this trip were amazing.

Room tip: Don't stay here
Date of stay: November 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Derrick D
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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this reviewResponded December 3, 2024

We regret to learn that our hotel did not meet your expectations. Despite our team’s efforts to accommodate your early arrival and assist with your early departure, we are disappointed to hear that your brief visit was less than satisfactory. We understand if our facilities did not align with your preferences, and respect your decision to stay elsewhere on the island. We hope you were able to enjoy the rest of your time in Puerto Rico.

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Reviewed September 29, 2024

I decided to stay here after reading mixed reviews about this hotel. Great employees. Great service. Yes, rooms are a bit outdated but very clean and cozy. Only thing was the door on the balcony didnt quite work and hotel lacks entertainment. Bit boring if you are looking to dance or party. Other than that, great quiet place to stay, relax and enjoy the pool and beach.

Date of stay: September 2024
Trip type: Travelled as a couple
Thank Mr_Arias_PR
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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this reviewResponded October 1, 2024

Thank you for sharing your experience at our resort. We appreciate your feedback and are glad to hear that you found comfort and relaxation during your stay, even if it did not fully meet your expectations. Your feedback is valuable to us as we strive to enhance our offerings. Thank you for staying with us!

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Reviewed September 19, 2024

I stopped in for a couple days on business. It was a peaceful stay during the week. Staff at the front desk, restaurant and housekeeping were superb, courteous, attentive and friendly. My room was impeccable and had a great ocean view (west tower).

The hotel holds it's own although there hasn't been a renovation since inauguration, but I would certainly recommend to families, couples and solo travelers looking for a great getaway; especially away from the San Juan Metropolitan area.

There was also an abundance of parking and a wonderful open-air lobby to compliment my stay.

I couldn't ask for much more........and quite possibly the ONLY hotel on the island that doesn't charge resort fees.

Room tip: I stayed mid-week and would expect the weekend to be a busier more vibrant time with families and groups. Great for golf enthusiasts.
Date of stay: September 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank Billyboy2391
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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this reviewResponded September 26, 2024

Thank you taking a moment to share your experience! We are truly pleased to know that our resort offered you the perfect environment to unwind during your business trip! We hope to welcome you back in the not-too-distant future!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 3, 2024

I have a very honest review to present, please take note, if you are thinking of staying at Ponce Hilton.
1. My husband and I stayed here for Labor day weekend (Thursday through Monday). The hotel is so incredibly run down. The room was clean, but super old. The couch had stains, the furniture is so outdated, the doors scratched and the bathroom horrible. The sliding door didn't lock was broken.
2. The only good meal you can expect to have is breakfast. The rest was comparable to a Golden Corral at best. Food was super expensive, salty, dry... nothing was fresh. I mean, Applebee's has better food.
3. Drinks were watered down. My husband ordered an old fashioned - watered down and disgusting.
4. The pool smelled like urine. The water was super cloudy and stinky. It was in and out for me and my husband. We couldn't take it. Headed out of the hotel most of the time as we couldn't stand to stay there.
5. NOTHING TO DO! Unless you are into cheap casino stuff. Ghetto!
6. It is my recommendation that you look into the Westin Rio Mar in Rio Grande. We couldn't stay there as it is being renovated and it will be fully reopen for Christmas 2024, so sad.
6. If you book Hilton, you will regret it. Don't say you haven't been warned.

Room tip: Don't stay here
Date of stay: August 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Navigate68089438360
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.
Management Team, Owner at Hilton Ponce Golf & Casino Resort, responded to this reviewResponded September 3, 2024

We apologize that our facilities and services did not meet your expectations. We are committed to continually improving our offerings, and your feedback is invaluable in this process. We adhere to rigorous hygiene protocols throughout our facilities to ensure the comfort and well-being of both our guests and staff. We will thoroughly review your comments for further enhancement of our services.

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