“We are a diamond Hilton Honors member. We travel quite a lot and always stays at Hilton Hotels. I have never experienced such bad service. I just want to start by saying the servers at the cassino bar are The ONLY nice people at the hotel. We actually decided to have dinner at the casino bar instead of the restaurant because it was the only place I didn’t feel like the servers were doing us an enormous favor by serving us. Special thank you to Wally who made my favorite drinks and was so sweet and kind.I decided to list all the horrible service experiences below, so hopefully they will improve them:CHECK-IN: people had no knowledge of the hotel and almost no information was given about our stay other than the room number. No information about free breakfast, beach transfer, little town or anythingHOUSEKEEPING: Inexistent during our stay, and there was no water in the room (perks of Hilton honors members)LOBBY BAR: absolutely the worst service around the entire hotel. Any order I made there I felt like they were doing us the biggest favor of their lives. I was super cold, so I was sitting outside with my husband while having drinks from the bar and when I order an appetizer it never came. When I went inside to ask about the appetizer the guy looked at me with dispair and said he was going to ask someone to check on it for me. I kindly asked if they could take the food to us in the outside are (only couple feet from the bar). He answered with a weird face and said if it was raining, he wouldn’t get his workers wet. Mind you, I was the first table outside and obviously I wasn’t out drinking in the rain. When the server came with the food, he made sure to look up to show us that it was raining (although he never had to go through the rain since we were sitting right by the door under the covered area)POOL “RESTAURANT” a bar with the same food from the lobby bar (although they had a menu, they weren’t serving it because the hotel didn’t have enough guests to serve the food from the pool “restaurant”)Throughout the hotel people were so unfriendly that I couldn’t believe they were from the island. We travel through the Caribbean Island a lot and I had never experienced such a horrible service.You can have the best amenities in a hotel, but if you are mistreated throughout your entire stay, there is no way it can be enjoyable. We will NEVER come back here.”

“Lets begin with the positive. Nice hotel, clean well maintained and the restaurant food is good. We planned this trip months in advance to see Shaggy perform live. After 3 hours of waiting for Shaggy to perform Saturday, we were told Shaggy would not be performing due to audio issues. Why wait 3 hours to notify people he would not be performing?? The next morning I asked to speak to the Manager Lisa S, I was told to come back after 11:00. I returned and she would not even take the time to come to the front desk and speak to me, rather she told her staff to let me know there was nothing they could do. Very poor customer service. I expect more from a Hilton property. Bottom line is if you looking for luxury exceptional service, this is not for you. Fun in the sun and a party atmosphere! This is the place.”