8/10 Good
Alice
Travelled with family
23 Apr 2025
This location was beside SeaWorld. It was very convenient while we were visiting the park. Unfortunately when we got to the room, the air conditioning in the living area was making loud noise and the bathroom faucet was leaking out into the floor. We reported it immediately to the front desk. A young man informed he couldn’t just take my word for it and said he needed to confirm the two issues. He also said he could not accommodate me with another king suite so we would have to stay in a double bed suite with a charge. I stated I was a former diamond Hilton member and was surprised by his response and customer service? My husband and I sat in the lobby to wait for him to send someone to the room and check it. He finally came to me and provided a key to a new suite with double beds and did not charge me an increased price. I thanked him and we went to the new room. My former Hilton travels were always very comfortable with excellent high customer care and why I still travel using Hilton. I chalked this up to a training issue with this employee.
Alice
Stayed 2 nights in Apr 2025