I recently traveled to Puerto Rico with my family of 6.We had to stay in Ponce to be close to my aunt. Out of all the hotels that came up this one looked the best. It was a Hilton and a “beach front” property. I read a few reviews that were really positive and then others that were really negative. I thought” I don’t think this place could be so bad” and decided to go ahead and book 2 connecting rooms. When we arrived to check in the rooms were not connecting but the front desk told us give us an hour and we will get you the connecting room. This was not a problem for us,we went to grab lunch at the Hard Rock near by and within 20 minutes got a call that our rooms were ready.
The staff at the hotel from check in to check out was outstanding! They were all very helpful in every aspect of our stay. That being said,not only do the guest deserve better but so does the staff. They are left with a hotel that is falling apart. The rooms are complete trash. Broken furniture,bath tubs with rust, electrical problems,broken doors and old AC units that have vents filled with mold spores!
The property is huge and all it has to offer is the pool with 1 slide. There is no beach,you can not lay out on that beach or have your kids play in that sand. There is a concrete platform with 4 beach chairs and 1 umbrellas.The pool was entertaining for my kids and kept clean but they close the water slide at 6pm before the sun is even close to setting. My children also enjoyed the mini golf but sadly it was closed many times during our stay for reasons I’m not sure of.
Locals do buy day passes to come to the pool so on Saturday and Sunday the place is packed and they did not clean up after themselves at all. The Hilton needs to revamp this property big time,the grounds are large and beautiful but it was underwhelming to say the least.
Not to the standard of a Hilton Resort. Immediately noticed something wrong when I had to wait 10min for a valet to get my car parked, I realized later that there was only 1 valet the whole time and, he doubled as bellman. I was attending a conference so I know the hotel was sold out and yet, they only had 1 valet. No one would answer the valet extension to request my car and the wait was about 10min every time I needed it.
There is only 1 place to eat if you are hungry between 3-6pm and that is the pool bar. I ordered a cocktail and was told they couldn't make any cocktails even though every table had a menu for them. The burger I got was undercooked.
My biggest issue was the fact that after finishing the 2 complementary waters I had in my room I went to request more at the front desk. As a Diamond member, I'm supposedly entitled to 2 bottles a day. I was denied this benefit. The lady at the front desk told me that all I could have was what was in my room or I could buy from the coffee place or the vending machines.
The vending machines only take cash and only single dollars. Same with the booth to pay for parking, cash only.
Overall the place felt dated, dirty, and not maintained. Best thing about it was the breakfast buffet. I know this used to be a good hotel but it is not at this time.
I often travel to PR for work and this is one of the locations I look forward to staying at the most. It’s secluded and relaxing, and the food is great (less impressive is the dinner buffet, but really enjoy the room service, order by menu restaurant, and bar food; breakfast is typical; coffee bar is ridiculously priced, as I paid just under $10 for a single iced latte with nonfat milk which was an up-charge). The rooms do need some updating, but it’s not so outdated that it’s a bother. I appreciate the inclusion of the ceiling fan, it keeps the room nice and cool by circulating the air better - however, they can be really noisy sometimes. There are pros and cons, but ultimately it’s a positive stay. I’ve only stayed here for business a night or two at a time, so I’ve not had the chance to visit the additional property that there’s transport service provided to.
The rooms were a bit out of date and older but they were very clean. The pool was amazing and we had Alejando attending us he was nothing short of amazing. Super attentive and he even recommended a local restaurant and made us a reservation. We also want to shout out Benjamin in the valet. One of our family members left her phone at the valet desk the previous night and he charged her phone and kept it behind the counter until we called the phone and he answered it. 10/10 service.
Took my fiance on what was supposed to be a romantic weekend getaway. DO NOT PICK THIS LOCATION!!! Water pressure in the showers was a dribble, TV in room only works half the time, room service NEVER picks up the phone, the locals took over the pool area leaving no seats for guests,black birds pooping all over the tables and chairs constantly in the dining area, trash all over the grounds.... I could go on but I think most get my drift. For the money they charge this should be at least a 4 star resort.... 1 at best 👌. Do not recommend the Hilton in Ponce. It's a dump with crappy service.
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victoria scalici
in the last weekI recently traveled to Puerto Rico with my family of 6.We had to stay in Ponce to be close to my aunt. Out of all the hotels that came up this one looked the best. It was a Hilton and a “beach front” property. I read a few reviews that were really positive and then others that were really negative. I thought” I don’t think this place could be so bad” and decided to go ahead and book 2 connecting rooms. When we arrived to check in the rooms were not connecting but the front desk told us give us an hour and we will get you the connecting room. This was not a problem for us,we went to grab lunch at the Hard Rock near by and within 20 minutes got a call that our rooms were ready. The staff at the hotel from check in to check out was outstanding! They were all very helpful in every aspect of our stay. That being said,not only do the guest deserve better but so does the staff. They are left with a hotel that is falling apart. The rooms are complete trash. Broken furniture,bath tubs with rust, electrical problems,broken doors and old AC units that have vents filled with mold spores! The property is huge and all it has to offer is the pool with 1 slide. There is no beach,you can not lay out on that beach or have your kids play in that sand. There is a concrete platform with 4 beach chairs and 1 umbrellas.The pool was entertaining for my kids and kept clean but they close the water slide at 6pm before the sun is even close to setting. My children also enjoyed the mini golf but sadly it was closed many times during our stay for reasons I’m not sure of. Locals do buy day passes to come to the pool so on Saturday and Sunday the place is packed and they did not clean up after themselves at all. The Hilton needs to revamp this property big time,the grounds are large and beautiful but it was underwhelming to say the least.
Diana Hernández
2 weeks agoNot to the standard of a Hilton Resort. Immediately noticed something wrong when I had to wait 10min for a valet to get my car parked, I realized later that there was only 1 valet the whole time and, he doubled as bellman. I was attending a conference so I know the hotel was sold out and yet, they only had 1 valet. No one would answer the valet extension to request my car and the wait was about 10min every time I needed it. There is only 1 place to eat if you are hungry between 3-6pm and that is the pool bar. I ordered a cocktail and was told they couldn't make any cocktails even though every table had a menu for them. The burger I got was undercooked. My biggest issue was the fact that after finishing the 2 complementary waters I had in my room I went to request more at the front desk. As a Diamond member, I'm supposedly entitled to 2 bottles a day. I was denied this benefit. The lady at the front desk told me that all I could have was what was in my room or I could buy from the coffee place or the vending machines. The vending machines only take cash and only single dollars. Same with the booth to pay for parking, cash only. Overall the place felt dated, dirty, and not maintained. Best thing about it was the breakfast buffet. I know this used to be a good hotel but it is not at this time.
Meagan Horton
a month agoI often travel to PR for work and this is one of the locations I look forward to staying at the most. It’s secluded and relaxing, and the food is great (less impressive is the dinner buffet, but really enjoy the room service, order by menu restaurant, and bar food; breakfast is typical; coffee bar is ridiculously priced, as I paid just under $10 for a single iced latte with nonfat milk which was an up-charge). The rooms do need some updating, but it’s not so outdated that it’s a bother. I appreciate the inclusion of the ceiling fan, it keeps the room nice and cool by circulating the air better - however, they can be really noisy sometimes. There are pros and cons, but ultimately it’s a positive stay. I’ve only stayed here for business a night or two at a time, so I’ve not had the chance to visit the additional property that there’s transport service provided to.
Mariela Kagnus
a week agoThe rooms were a bit out of date and older but they were very clean. The pool was amazing and we had Alejando attending us he was nothing short of amazing. Super attentive and he even recommended a local restaurant and made us a reservation. We also want to shout out Benjamin in the valet. One of our family members left her phone at the valet desk the previous night and he charged her phone and kept it behind the counter until we called the phone and he answered it. 10/10 service.
Joe Jenkins
a month agoTook my fiance on what was supposed to be a romantic weekend getaway. DO NOT PICK THIS LOCATION!!! Water pressure in the showers was a dribble, TV in room only works half the time, room service NEVER picks up the phone, the locals took over the pool area leaving no seats for guests,black birds pooping all over the tables and chairs constantly in the dining area, trash all over the grounds.... I could go on but I think most get my drift. For the money they charge this should be at least a 4 star resort.... 1 at best 👌. Do not recommend the Hilton in Ponce. It's a dump with crappy service.