Caribe Hilton

The staff, ambiance and cleanliness were great. The only thing that could have been better is if they would have fixed the AC sooner. We arrived on a Saturday and the AC wasn’t working until Tuesday. It didn’t work in the rooms but somehow worked in the lobby and common areas. We got our room upgraded but it didn’t change the fact that the rooms were 80 degrees at night and we couldn’t sleep :/

Amazing how variable service can be but on the whole incredibly bad, even rude service from a number of the bar/wait staff which means I wouldn’t stay here again. There were issues at check in - including malfunctioning aircon in the room and a large fan instead but Natalie (Natalia?) dealt with this professionally and offered some compensation for that and other issues and I was more than happy and ready to enjoy a brief stay. However with a couple of exceptions the staff were generally dismissive or downright rude (I’m a Brit, very regular traveler and Hilton Diamond as benchmark). As I’ve called out one by name for professionalism I will call out David in the bar and Jeanette in the pool bar for the opposite. On the whole the public areas are noisy and I think it’s the only time I’ve put in my AirPods with no music just to use the noise cancellation! Probably I made the wrong choice of hotel for a stopover rather than “vacation fun” there’s also no lounge which for a hotel of this size was a bit surprising but I was aware of that when booking - grumpy old man!! Also a number of areas in the grounds were closed off for refurbishment but the signs looked as if this has been ongoing for a while.

This might be one of the world’s worst hotels. Dirty, depressing and not enough staff. It’s only redeeming quality is consistency. Literally everything about this hotel is horrible. Hilton should remove its flag or force whoever owns it out. DO NOT STAY HERE

I have been a Hilton member for years and enjoyed many locations in different countries, suffice to say this is the only one I would describe as horrible. In general, this was the worst hotel experience I've ever had. We checked in on a Thursday to discover a majority of the building did not have operating air conditioning. When we tried to switch to a room with AC, we were told they were at full capacity and the only "relief" they provided was a small standing fan. We stayed for four nights and slept in 85 degree rooms and had to keep the balcony doors open at all times to provide ventilation. Walking through the hallways, we noted several other guests forced to do the same. When we tried requesting an additional fan, we were put on a waitlist. Along with the complete lack of AC, the housekeeping was basically non existent. Our housekeeper never changed the sheets and we had to call several times in order for them to even visit our room to be cleaned. On one occasion, they left the cleaning sponges in the room. Since we were not the only disgruntled guests, the line to speak to the front desk was 20-25 minute wait at any given point of the stay. Very disappointed at the lack of accommodation and generally gross up-keep of this hotel. I would never recommend this place to my worst enemy and will not be returning.

A consistently terrible experience and we’re Diamond members. Check-in line was at least 30-40 minutes. Air conditioning was down in the rooms and the rooms were old and falling apart. We ended up with a connected room and could hear everything that our neighbors were doing and watching. We called for foam pillows and 20 minutes later someone showed up with fans, we told them we asked for pillows and were told she’d come back with some. We waited another 15 minutes and called again. 20 minutes later someone showed up with our pillows + a pillowcase full of full-sized toiletries. 20 minutes later there was another knock at our door with additional pillows we didn’t ask for. The ice machine in the hallway leaked, soaking the carpet. The concierge team was unfriendly and not overly helpful with their suggestions. The icing on the cake was that we ordered a taxi for 4:30am pick-up, to take us to the airport, the night before our departure. We called the bell desk, as requested, at 4:10am and was told our taxi was already there. We were downstairs by 4:17am and while checking out, the bell hop allowed someone to take our taxi. He said he didn’t like that driver, so didn’t want to get involved. He promised that another driver would arrive within 5 minutes, which not only did not happen, but he then disappeared completely, leaving us to fend for ourselves. Fortunately, there was another couple there who said we could ride with them.