Justine Anderson
Google
I recently returned from a 7-day stay at Hilton Aruba with my family. We have stayed at your resort four times in the past two years, and up until now, our visits have always been memorable for the warmth, hospitality, and service that made us look forward to returning. Unfortunately, this most recent visit was very upsetting and did not meet the standards we have come to associate with Hilton Aruba.
From the moment we arrived, the atmosphere felt unwelcoming. In the past, we were always greeted warmly upon arrival, but this time there was little acknowledgment, which set a disappointing tone for the rest of our stay.
At check-in, Bradley mentioned that he was upgrading us to an oceanfront room; however, it was the same room category we had stayed in during a previous visit, which was not marketed as oceanfront. While he was enthusiastic, it felt disingenuous, and the only amenity offered was a 20% coupon for the Sunset Grille. For a family that has been loyal to your resort, visiting twice a year, that gesture felt underwhelming.
We also rented palapas for five of the seven days of our stay. The service we experienced was consistently poor, and on Sunday, September 21st, we were especially disappointed. Despite paying for an oceanfront palapa, our view was completely blocked by a private party setup with tables, chairs, and lighting equipment. One of the reasons I rent front-row palapas is so I can watch my children safely in the water, and having our view obstructed was both frustrating and concerning. I have attached photos for your reference.
In addition, we dined at the breakfast buffet and were surprised at the negative attitudes we encountered. Something as simple as requesting decaf coffee or hot sauce seemed to be treated as an inconvenience. This is not the level of service one expects from a Hilton resort, and certainly not from a property we have returned to so many times.
As loyal guests, my husband and I save and work hard to bring our children to Aruba because we have always felt the Hilton experience was worth it. Sadly, this visit left us very disappointed. I truly miss the warm welcome we used to receive from staff such as Vickie, who always greeted us with a smile, remembered our family, and went above and beyond to make us feel at home. That type of personal touch is what kept us coming back.
I am writing in the hope that you will take this feedback seriously. We want to continue returning to Hilton Aruba, but our most recent experience left us questioning whether we should. I would appreciate a response and hope that steps can be taken to restore the welcoming, high-quality experience that your loyal guests have come to expect.