novalee S.
Google
Dear Hilton Enclave Management Team,
This property has been one of my favorite hotels in Myrtle Beach for years and, until now, has always exceeded my expectations. Unfortunately, my recent stay during my birthday visit was very disappointing.
Upon checking in, I noticed that the carpet in our room was visibly dirty. I immediately reached out through the guest chat to notify staff. Later that evening, after returning from dinner and preparing to shower, I also noticed that the bathroom was not cleaned to standard. I again notified the guest chat. Claudine, front office night manager, who showed no interest. Mary, told me that someone could be sent to address the issues, no one ever came to vacuum the carpet or clean the shower.
That same evening, we planned to use the hot tub. At check-in, I specifically asked the front desk if the hot tub was open and was assured that it was. We went to the outdoor hot tub, but it was not warm enough. I spoke with a staff member working outside, who told us the temperature was already turned up and that she would contact someone in charge of the hot tub. An older gentleman later came out and informed us that the hot tub was not in use and was not clean.
This was extremely upsetting, as there were no signs indicating the hot tub was closed, and the front desk was clearly not informed—despite guests being told otherwise when checking in.
We then tried the indoor hot tub, and I was shocked by its condition. It was grossly unclean, inside and out. I could not believe that a Hilton property—especially one that is only a few years old—would allow amenities to be in such poor condition. While I understand this may be the slow season in Myrtle Beach, I did not expect such a significant decline in standards at a property I have always loved.
To add to the disappointment, no one checked in with us the following day regarding the issues we reported.
I am sharing this because I truly value this hotel and hope management takes these concerns seriously. This stay did not meet my expectations in any way, and I would appreciate acknowledgment and understanding regarding this experience.
Wish I could post photos on here that I took showing the details of how dirty it was.