HB Local L.
Yelp
Disappointing 25th Anniversary Experience at Waterfront Hilton!
As locals, we always strive to support local businesses and we were excited to celebrate our 25th anniversary at the Hilton. Upon check-in, we were warmly welcomed, and later booked a poolside cabana through the concierge. We informed her that our sons would join us for a few hours, and we paid $850 for the cabana with the understanding it was ours from 10 AM to 10 PM. Gladis, the concierge, was wonderful and even sent us a complimentary cheese and wine plate to celebrate our anniversary, which we brought to our cabana.
Our sons joined us with proper wristbands, at the pool we spent an additional $700 on food and drinks, respecting the policy of no outside food or beverages.
However, at 9 PM, a security guard rudely insisted we leave the cabana--despite our rental lasting until 10 PM. We explained this, but he was unrelenting. In the confusion, we didn't even have time to collect all our belongings, including sunglasses.
While my husband went to the front desk to explain, I stayed to gather our things. During this time, a pool manager named Kevin entered our rented cabana and took the wine that was gifted to us by the concierge. When I confronted him, he claimed outside wine and glassware weren't permitted--even though it was a Hilton gift.
We ultimately left the pool area feeling humiliated and frustrated on what was meant to be a special evening.
The next morning at checkout, I shared our experience with the front desk and asked about our missing sunglasses. A manager named Chez came out, listened to our story, and said he would speak with security, look for our items, and follow up with us within 24 hours.
It's been over a week, and we have heard nothing from Chez or Hilton.
We expected much better from a property of this caliber. Sadly, what should have been a beautiful, memorable celebration turned into a deeply disappointing experience.