AustinFrenchFamily
22 de setembro de 2024
We stayed at the Hilton Pensacola using a charity certificate we purchased through the Hilton Corporate Challenge Special Olympics. The weekend we purchased was for 2 nights, 2 breakfasts each day and parking. Given it was through a certificate, we couldn’t book through Hilton and had to go through the hotel directly. We called and emailed for weeks trying to get a reservation. Calls were never answered, emails and voicemails never returned. I finally had to escalate through a Hilton corporate employee friend to get a back door into someone at the hotel and make our reservation. It’s an older property. The lobby of the hotel and restaurant were nicely renovated. The rooms were mostly renovated - there was a bit of an odor, the a/c units were spotty and the bathroom plumbing needed work. Sink and shower didn’t drain, so you were standing in about 6 inches of soapy water by the end of a quick shower and had a full sink after a quick teeth brushing. The beach is nice, white sand, wide and not too crowded. No pool/beach towels were ever available. 2 chairs at the beach cost $50 plus tax for a day to rent. Last but not least, our bill was not correct at checkout. They didn’t credit our included breakfast ($55/day for 2) nor did they apply our Gold member $30/night food and beverage credit. I’m really not looking forward to trying to reach a human at the hotel who can help fix this. I would have given the property/location a 3, but overall experience including customer service was a 2.
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