TripAdvisor Traveler Rating

As Silver Hilton Honors members, we expected a level of service that reflected the Hilton brand. Instead, we experienced one of the most disappointing hotel stays we’ve ever had. We were celebrating my daughter’s birthday, which had been postponed because she had been caring for a family member. Before checking in, we explained that my daughter has a medical condition and requires a full-size bathtub. This was not simply a preference—it was a medical necessity. The problems started immediately. The front desk manager assured us that the room we were being assigned had a bathtub. After unpacking and settling into the room, we discovered not only that it did not have the type of bathtub my daughter requires, but the room itself was also extremely dirty. We have photographs documenting its condition. When we returned to the front desk, we spoke with Jordyn France, Director of Front Office. Her response to the hotel’s mistake was simply, “Oh, that was our bad.” There was no genuine apology, no concern about the condition of the room, no request to see the photographs, and no sense of urgency to correct the situation. What was even more upsetting was that, after being told multiple times that my daughter has a medical condition requiring a full-size bathtub, Jordyn repeatedly responded with, “If that’s something you need.” Hearing those words over and over was incredibly dismissive. We had already explained that this was a medical need, not a personal preference. We were told that a room with a separate full-size bathtub and separate shower was available, but that we would have to pay an additional $600 per night to move into it. Instead, we were placed in a standard room with a combined shower and small bathtub, which does not meet my daughter’s medical needs because the shower and tub are one unit and cannot be used separately. After the hotel’s own mistake, a compassionate manager would have looked for a way to accommodate us rather than asking us to pay hundreds of dollars more. This experience fell far below the level of service we have come to expect from Hilton. I sincerely hope Hilton reviews how situations like this are handled because guests deserve professionalism, accountability, and compassion—especially when a legitimate medical need has been clearly communicated. FOLLOW-UP TO MY PREVIOUS REVIEW: I felt it was important to come back and share how our experience ultimately ended, because while our stay certainly did not begin the way we had hoped, I am very happy to say that it ultimately turned into a fantastic experience. A huge part of that was Nicole and Gabriel at the Cabo Wabo Beach Club. We spent several hours there while waiting for our room, and they were absolutely incredible. Gabriel is truly one of the best mixologists I have ever experienced, and both he and Nicole were warm, engaging, accommodating and so much fun. They completely changed the tone of our afternoon and made what could have been a very frustrating wait incredibly enjoyable. They created such a great atmosphere and truly are two of the standouts at this hotel. They deserve special recognition. I also want to express our sincere gratitude to Damian, the hotel manager, who personally stepped in, listened to our concerns and made a tremendous effort to improve our experience. His personal attention, professionalism, and follow through made a meaningful difference and completely changed the trajectory of our stay. We truly appreciated the way he handled everything and the care he showed us. What started as a disappointing experience, ultimately, turned into a fantastic one. We left feeling completely differently than we did when we arrived, and that says a great deal about the people at this hotel. We are genuinely looking forward to returning and will absolutely be recommending The Waterfront Beach Resort to others. Thank you, Nicole, Gabriel and Damian, for turning our stay into such a memorable experience. We look forward to seeing you all again!

Great experience the whole week with a special shout out to the bar staff, Eddie, Gabriel, & Tia! Made my colleagues and I feel welcome each day, remembered our names, and gave excellent service! Thanks for making our evenings more enjoyable!

Brittany by the pool service was attentive and quick with her service and knowledgeable of the campus and surrounding area!

Brittany by the pool was Amazing! She was so quick and very Friendly. Super impressive. Very knowledgeable.

Brittany at the pool service was amazing, quick, friendly and , polite. Happy she was our server!