Stop! Read my story before you book this hotel! Ju...

Stop! Read my story before you book this hotel! July 25, 2016

When arriving, no one greeted us , no hand towel given to wipe hands and face as given to other guest and we weren t even offered any water. The agent took a while to assign us a room. The manager tell us The room we requested was unavailable. He mentions he can put us in a garden view room for a night and move us over the next day. I reminded him we were only there for (4) days and we didn t want to deal with the inconvenience of having to move to another room. I stated to him the only thing that would make us happy is if we are upgraded to something better. We just went with the garden view. . It smelled like mold and mildew. Our floor had blowers all in the hall. The room needed upgrades. Our balcnly faced the parking lot and dumpsters. The manager offered us to stay at the Hyatt Hotel and we accepted. Hyatt was full. Another manager taken us to the 8th floor of the executive club floor. This room and was up to standards still only partial view of the ocean. We ended up staying. No notice on website about construction.

Day (4) We arrived to our Palapa at 11:45am. . A family was there. My Husband asked them if they rented it. They stated no, the palap s are owned by the government and the public are allowed to use them. Being we are tourist and there are no signs on the beach telling you it s a public beach or the management telling you the public have the right to take a cabana that was assigned to you can be taken by a local. we went to the towel hut to tell them. They called the police. While waiting the locals became rude and irate with us. The police finally came and stated the locals are correct and explained to us the laws. They also took a police report. We proceeded to move away from the locals and the other guest did to because everyone was just disgusted with the entire situation. The locals continued to enjoy their day at the beach. Now my problem is with the Hilton! Why would you put your guest in situations like this? The situation could have really gotten out of hand. Before the cops arrived the situations started to escalate. I felt threaten at one point and it s the Hilton fault that they put myself and my husband in harm s way. No manager apologized to us.

Check out day, the manager who we dealt with upon check in gave us wanted us to speak to Japp van Dam the Director of Operations. I began to tell him our experience. He never apologized, he had an answer for every situation or complaint. I told him about the Palapa incident and how the Hilton should notify it s guest in some form that locals can take it. His response We do that s not the truth because they didn t tell us or the other (10) guest who was frustrated by the situation. I told him about the not knowing it was a public beach. His response was Well Aruba is not for you . I told him about the garden view room his response was Well what makes you think we had a better room to give you . I proceeded to tell him I am done, I will deal with it accordantly when I get back to the states. I walked away from him and proceeded to the front desk where my husband walked to check out with the female manager. He followed me I told him again, yelling at this point I am done, please leave me alone. Now he s getting closer to me. I then go behind the desk where the female manager was, yelling please leave me alone stop I am done. He notice other guest begin to notice so he apologies. I just repeatedly asked for the General Manager. Now I really feel threaten when the Director of Operations is not willing to listen. I m really shaken at the point. We wanted nothing more than to just leave the premises.