Javier Rodriguez

Review of Sandestin Beach Hilton

We reserved a Front Ocean view and got an obstruct...

We reserved a Front Ocean view and got an obstructed view by palm trees. Called down to complain and spoke to a Jill, very rude lady
Management: Jill, one of the managers asked me to come down to the front desk area to pick up my breakfast certificates so I stopped by on our way to the beach. I guess she was busy so a nice gentleman assisted me and retrieved them for me, I counted the certificates just to confirm and noticed I was missing 2 for each day. I should have received 16 certificates (4 days x 4 guests), I only had enough for 2 guests, not 4. I pointed this out to the gentleman but he was not aware of the details and called Jill to speak with me. Jill came up to the front right side of the check in area and advised her I only received 8 certificates. She stated she offered me 2 free breakfasts each day for the inconvenience of the room type error but that our 7-year-old was free each day for breakfast (kids 10 and under are free). I said OK...but what about our 4th person? This is not what we agreed on. She lied right to my face because there was no way I would have agreed to such an offer and leave the 4th person out. I registered 4 guests for our room, why would I only accept 2 breakfast vouchers? Jill very rudely kept repeating to me, that is what we agreed on when I called downstairs. I took the vouchers and said I d be right back with my wife and she will talk to you. My wife was PO, we waited about 10 minutes for the main manager to come out and after all that, Jill comes back out. My wife was not having it and told her we were not speaking to Jill and needed the hotel manager. After a few more minutes, we meet and start speaking with Kelcie Faulk-she seemed a lot nicer and more friendly than her co-worker Jill. We explained the entire situation to Kelcie and she said to give her a minute to sort things out and she would try and make it right (their slogan by the way). After a few minutes, Kelcie came back and apologized for everything but that she could only do 12 vouchers this time which would now cover our 12-year-old but would only now cover 3 days instead of 4. We are still livid at this point because they did not put us in the correct room type to begin with and were now going back on their promise to offer breakfast for all 4 of us for our entire stay. After a few more minutes of explaining ourselves and how we drove all this way and chose to stay at this property based on what family and friends said about it, bottom line that was our final offer. We were tired of arguing and just wanted to get on the beach and finally start enjoying our vacation. Kelcie was very nice and showed compassion towards our situation unlike Jill but I guess her hands were tied after that final offer. We took our vouchers but did let Kelcie know we intended to make a formal complaint against Hilton and Jill. *There is more to these vouchers in the breakfast section.
Breakfast: All you hear from this hotel staff is I am sorry about this and sorry about that Everywhere you go, they are constantly apologizing for something-not a good sign. Therefore, I am assuming they give everyone who complains and has issues, breakfast vouchers. I d say about 90% of the breakfast guests pay with these vouchers-you can t miss them, they are bright blue and say compliments on them. So, in the end, we didn t feel valued or received the accurate value for the room discrepancy since seems everyone got these vouchers. Get down there very early or right as they are about to stop serving breakfast because they get slammed. On our last breakfast there, we waited about 45 minutes but that was because the host screwed up and skipped over our name. I had to go up there and point out that 2 parties of 4 had gone before us when we were there before them. Our waitress was also nonexistent and not very friendly. She brought our drink orders and never saw her again until we asked for a manager about our drink refills, suddenly, she appears from nowhere. Aside from the beach, the breakfast food was the only good thing here. NEVER EVER coming back here