We reserved two large suites for our party of six....

We reserved two large suites for our party of six. We only had 2 nights and 2 days at the resort and wanted to spare no expense. This was a trip that my father wanted to take his grandchildren and great grandson on after my brother s recent passing. He needed this to re-center himself and the family while celebrating my brother s memory. We had high hopes of enjoying our time together and showing my brother s grandson his first beach and ocean.
The first night my father's shower door shattered and as a result, he received cuts on his hands, feet and torso. Nothing serious, but since my father is 71, his skin is thin and the smallest cut will bleed forever, which he continued to do the whole weekend from multiple places. We were down to one bathroom for 6 people for most of the trip. They didn't have any other rooms to move us to. Room service took 90 minutes which was unfortunate because the 3-year old in our party really needed his grilled cheese. EVERY time we took a shower, the smoke alarm went off, either waking the 3-year old (if he was sleeping) or scaring him to death (if he was awake). Every time I called the front desk to share the issue, the staff responded with "yes, the smoke alarms do that because of the steam." Great. If you know they "do that," why not fix the problem with appropriate ventilation?
Maintenance, security/first aid team and wait staff were all very kind, but the management team was unwilling to compensate us for the terrible situation we found ourselves in at the hotel. After everything that happened, they were only willing to credit one night of ONE of the rooms back to us.
Such a shame that customers/clients are treated so poorly. It's not like we were being cheap. We never left the resort because we had such a short time there. We continued to spend like crazy at the gift shop and restaurants. We tipped generously at every turn. Why would management treat people this way? YOU DIDN'T HOLD UP YOUR END OF THE DEAL, HILTON. ~$700 a night per room for complete insanity . . . Scratching my head . . .
All that being said, while we were on the beach, watching my brother s grandson play on the beautiful sand and in the gorgeous blue waters of the ocean, we were able to celebrate our family, and for that, we are grateful.