Customer Ratings & Reviews
TripAdvisor Traveler Rating3147 reviews
Thank you Kacy Taylor at Hilton Resort of Pensacola...
Kacy Taylor, our front desk host was gave us a brilliant welcome. The room was lovely and the food very good. The art displayed throughout the property made it even more special. We enjoyed every moment of our stay and hope to visit again.
The staff, management, everyone at hotel is so nice. Even though there was construction going on I would stay again. Such customer service! My transport person to airport- Freddie really amazing. :). Would use him again too. Thanks for the recommendation Hilton! Thanks for the great stay. It was such a nice way to end a long FL trip.
Poor customer service
Room was not ready at check in. The room I got smelled dirty. Had housekeeping come and cleaned it the next day only to make it worse. I filed a complaint but still didn’t get any feedback or follow up.
Poor customer service.
Very poor customer service at the front desk. First time feeling unwelcome at a Hilton. Didn’t receive room service order. Front desk didn’t answer when I called back. Hot water didn’t work in the rooms. No parking available. Had to park at another hotel and walk with luggage to the hotel. However the view is Nice.
First, the positives... - The view from the room was spectacular (13th floor). - The breakfast buffet was amazing! Best waffles and omelet I've had (Bit pricey...$24...if you don't have dinning credits). - Some of the staff were incredibly kind and helpful. - Parking, when available (see negative below), is quite convenient. - The beach is beautiful and clean. - The room was clean. - Large, equipped exercise room and nice pools. Now the negatives... - The hotel is showing its age. I've had nicer rooms in Hampton Inns or Home2Suites for half the cost. - They only have two elevators that serve tower two (the larger of the two towers) and one was broken my entire stay. This led to long delays and cramped elevator rides. - The hotel is often used to host parties, conferences and other events. This led to noisy and crowded evenings. It also meant the parking lot was full. They should reserve spots for hotel guests and direct others to park in adjacent lots. - There website does not mention that they shut down some of their services in the "off season". They did not have any chairs or umbrellas on the beach and their outdoor dinning was closed.