Management was so nice! The hotel was so clean and so cute. Check in and check out was so easy and quick. The manger johnathon was so sweet. Overall it was a great experience and i’d 100% stay here again!More
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I filled out the survey I receive as a Hilton Honors member and the reply I got from the manager covered part of my family’s issues but the referenced an issue I never mentioned in my survey.
We arrived and the staff was friendly and kind but the hotel from the start seemed older and worn. Outside the room was a dirty plate, and it stayed there all night. The room was perfectly sized, however as we started to use its features we noticed horrible woodwork and rust all around the bathroom. We notified the staff, but didn’t have time to move, as we also found out the complimentary evening reception was not happening as advertised on the Hilton app where we chose the hotel.
We ended up having to leave to get dinner and didn’t get back until late. My husband was running in the Surf City half marathon the next morning and none of us was well-rested after such a late night.
The manager’s email to me prompted this review. They referenced the heating and cooling system when my concern was clearly the rust and oddly assembled room.
Dear lildevilmama,
Thank you for providing us with feedback from your recent stay. It's great to hear that our staff was accommodating and polite, however, I do regret that you experienced several shortcomings during your stay especially with the condition of the hotel andf the cleanliness during your most recent stay with us. I have communicated these issues with the appropriate department heads to ensure they are remedied quickly. Thank you again for your feedback, and we hope to be able to exceed your expectations in the future!
We had several issues during our stay.
1. There was a dirty plate leaning up against the wall in front of our room.
2. The lighting in the entire hotel, including our room, is quite dim; I couldn't imagine staying there for more than one day. I felt terrible for the employees forced to work in such a dimly light work environment.
3. We were under the impression, based on their description, that a complimentary happy hour is included; this was a determining factor in booking this hotel over another more conveniently located hotel. We ended up spending $60 on drinks with our visiting friend.
4. The lamp next to the bed has 2 USB outlets that only have power if the light is on. Had I not noticed this before going to bed, we would have woken up to dead phones and possibly missed the Surf City race because alarms don't go off on dead phones. I had to unscrew the lightbulb to get the phones charged while we slept.
5. Despite all the issues, they wouldn't allow us to check out 30 minutes later, so not everyone could take a shower after the race in the morning.
6. We paid for a balcony upgrade only to find no chairs on the balcony, making the upgrade pointless.
Dear n8irun,
Thank you for your comprehensive review detailing your recent stay with us. We are very disappointed to learn of your experience at our hotel, and we apologize for the many issues that you encountered. We take the value on your report regarding the condition of the hotel and the cleanliness during your most recent stay with us. We will act on these complaints and will fix all problems as soon as possible. Your business is our priority and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest has a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
Will not come back here again. Encountered multiple issues during a one night stay. Price is not reasonable for the quality of room. Phone was not working and WiFi was unavailable. The Hotel had good customer service however and the staff was very friendly and understanding.
Dear jpitel,
We appreciate you taking the time to share your feedback after your recent stay with us. It is our goal to make sure each guest enjoys a welcoming and comfortable experience, and it saddens us to hear that your time with us did not meet your expectations or our standards especially with the condition of your room and the wifi service.
We are always striving to improve our offerings and that is why your input is so important. Thank you for sharing your feedback pertaining to our hotel. Your voice is very valuable to us and we hope you will return to experience the improvements that we are continuously making.
We apologize for the issue you encountered with the service you received, and we will address your concerns with our team. It would be wonderful to see you again so we can make sure you enjoy the excellent visit you deserve.
Everything was great and the room was very spacious and clean. Only negative would be the nightly parking fee and the hot water. I stayed on the 10th floor so maybe that was the issue. Other than that very nice stay
Hi bbetanco,
Thank you for completing the survey regarding your recent stay at our property.
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.
Not happy that the girl in the lobby let us get a room with no hot water, then the girl the next morning acted like us was our fault, how is a client supposed to know that the water doesn’t reach some parts of the building.
Dear dmaritza97
We are very much concerned with your feedback. Our apologies for the bad experience. Our endeavor is to offer a nice stay to all our guests but failed this time. Actions shall be taken to improve everything on priority and you can have a good stay next time.
I am also displeased to hear that anyone was treated in a rude or unprofessional manner at this property. I do thank you for bringing this matter to our attention and I assure you that this is not the standard that we hold our staff too. We will be correcting this issue for improved convenience in future visits. I hope you will accept our sincerest apologies and we hope to see you again in the future- we promised a better stay next time.
