Caribe Hilton

Location very good, but this is a hotel that doesn't quite deserve it's top rating.

The beach resort is in a lovely location but there are no staff working the area, keeping it in reasonable shape during the day and no waiter service. A trip to locations in the Gulf states would be a good place to learn how to be a truly 5 star hotel. The building is tired but rooms in good shape ( Bech wing) although the terraces are tiny and therefore not really used to enjoy the spectacular views. We had dinner ate Mortons which we knew would be expensive but was very good indeed ($300). The hotel is very expensive for what is on offer, we paid some 1600 dollars for two nights and I was disappointed by the hidden "resort charge" 18% of room rate for using the beach resort facilities. However the hotel dress it up, this is a sharp practice and one that means you leave the hotel on a negative. We believe in transparency between customer and hotel, so won't be back.

We had an incident in our room when water began dripping from the ceiling in the area between the main door and the bedroom. We noticed a large chunk of plaster falling onto one of our suitcases that was below the leak and that’s what alerted us. We then noticed that water had been dripping for a while onto that suitcase, which happened to be open on the floor and still had some clothes in it. The clothes were wet but not damaged. We immediately called the front desk and the response that their staff took is the main reason I have given this hotel its excellent score: 1) the front desk offered to change us to another room straight away, without having seen the leak yet (we told them it wasn’t necessary, if the leak could be fixed, because we only had one night left in the room and didn’t want to have to pack all our belongings one more time) 2) a maintenance person was in our room shortly after to check the leak and after inspecting it told us he would look into the cause straight away. He also collected all the chips of plaster that had fallen in the ground and offered to send us the maid service to clean (we said it wasn’t necessary) 3) shortly after two ladies from the room maid department came to the room to make sure we indeed where ok to stay in the room and didn’t need cleaning service. Both ladies were very nice and we told them we were fine 4) then two other gentlemen from the maintenance team came to our room to check the damage and let us know the leak had been repaired, and the water was in fact no longer dripping down 5) we then received a call from the front desk to offer us a $100 credit towards our stay for the inconvenience 6) finally, one of the ladies who had earlier offered us maid service, returned with a card with a voucher for a piña colada or ice cream buffet snack, which she was personally gifting us. This was not a gift from the hotel but from her personally, because we had been so understanding. Her name was Ashley Reyes