Terrible Hotel Staff and Customer Service
Posted Jul 30, 2016
Hotel located in a very nice area in Sandestin. Close to shopping with beach access with great pool and outdoor dining. Hotel room was large and spacious. However, the cleanliness was disgusting. After out second night, I realized the sheets had not been changed and they had just been making dirty beds. When I called down to get more sheets and bed linens it took about an hour for them to bring them to us. I had stripped the beds and put the dirty linens in the hall. At 12:30am someone finally brought what we needed, but not everything. In the meantime, I called the front desk and voiced my concern. They could have cared less and blamed it on the staff who were not fluent in English. The inside dining in the lobby was the same way the service was horrific and the staff too busy to even be kind of attentive. Last but least, they took my toothbrush and replaced it with one that looked like they had cleaned the toilets with it. Disgusting. I have contacted customer service through the website but have not heard back. Not a huge surprise. Especially after the customer service, or the lack thereof, from the hotel staff and front desk.
Comment from Hotel Management
Aug 18, 2016 by Gary Brielmayer, General Manager, Hotel Management
We are sorry to learn you did not receive the 5 star experience we strive to provide at Hilton Sandestin Beach Golf Resort & Spa. We apologize on behalf of our entire staff as we aim to provide the best customer service around and fell short during your visit. We understand your frustrations with housekeeping and will bring this issue to the attention of our entire management team. We thank you for sharing your feedback with us and hope you might consider staying with us again in the future.