Sorry for the delay in responding. We came back from the cruise to a broken furnace. We are in Nj so was pretty cold. All fixed now so all good. Anyway there were a couple of issues with the Hilton Hotel and I think I will be writing feedback to DCL regarding finding another partner hotel. I always assumed Hilton to be an upper scale hotel but I would bet that this hotel is probably a franchise hotel. I tried calling the hotel ahead of our arrival to ask some questions. you cannot call the hotel directly. You either have to use their automated system or text them your questions. I never had that with a hotel before. In the texts the hotel said that we would receive a letter at the front desk regarding the Disney Transportation. Never happened. At least the DCL customer service did tell me that there would be a
Disney Cruise Line representative from 4 pm to 7 pm the night I check in so I was able to go to the representative. I went back to the front desk to ask a question and the hotel manager asked how he could help but you can see in his face that he was expecting me to complain about an issue. The question was about the Disney transportation luggage pickup in the room and he really had a poor attitude and just said we have nothing do with it.
The room toilet was running all night and there was water on the floor under the toilet tank. This had to be an issue before we checked in but apparently I must have been the first one to let the desk know about the leak. Even if no other guests before me let the front desk know, where was the cleaning service that prepares the room. If they actually cleaned the bathroom they couldn't have missed it and should have reported it to management. Another minor issue that I really didn't care about was that an outlet didn't work.
We reserved the room under our Hilton Honors program and not directly with DCL. For regular reservations they list a $30 room fee that includes a $20 food voucher in their restaurants. If reserving through DCL I would not have gotten my Hilton Honors points (I could ask at the desk to ad them) and I would not get the $20 food voucher. When we checked in I asked about the food voucher and was told there is no actual voucher, you just charge the food to the room and they will automatically reduce the bill by the $20. So that is what we did. We went to the Olive and Sea restaurant. The service was very slow including just getting seated and the restaurant was empty. We paid $66 for two hamburgers including a 20% tip that was automatically added to the bill. I didn't try and argue about the tip since that is what I would have usually tipped anyway. When it came time to pay the bill I told the server that we needed to charge the food to the room in order to receive the $20 food credit. Initially he was reluctant to charge the food to the room but did charge it that way. We left thinking that was really expensive but would get the credit to offset t so not so bad. By the way there is no where within walking distance to go somewhere else to eat. When it came time to checkout I checked out though the Hilton App rather than wait in line. I received the itemized hotel invoice in my email shortly after checking out and there was the $66 food charge and no $20 credit. I incorrectly assumed the credit would come shortly after since it was to be applied by the hotel staff but that never happened. At best this was an honest error on the hotel's part. At worst false advertising. If you did into the google reviews you will see many replies by the staff saying how sorry they are to hear about the guests issues and that they will talk to the appropriate staff. Well they must be doing a lot of talking but from my experience nothing has changed. I saw the review score of 3.5 on the Hilton web site but wanted the Disney transportation so I still booked the hotel.
I did speak to a couple of other guests while waiting to board the bus and they were not happy with the hotel either.
