My wife, baby daughter and parents had a 3-night stay here. We were very excited for our stay as the property looked beautiful online. However, to say this trip was a disappointment would be an understatement. 1) Every single day the key cards stopped working and we had to wait in line at the front desk to get them remade. 2) They delivered us a “complimentary' microwave to use, but then charged us $50 for it. (They eventually removed charge later, although it took almost an hour to do so) 3) On our first evening of arrival, after a long day, the fire alarm was triggered. Us and our baby daughter were unable to get back to sleep. (No explanation was given) 4) Upon checking out there was a charge of over $3500 on the bill! The room was booked with points and shouldn't have had any charge. THEN the front desk agent said he was unable to remove the charge and I should wait to speak with the manager. I couldn't wait as we had a long day on the road ahead of us. He said the manager would call me in an hour or two. The manager never called! I called back 3 times! Waited on hold for 20-30 minutes each time and could never speak to the manager. FINALLY, Olivia at the front desk confirmed the charge would be removed and that I would be contacted via email or call from the manager for some sort of compensation such as extra points or credit. AGAIN, no call from anyone.... I am still waiting. 5) I was suppose to receive 3 $50 food and beverage credits, however I only received 1. 6) There were more small problems with the room/hotel as well. This was definitely the worst stay I have ever had at a Hilton hotel, let alone a WALDORF ASTORIA. I would have had better service at the Holiday Inn Express. If your looking for a nice relaxing vacation spot, I would recommend staying ANYWHERE, but here. Also there is a Ritz Carlton right down the street that is beautiful and they don't do these things to their guests. I AM STILL WAITING FOR MANAGEMENT TO CONTACT ME.…
This is our second time staying at this property and used our Hilton Night Certificate for our stay. On this trip, we celebrated my son's 11th birthday. As a Hilton Diamond Member, we were upgraded to a Poolside Fireside Terrace Room. This property has beautiful grounds. Just amazing. Loved the private beach club access via golf cart. WA Monarch Beach team was wonderful especially the team that made us feel at home: Guest Relations: Juainda Front Desk: Chantal R and Nicole M. Bellman: Lyle A. Vallet Staff: Alejandro P. Pool Side Staff: Stering Beach Club Server: Jasmin Hilton App Chat Customer Service: Ariel Pros: Comfortable Beds Clean Rooms Spectacular Service and Staff Private Access to the Beach with Chairs and Umbrellas Cons: Our stay was too short Rooms 5/5 Stars Service 5/5 Stars Cleanliness 5/5 Stars…
The stay was extremely subpar for many reasons. First of all, the rooms we got were not as shown as when we booked them online. We booked the King guest room with Terrace, and got a different room, which was on the ground level. They were not flexible with changing the rooms at all.There were multiple weddings every single day, and since they gave us a room on the ground floor, they were right in front of the patio, leaving us with absolutely no privacy and peace. Secondly. we had to pay for a lot of things; even to use the lap pool, we needed to book and appointment at the spa .Overall, the hotel was overrated, and just not worth it.
The location is beautiful, the details are many, the looks are awesome. However there's something really badly designed, the bathrooms, a bathroom door that's got openings , so there's no intimacy and can't even pass gas or going #2 without annoying others or feeling uncomfortable. Plus no fan in the bathroom, just a vent. An additional weird opening from the main bathroom , so all the sound can go to the bedroom, wondering what kind of drug the designer was on. Finally really difficult to move around the massive place looking for elevators, they're should be signs. Come on, change all the damn bathroom doors ro solid ones already and put fans inside.
Just returned from a one night at WA. Everything is amazing, Resort, Views, Trails, Beach, Room, Food etc. But most of all the staff. Started with email contacting me about few day earlier. Thank you so much Lucinda, your present was really appreciated by kids and adults. I'm a Diamond Member and I was upgraded to a Pool View Room. Mr. Lanza was very helpful with luggage and with the Room description. Tram to the beach was super and the man helping with towels umbrella and chairs was very kind. Overall a demonstration that the staff can transform an fantastic resort into a Wonderful Experience!
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