We lived in Naples a few miles from the Hilton for 9 years and visited the ballroom for various events/shows and Shula’s for dinners for years, so when we returned for doctors appointments and to see friends/neighbors…we decided to stay at the Hilton.

It is January so season, we knew the beach hotels would be packed and the Hilton does have a great location for OUR weeks needs.

The Good:

1. Shula’s breakfast was delicious, we had 3 breakfasts here and the service & food was great. Hilton gave us $15/pp/day towards breakfast. We liked this policy so we could get what we wanted, hot and fresh vs a breakfast buffet as in other Hiltons.
2. Tons of FREE self or Valet parking
3. Location for a non-beach hotel, close to shopping, restaurants, shuttle to beach on the hour, proximity to 5th/3rd without being in the hustle.
4. Refrigerator in the room. We got bottled water at the CVS up the street.

Average:

1. The fitness room was decent, Precor equipment, towels, no bottled water. 2. The pool is adequate for kids but if we/adults were sun tanning…the loungers are basic and no real service.

Terrible:

1. The front desk staff is awful, zero people skills, the don’t raise their head to say hello, zero times did anyone say Good Morning in 6 days, if we called the front desk it took minimum 6-7 rings before the pick up and they never knew the answer. It’s obvious the front desk employees hate their jobs.
2. Husband is Lifetime Diamond and zero upgrade nor effort at all to recognize the status.
3. Very old rooms, bathrooms have rust on the shower head and around the glass doors, our shower leaked, the sink drained at a snails pace, the mildew smell in the shower was strong, the towels are basic, the sheets average at best, the toilet runs forever before cycle completed, the HVAC didn’t work properly, it was freezing or hot and very damp. The sheets were damp. The mattress was so firm and pillows hard and flat my neck was stiff daily. Let’s say it was the worst room we’ve stayed in probably in the last 30 years.
4. Turn down was not standard, we called for it 2x and it was basic so we didn’t have it again. No water, no chocolate, no turn down the lights or put music on the TV, didn’t close the drapes. Basically just replaced the towels.
5. We left the room 10am one day, housekeeping was on its way into our room. We returned 5pm and our door was ajar, the bolt flipped to proper the door open. Our room was open all day! We told the front desk manager & called HHonors to open a ticket shortly after 5pm. Then we spoke the next morning with the guest services supervisor Diane, who was very nice, apologized, found out what happened, and frankly was the only hotel employee who cared at all… she gave my husband 54K points in his account, she did offer us dinner at Shula’s but we declined. We really didn’t want anything except answers as nothing was disturbed in the room. It could have turned out differently, so I guess we were happy our possessions were fine.

We expected a solid 3-4 star hotel, probably more 4 star being in Naples… but truly this place is a 3 star hotel with 2 star employees. We will never stay here again and never recommend it. I realize allot of guests like it here as seen by below reviews. All I can say is to manage your expectations, and if you’re a seasoned traveler or expecting luxury at all…readjust your expectations or stay elsewhere.

*Follow up- we have heard from management after our post, so that’s a plus for them… but still wanted to post on Google for potential vacationers to make their own decision on our review and their vacation hotel choice.