Hilton Cocoa Beach Oceanfront — Hotel in Cocoa Beach

Terrible service, booked a room that I couldn’t use last-minute thanks to franchise policy.

I booked a stay here at Hilton Cocoa Beach Oceanfront with my girlfriend for saturday/sunday overnight. We had planned a beach trip in advance.

I booked our stay online through Hilton’s official website. I added myself and my girlfriend as the two guests being booked (second guest info not required), and the website specifically confirmed that minimum age for unsupervised guests was 18+ ‘adults’. We’re 20 and 19. Given that my own mother has a history working with Hilton, we were aware that some Hilton locations were 21+ only. This is why we specifically verified legal adult age for this hotel that we booked on Hilton’s own website for this specific Cocoa Beach resort. We were able to fully book & provide payment information for our room on the official Hilton website for this specific location with no issues as well.

We were appalled to find that after all of this, we were asked for ID at the front desk just to be told that we weren’t able to ‘book a hotel room under 21’ (even though we already BOOKED the hotel room).

How is it possible, let alone acceptable, to simply reject fully booked customers over an age requirement at this particular location that you purposefully misrepresent on your own corporate website for your specific location? How is it remotely legal that we were able to reserve this room in the first place, let alone be told we’re above the age limit just to be rejected last minute over franchise policy?

Thankfully this was a small one-hour ordeal from home. But this could be absolutely unacceptable for others who may be fully booking hotel rooms in advance for long travels. What are you supposed to do, potentially thousands of miles away from home vacationing in Florida, when the hotel room you booked and supplied payment info for is suddenly inaccessible when you arrive in-person? Where are you supposed to sleep then? This is a disaster waiting to happen for the unknowing customers that Hilton is exploiting within the 18-21 age bracket. Insane!

We asked the front desk for a refund for our already booked room. All we were told by front desk staff is that they would cancel the reservation, refund the charge, and ‘it’s all good’. We never even got a singular receipt. They didn’t even ask for a card number for the refund!

I don’t trust companies when they’ve already exploited me, so we double checked by calling Hilton corporate and having an agent verify that we were to be fully refunded for our room that we could never even check into. Then the agent was the first representative to actually retrieve my card number to process the refund to. They also checked with head of management at this location and informed us that we wouldn’t be charged a ‘cancellation fee’ as if that had any benefit to us. HILTON cancelled our room, NOT US. Our EXPECTATION is that we receive NO fees because we never stayed or cancelled! Regardless, at least Hilton Corporate was able to ensure that we weren’t paying for a useless hotel.

You know what really pisses me off? I guarantee you 100% that the front desk staff that ensured us that ‘we’re all good’, and that we would not be charged at all, had ZERO intention of actually cancelling the room. They never even brought my name up on their systems after figuring out that we were under 21, they never asked for ANY card information relating to the booked hotel room, and they simply rushed us out of the hotel so that they could tend to the massive line of customers that they were barely managing.

I guarantee you that if we waited until as soon as tomorrow to call corporate, let alone took front desk’s word and nothing else to ensure our hotel would be cancelled, we would be charged by tomorrow for a hotel we never stayed in, and chances are we wouldn’t be able to get refunded for a hotel we already booked and ‘spent the night at’ (never did).

Ridiculous. I will not be visiting Hilton anytime regardless of age when they can’t even handle their own corporate...

Hilton tries to do resort but doesn’t even provide the basic amenities at an airport hotel. ||Nicely renovated. Everything is an enormous up-charge. I’d go anywhere else on the beach included Best Western at next door at the Resort at Cocoa. They have reasonable prices, better pool, shared library and vending machines. ||Picked this hotel because it had cruise/airport shuttle but read the fine print. They wouldn’t pick us up from cruise port because we weren’t already checked in. So we had to rent a car that they then charged us $15 a day to park! But I didn’t know that until check in. ||There’s no real information or communication about how to get beach towels. Don’t assume anything but water is included. I saw more than three people go back inside to ask where they were to find out that they were in a pink bin by the pool. Pool attendant requires name and your room number to get the towels, but there’s no checking them back in?Getting two chairs and an umbrella cost us $55 bucks. I’d recommend you Go next-door and get a bigger umbrella and more comfortable seats for $35. In fact, beach rental was the only place that was fully staffed and it had four porters on their phones even when Beach Rescue Rangers were deployed and nearly every adult on the beach looking for a missing child. Staff wasn’t even interested in an 8 year old grabbed by the riptide. No lifeguards at pool or beach, Another fail, there’s no signage of where to rent chairs so you walk all the way out to the beach to the porters and they send you back up to the pool to rent at the pool. Pool was a huge letdown and was very small. Not enough seats. I didn’t stay long because of overcrowding and extremely loud unattended children blocking stairs I paid extra for a coastline view, and it was essentially the parking lot and the roof of the lobby. Totally gross. It’s obvious they spent the money on the upgrading showers etc and are looking to recoup. But at the very end of the strip, there are many rooms much nicer on the strip for $200 a night especially considering that buffet breakfast cost us $23 a person we arrived at 10:30 and we were told if we wanted to get something to hurry up and get it because they were closing. Literally had staff putting stuff away as we’re trying to grab breakfast I’ll be at the last moment. Coffee at Salt was so bitter and not drinkable which is saying a lot. I’ll drink any Java but it must have sat. Then charged us four dollars for milk even though there is milk at the buffet, but we never saw it because it was put away. We had great service at castaway Beach bar, salt restaurant, and longboard. Nachos and Mango Sunrise were exceptional. Kathy at Salt and Ana at Longboard were exceptional servers. We also got to watch the Space X launch from the tiki bar. Despite do not disturb sign, cleaning staff came in and woke after long flight. The next day, they never replenished creamer. There is no coffee available downstairs because $tarbucks and it wasn’t open at 6 AM. ||Definitely don’t assume for the rate and photos that anything extra or special about this place. It’s clean and restaurant staff is adequate. Everything else is disappointing, overpriced and...

Pros - Friendly staff Beautiful outdoor bar/restaurant Clean hotel/rooms Nice large tv’s in the room Comfortable beds Nice workout area Valet available King size pillows Mini fridge in room Nice splash pad for the kids Delicious gelato - but rather expensive $9 for a small cup They supply large bottles of lotion, shampoo, conditioners, and body wash. Housekeeping cleans rooms daily.

The valet guys and front desk are the sweetest!

Cons- The public “non paying hotel guests” can access the outdoor Tiki bar, pool and beach. I was under the impression it was a private beach.

The pool was nice the first night and after that the kids were out of control and jumping into the water and doing flips as their parents drank and didn’t watch them. We noticed several people who were not guests enjoying the pool and leaving. They were older teens who were jumping and doing flips in the water.

Rooms - very high beds that are difficult for people who are short, who had back and hip issues and make it hard to get onto the bed. The small, short dresser is very low to the ground and people with back issues and can’t bend are unable to use it.

Showers are very slippery

Bathroom as a night light that lights up the room and night even when the door is closed.

Outside bar and tiki bar - very, very weak drinks!

After 6pm the pool is rather chilly

The towels for the pool are not replenished often and guest just leave there's on lounge chairs and take them up so others can’t use them.

They allow non guests to use their parking lot for $20 switch then makes the guest to park further out because the lots gets filled up.

Smaller sized pool

Housekeeping threw my rx meds away and I’m out until I return home in a few days.

The pillows smelled of bleach for 2 nights which burned my nose and throat.

If you like very low - to the floor toilets you will like this. For someone with hip and back issues these bathrooms are very painful. The toilet paper holder and toilets are extremely low to the ground. Maybe we should have asked for a handicap bathroom, but this is what we got and it was rather painful.

Not a full ocean view which was sad. More of a side view and view of the top of the hotel.

responding to their response- if they do not allow off the street visitors to use their pool they should close the park lot access gate and keep someone at the pool at all times and not just in the day*

I had a drink in front of me and our server jumped down my throat about my daughter drinking it and she had just sat down and is of age though but the way she said it was extremely rude and we almost walked out!

The peal and eat shrimp were disgusting! I...