Hilton Marco Island Beach Resort and Spa — Hotel in Marco Island

Positive Experiences||Dining at The Deck at 560: Both breakfast and dinner were excellent! The food quality, presentation, and pacing were on par with what I have come to expect at a well-rated resort. We truly enjoyed each meal and recommended this to our close friends who live in Naples.||Bar Staff: The bartenders throughout our stay were warm, professional, and attentive. They elevated the resort experience with their engaging service and attention to guests.||Poolside Entertainment: The nighttime musical performers by the pool created a lively, relaxing ambiance that our entire family appreciated. This was one of the highlights of our evenings!||Public Areas & Grounds: The main resort grounds and public areas were well-maintained, clean, and inviting. It is clear that the resort is capable of delivering high standards—unfortunately, those standards were not carried through to our room or the broader guest experience.||Service & Room Issues||Pre-Arrival & Check-In||No Response to Pre-Stay Emails: I sent two messages through the resort’s website prior to arrival and never received a reply.||No Bell Services Upon Arrival: There was no assistance with luggage upon check-in. This lack of a basic welcome service was surprising and inconsistent with luxury expectations.||No Recognition of Hilton Gold Status: My Gold membership was never truly acknowledged at any point during our stay.||No Explanation of Premier Preferred Benefits: We specifically booked a room on the Premier Preferred floor, but no explanation or orientation was given regarding the benefits of this program.||No Transparency Around Resort Fees: The $30/day resort fee was not explained, and it remained unclear what exactly it covered and how it was to be used.||Room-Specific Concerns||Inoperable Balcony Doors: From day one, we reported that the balcony doors would not lock—raising safety concerns since our two young children were sleeping in the main room. We followed up again on Sunday. Only by Monday did someone inspect the doors, confirm they were broken, and inform us that nothing could be done. I did speak to the Chief Engineer personally about this but I played “phone tag” and finally met him at the front lobby. While Nathan was professional and very friendly and I believe he was genuinely concerned about this issue it was added time taken away from the pool/beach for something that should have been taken care of without my intervention.||Poor Room Condition:||The walls were marked and in need of repainting (we noticed a maintenance worker entering behind us as we were leaving our room).||One lamp in the parlor room had a non operation light bulb and the wall-mounted light in the master suite above the painting did not work.||The bathroom door required both hands to close properly seemingly due to poor alignment or a track issues.||The left sink’s hot water was difficult to operate to the point it wasn’t even worth fussing with.||Furniture was marred and in a state of disrepair ||Please see pics of furniture/toilets||Lack of Attention to Detail: Overall, the room felt neglected. There was a clear absence of the attention to detail that defines a premier experience, especially on a floor that promises “hand-selected island luxury” and “a first-class experience.”||Amenity Confusion||Premier Preferred Benefits Not Explained: We were told nothing about preferred seating at the pool or The Deck at 560, despite it being advertised as part of the Premier Preferred Collection. When I asked pool staff and the restaurant hostess, both were unfamiliar with what those benefits even were.||Departure Experience||No Assistance with Luggage: As we struggled to load our Uber with bags at checkout, three bellmen stood inside the lobby and watched without offering to help. This moment, more than any other, reflected the absence of thoughtful hospitality we expected from Hilton.||Late Check-Out Confusion: I requested a 1:00 PM late checkout and was told 12:00 PM was the best they could offer. On departure day, we were granted 12:45 PM, but:||Our room keys were deactivated at 12:00 PM requiring yet another trip to the front desk.||At 12:25 PM, housekeeping arrived to ask why we were still in the room—they said we were to be out by 12:30 PM which was still five minutes early; clearly they were unaware of the approved extension.||Final Reflections||We were never offered a room change despite the faulty doors. I have never and nor could I ever imagine this being an issue that is simply “ignored” at any hotel ||No meaningful apology or recovery effort was made.||No proactive gestures were offered to recover the guest experience.||A room credit was provided and while appreciative, it felt more like a transactional gesture than a genuine act of guest recovery.||The promotional language on your website promises:||“Take your Marco Island vacation to the next level with our Premier PREFERRED COLLECTION… offering a first-class experience you’ll remember for years to come.”|Unfortunately, there was a wide gap between that promise and our...

I’ll start with the Pros: The hotel is clean and nicely located. It’s across the street from restaurants and shopping. An easy and short walk. We stayed in the 1 bedroom King Ocean Front Suite. It has 3 balconies. 1 king bed and 1 sofa bed. However, we had to ask for the extra bedding because it was not in our stateroom. It was lacking pillows and a fitted sheet. They including a flat sheet and a fuzzy blanket. Nothing luxurious. The pool was clean and had multiple access points to the beach. The staff at the bar are alright. You have to wait a while to get their attention. The bell hop service was the best service that we received, customer service wise. They were kind and informative. This is where the cons begin.

Cons: Upon checking in, we saw multiple families being given their rooms before check in time while we kept receiving the same “protocol” prompt. “We cannot guarantee your room before 4pm. We have nothing at this time. We cannot get in contact with our cleaning staff. We have nothing estimated time.” Even after offering to pay the early check in fee. Meanwhile, I saw the same front desk individual, a young man with a super loud voice, giving room keys and estimated times to other guests. We had a baby and insisted that maybe they can call this house keeping staff just in case maybe they had not notified them so we could put the baby down for a nap and change her. We kept getting the same, non empathetic, robotic response. We checked in our belonging with the bell hop service and they informed us of all the kid friendly activities going on in the hotel. Not the check in staff, they did not care about customer service. The bell hop informed us and gave us the times and locations. We found out they had a bounce house area, an activities room, and a mermaid in the pool. We were given wristbands they informed us would give us access to towels and coming back from the beach. They did not work. Incredibly frustrating. Then at the bar we were told we had a room attached to our profile to charge the food and drinks to but the front desk could not give us the room yet. How convenient. To charge us they have access but to let us into the room, they don’t.

I will honestly never return to this hotel again. Despite the location and the rooms, which really are bare minimum, their staff lack empathy, customer service, and Re robotic like. Even at the cafe to order a pizza for my daughter, every answer of theirs is followed with a “BUT”. They really do not go above and beyond. They stay within whatever management has given them and that’s it. I spoke with their manager who seems to be a young guy and new at this. The new generation of hospitality has definitely entered this hotel and it shows. Again, the only people who still embodied the class and hospitable characteristics of what hotels used to be were the bell...

We booked this hotel following good reviews and couldn’t see why it was only a 3 star hotel (especially with the price tag)… after staying there for 4 nights I can see why and am compelled to write an honest review. We had booked a 2 room suite costing $3500 after inputting the guests staying (2 adults, 2 children). And given the price were expecting a nice room. On arrival at the hotel, no one was there to greet us or help with bags, show us where to park.. so we parked ourselves and lugged two kids in strollers and 3 cases into the hotel. Check in was fine, and then a bellman did help us up to our room. The room was spacious, but very in need of updating. No overhead lighting whatsoever. Just a few lamps, which seemed ridiculous. The shower had next to no pressure and covered in limescale. The balcony doors were faulty, and one wouldn’t lock at all. One room had one bed, and another a sofa bed. But the sofa wasn’t set up into a bed… I would’ve expected knowing we had 4 guests this would’ve been set up as a bed on arrival. We headed to the pool which was SO overcrowded, no lifeguard, and so busy. The towels they give you are such terrible condition. So small and incredibly thin, faded and just poor quality. The sunbeds are of equal poor quality and uncomfortable. We found the beach a nicer setting although those sunbeds are even worse. The old fashioned kind of strip bands around a metal frame which are so uncomfortable. It meant we didn’t want to stay in the hotel really, which was nice in it meant we went out and explored, but for the price we had paid it really was not worth it. The second morning I saw another room being cleaned and it was one room with two double beds, which given our kids are 3 and 6 would’ve been much better suited to us. I asked at reception if we could swap and we could’ve swapped the next day, but no money back and would obviously have been a big downgrade. We didn’t want our kids to sleep on the sofa bed (which is appalling it’s called a bed to be honest) as the faulty balcony doors and they are too little / young to be in a separate room in this case. We decided to stick with our room and just slept with 4 in one bed. On our third day we went out for the day and came back in the evening to find housekeeping had left our room open all day. They’d put the lock across which meant anyone could’ve gone into our room all day. My husband flagged this to reception and all they said is that they’d speak to housekeeping… nothing else. It made us feel unsafe to be honest. I tried a few times to queue up to speak to someone at front desk, but each time it was busy and my young kids didn’t want to wait. All in all, we were incredibly disappointed with our stay, and can’t believe we spent the amount we did for such...