Hilton Melbourne Beach Oceanfront — Hotel in Melbourne

DO NOT STAY in 401, 301, 201, or 101! My HS reunion was great for the short time I was there. I had to leave about nine hours after my Friday afternoon arrival. Upon arrival my hotel room was about 1/5 flooded, near the back of the room. I did not discover it until after getting checked in, getting all my things up into my room, and took a shower. Then I thought I would step out back onto the balcony to admire the beach view… about four feet away from the balcony sliding door my feet went squish squish in flooded carpet. Hotel could not move me… said they could dry it up. So I joined my party for the night, stayed out until after midnight while the maintenance man did his thing. Twice I went up to check on the progress, to find the maintenance guy still wet-vaccing and three large industrial fans blowing on the carpet, room warm from the beach air that wafted in through the open sliding glass balcony door. The maintenance guy had mentioned the room above mine having plumbing issues. After 2am I returned to my room, unplugged the three loud fans, took a shower and went to bed. I lied there for about an hour trying to ignore the ever-increasing damp dank stench or mold and mildew and wet carpet. The strengthening smell rapidly worsening, I could not sleep. I got up to survey the situation… carpet was wetter than earlier… obviously the source of the leak was not rectified. I called the front desk, who quickly and firmly re-iterated they could not move me due to all rooms being booked. So in mad hasty disorganized fashion at 2:30am I had to quickly pack my things, get it all back down to my car, go check out and get back in my car to return to my home about 100 miles away. In the hasty departure I lost both pairs of my glasses that I had brought. So I had to drive home without glasses at ~3am, with windshield kept fogging despite having my defroster on. I was not a happy camper. Woke my house-sitter and my dogs when I got home. After unpacking still could not find my glasses. Later called hotel and they sent someone up to look for them… they were both found in the hotel room. I have to go back to pick them up next Saturday. Despite me checking out proper at the front desk and turning in my key, the morning hotel staff had no idea I was checked out. After I did not show for breakfast with my classmates, some of them had the front desk call my room many times. Worried, my classmates had the front desk staff send someone to check in on me in my room. That is when they discovered I was gone. Then late yesterday afternoon – about twelve hours after I properly yet hastily checked out of the hotel – I got a txt from hotel staff asking how my stay was. So I txt back to tell them. Then the manager called to apologize and assure me all my charges (room, parking, fees, and even one beer I charged to the room) was all refunded to my card. Still, though I am not happy I missed the main big day of the reunion, missed more time with my friends, I was looking forward to swimming and walking on the beach, I missed the big Saturday dinner (that I already paid nonrefundable fee for), and I missed the $1,000 raffle (for which I bought seven tickets for). I probably will not stay at a Hilton again, as they obviously do not check their rooms daily, not even prior to a registered guest’s arrival. There was no missing the swampy carpet that extend the entire length of the back of the room… could not get to balcony or rear couch without walking through it… water up to bottoms of my ankles. After over a year of planning for and anticipating the HS reunion, it was quickly over due to poor hotel mgt...

This was literally the worst hotel experience I've had from top to bottom: the Hilton booking experience over the phone, the room assignments in person, the event management, and general hotel quality.

I'll start with the highlights then recap chronologically:

In a place known for tropical storms and hurricanes, this hotel experienced a rain storm that didn't reach tropical storm level. The water was pouring from the ceiling, streaming down the elevators, and soaking the stairways. The rain was so intense inside the elevators that it seemed unsafe and we opted to use the stairs next to them until the stairs were blocked off because they were too wet. A ceiling tile literally fell from the ceiling a few feet from where we were standing during a weddings cocktail hour in the restaurant and the floors of the restaurant/reception were covered in towels and littered with buckets and trash cans to catch the rain.

The rain also meant that many stays were cancelled and other events were relocated within the hotel. My room, where I checked in with a 1 year old and was given a pack and play, was assigned directly across the hall from a Christmas party. The Christmas party was so loud it could literally be heard from the farthest bed (double queen room) with a sound machine on. The doors to there party were not closed at any time to help diminish the noise to nearby rooms. People from the wedding who choose to book later (plenty of open rooms due to the rain cancellations) were given much more ideal locations. Which makes sense - why would you book ANYONE in the room across from a late night Christmas party?

I left the wedding at 9 to go to bed. When I got to my room and realized the noise I assumed it couldn't go much longer and was probably clearing out. Because, again, why would ANYONE book a room across from this party when other rooms are vacant unless it was early ending? I eventually called in and was told it would end in,15 min but I could move my room if I wanted. Considering the time it'd take to relocate our room, I declined assuming it was ending. It went on until 10:30 at night when finally screaming guests loudly made their way out of our room. Sorry, I mean the venue across the hall.

My final issue was with the Hilton booking service. I explicitly called in to get myself on the wedding block because I didn't want to mess up and not get the right rate. When I checked in, they didn't have me under the block rate so I asked why. She said I was booked under a flex rate that couldn't be changed but did say there was a note saying I was supposed to be given the block rate. The woman I spoke with said she'd check with her manager. When I didn't hear back I went again to the desk in the evening with the same facts holding true and no manager had been spoken to. I was told to come back the next day at 9am to speak to the room director. Admittedly I ended up not doing that and just writing into customer service late at night after the party absurdity.

I've literally never had a worse hotel stay. From the completely unsafe elevators, blocked off stairs, falling ceiling tiles, loud party immediately outside our door, and overpayment... I couldn't recommend this hotel or a Hilton experience less.

I did just receive notice I'd get half my money back for my room rate in a check in 30-days. But even considering that I could never recommend anyone stay here if there's any rain expected or...

Giving this place 2 stars based on my personal experience, it's a lovely hotel on the ocean but Hilton added a bunch of fees they did not disclose at check-in. I booked 1 night when we had friends in town, so technically this was my own $305 mistake...should have stayed home but I booked a $179 per night room. I requested a $22 upgrade to a higher room because it was a special occasion. So I assumed the room would be in the neighborhood of $200 for the night...At check in they charged $252 and told me I would be refunded $50, they charge ahead for incidentals and said that would be returned at the end of our stay...well not only did I not get my $50 back, they charged an additional $2.96 at 4:49am (I'm not even sure what that was for because we were sleeping and nothing on our invoice, and then charged another $50 at 7:59am when I checked out. They asked if my email on file was ok to send invoice, and I said yes, but in hindsight should have asked for a printed copy and questioned EVERYTHING! Honestly its not about the money, it's about corporate practices...at check-in they should have provided full disclosure about the additional fees. I was charged a parking fee, 2 separate room state taxes (for a 15 hour stay), 2 separate room occupancy taxes (for a 15 hour stay), I'm assuming because they jammed us in a room by their conference center, there are additional fees? There are 11 floors, and we were on the 7th...not hardly worth the extra money I paid...I prayed they weren't going to be setting up a conference all night, but was surprised the floor was very quiet...we had a room with a balcony, but could not sit out there and watch the ocean because the A/C units are on the roof below and you can't hear anything except the blower. You can see the ocean, waves crashing, but you're better prepared with headphones and the calm app. We were also hoping for a nice oceanfront room to watch the sunrise, but because they put us in the tower that is perpendicular to the ocean, I had to put a death grip on my phone and ask someone to hold my feet so I could snap a few pictures before getting ready and checking out...It seems like everything I tried to make special about this overnight was lost on this hotel. I don't normally stay in a Hilton, so lesson learned, but to be fair the hotel was clean, it's located in a good area to access all things Space Coast, Melbourne, Eau Gallie Arts District, the staff was nice (could be more forthcoming) and there was adequate parking for weekend after FLA...