Hilton Grand Vacations Club Ocean Enclave Myrtle Beach — Hotel in Myrtle Beach

As Hilton Grand Vacations owners, we were looking forward to our first visit to Myrtle Beach. Ocean Enclave was our ownership property prior to a recent upgrade, so we were excited to finally experience a stay here. We began our trip with three wonderful nights at Ocean 22. The experience there was clean, friendly, and smooth from check-in to check-out. Unfortunately, our experience during the final three nights at Ocean Enclave fell far below expectations.

Upon arriving at Ocean Enclave around 1 PM, we were told our room wouldn’t be ready until 4 or even 5 PM. We completely understand check-in policies, but explained that we had just come from Ocean 22 and this was a continuation of our Hilton stay. We also mentioned that we had baby food and milk that needed refrigeration in the heat. The front desk agent kindly suggested we check with the valet team, as they had a refrigerator and could store our items along with our luggage.

However, the valet staff said they had no refrigerator and couldn’t help. Instead of offering alternatives or support, he returned after speaking to the front desk and told me to walk over to the pool bar and ask them if they could store it. That was our first impression of Ocean Enclave, and it was disheartening. It felt like no one wanted to take responsibility or extend even a small effort to accommodate us, especially frustrating with children and perishable items in tow.

Once in the room, the experience worsened. On our first night, a large cockroach, referred to by staff as a “palmetto bug,” crawled across the kitchen counter and disappeared behind the stove. We contacted the front desk, and someone came with a broom and dustpan. When the stove was moved, there were old food crumbs from previous guests, clearly indicating the kitchen hadn’t been properly cleaned. We also found coffee mugs with stains stored upside down in the cabinet, which reinforced our concerns about housekeeping standards.

We were offered another unit, but after just unpacking with two small kids, it felt overwhelming to move again. We stayed, but on day two, we encountered another roach right outside our room. This time, we took a photo and reported it again. Rather than concern, we were met with defensiveness. A staff member named Carli seemed irritated, insisting help had been offered and questioning what more we wanted. Her tone felt dismissive and cold. We left the conversation feeling unheard and blamed.

We had also scheduled an HGV ownership meeting, which we had to cancel due to a family obligation. However, the staff member we informed apparently never passed that information along to the HGV team. As a result, we received multiple repeated calls from HGV representatives, including calls to my husband overseas, who was on duty at the time. They were under the impression that we were still attending and became concerned. Only after speaking with us directly did they realize we had been forced to cancel and had never been properly communicated with.

What disappointed us most wasn’t just the cleanliness issues, although those were serious, but the overall lack of warmth, empathy, and accountability across the staff. It felt like many employees were unhappy or disengaged, and leadership may not be paying attention to how guests are being treated. As owners, we expect better. We know Hilton standards, and this was far from them.

Ocean Enclave is a beautiful property with tremendous potential, but the current guest experience does not reflect the Hilton name. Basic hospitality, attention to detail in cleaning, and a culture of care must be reinforced. This feedback is meant to help, not to criticize for the sake of it.

We truly hope to return in the future for a much better visit, where the level of service matches the quality we know Hilton is capable...

Rooms - 0 because they gave ours away to someone else Service - 1 Great valet but the Staff in the Lobby and Mgmt. removed those stars.

Can't really say too much about this hotel other than comment on its Managment and Customer Service that I experienced. We were in town for the Worlds Archery Tournament and this hotel was less than a mile from the Convention Center. We had this hotel booked and the confirmation emails to prove it with confirmation number 3272030407.

We arrived and pulled into Valet, decided that would be the closest we would be to elevators etc. and thus unpacked ALL of our luggage and headed to the desk to get our room key. It was at this point the person questioned us if the room was confirmed as they could not find our name in their system, I then gave our confirmation number, and they found it but THEY had cancelled it. ...funny in the Hilton Honors system it now shows like we cancelled it as a late cancellation. But that was NOT the case and not how it appeared at that time. It fully showed our booked room in our name. The front desk person walked away to get her manager who then came out with a chip on her shoulder like we were a problem. (Keep in mind we had been calm and basically quiet as we did not have any idea what was to come). Well... What we received was a very matter of fact. "We booked your room to someone else, it must have happened just after you had booked it, and we gave it to someone else." They apparently did not have any other rooms to offer, and they did not offer to assist us with finding a room at one of the other 15ish Hilton properties in the area and 9 or 10 of which on the beach. They basically told us to see ourselves out and that we could take it up with Hilton Honors. There was no sign of remorse for their mistake.

The gentlemen running the valet was MUCH more friendly and kind. Could tell I and my young daughters were a little deflated and honestly embarrassed and told us we were most welcome to stay in the valet area in our car until we were able to secure somewhere else to stay. He was the only one with care and compassion there. We appreciate him more than he knows as it had been a long day of travel.

Hilton Honors thus far doesn't get very high marks with me either. Yes, they did find us another place to stay. It was much further away from where we needed to be and was higher priced than even the Grand vacations club. They did not offer a discount or anything for the trouble. The girl on the phone was nice but there were no compensating moves made for such a flip up that one would not expect of Hilton. I did today after giving this all a few days after returning home and trying to digest it reach back about and filed a customer complaint... But who knows where it goes. The second property was okish but I could have booked the SAME room on Expedia for LESS which I found out after getting to the new place and unpacking and happening to open my phone and check it out against the statement we were told they upgraded our room for the same money of a lesser room. ...not true. The internet showed it was actually more than we could have booked it ourselves.

Really bad taste with Hilton now. I also learned these "Hilton" Properties many are not under true Hilton Control. WHAT IS THE POINT OF THAT??? I certainly let Hilton know if I couldn't stand beside the quality somewhere or do something about a bad experience, I would NOT put my name on it. Now I will question if I ever book with them again if this is really a hotel they warrant and stand by or one that they will say, well that's not really a Hilton property.

There you go, 3 days post trip and to revisit it and how it was to be just dissed in a lobby of people still stings. If they make things right, maybe I will update...

I am extremely upset about this entire situation and feel like I should file a lawsuit and bring attention to it on social media and make a TIKTOK. On September 16th, 2024, I booked a room at the Ocean Enclave. I was told that due to the threat of a tropical storm, there were rooms available because many people had canceled. Excited, I packed up and got ready to head to the room, but on the way to Myrtle Beach, I was turned around by the police. They informed everyone leaving Wilmington, North Carolina, that the roads and highways were flooded.

Devastated, I assumed I could simply call the hotel to cancel my reservation and rebook once the roads cleared. I was wrong. Ocean Enclave has the worst customer service I have ever dealt with—no compassion and full of excuses. I was passed around from person to person, and no one helped me cancel my room, even though others had canceled without issue earlier in the day.

I called the hotel and was told they couldn’t cancel my reservation and that I needed to speak to the "renters." A supervisor told me the same thing and transferred me. The renters’ representative said he tried to cancel but needed approval from a GM and asked me to call back in an hour. When I did, I was told to speak to the night auditor and that another note had been added to my reservation.

When I called back at 11:00 PM, as instructed, the night auditor wasn’t even there yet. I called again at 11:30 PM, and she told me she couldn’t cancel my reservation and wasn’t sure why I had been told that. She advised me to speak to the manager in the morning. When I finally spoke to the manager, Julie, she gave me the impression everything would be fine if I arrived that day, which was the day after my original reservation.

I drove to Myrtle Beach once the roads cleared, only to find that my room was no longer available. The manager on duty, Shadricka, was completely unhelpful. I was told the only available room was a two-bedroom suite, which was double the price and far more than I needed. When I asked if she could price match or do anything to make the situation right, she said no. After I explained the entire situation and how upset I was, she finally said she would call Julie to see what could be done. She called, then came back and said there was nothing they could do because Julie thought I had a two-day reservation, not a one-day reservation. What difference does that make?

I also mentioned that it would be unfair to pay significantly more for a room and still be required to check out by 10 AM. Instead of addressing the situation with understanding, the manager mentioned having me removed by the police if I did not comply. It is incredibly hurtful to think that your concern was more focused on treating me like a criminal than on making the situation right. I have never been arrested in my life, and to be threatened in this manner was shocking and disheartening.

I will be seeking compensation for my time wasted driving to Myrtle Beach, the emotional distress, and the inconvenience this situation caused me. I have heart issues and was recently hospitalized. I came to Wilmington to visit family and thought it would be a good idea to relax by the ocean. Instead, I was left stressed out, sitting in my car, with no room and no help.

This has been the worst experience I’ve ever had with a hotel. As a business owner myself, I don’t usually write bad reviews, but this situation was ridiculous. Most hotels allow cancellations for road closures or severe weather. Had my reservation been canceled when I first asked, I wouldn’t have driven all the way to Myrtle Beach, only to be left stranded. I plan to share this experience everywhere I can because the treatment I received was...