Hilton Naples — Hotel in Naples

Hilton has always been my go-to hotel brand whenever I travel. I’m a Hilton Diamond member and truly enjoy the wide range of properties in their portfolio. That said, I’m writing this review to warn fellow travelers about a serious issue I recently experienced, something I rarely do, as I almost never leave negative reviews.

I booked this particular stay using the Advance Purchase option on the Hilton website, which offers a lower rate in exchange for a nonrefundable, prepaid reservation. This means my stay was paid in full at the time of booking. Upon check-in, the front desk agent acknowledged that my reservation was fully prepaid.

Two days later, on the day of checkout, I personally went to the front desk, paid for my breakfast charges at around 11:45 AM, and asked for a receipt. I then left the property.

To my surprise, at 3:03 PM—three hours after I had checked out—I received a live notification from American Express that I had been charged again for the entire stay.

I immediately called the hotel. The manager, Jenna, informed me that she had manually charged my card because, according to her, the hotel had not received the payment from Hilton’s Advance Purchase system. This was extremely upsetting and, in my opinion, completely unacceptable. I had fulfilled my end of the agreement and should not be penalized because of an internal issue between the Hilton property and Hilton’s corporate billing system.

What made the situation even more frustrating was that Jenna, the manager, asked me to call Hilton to find out why the payment hadn’t come through. I firmly explained that it was her responsibility—not mine—to contact Hilton’s Advance Purchase department and verify the payment. Eventually, she did make the call, and Hilton Advance Purchase informed her that the charge had "just posted."

That explanation was completely inaccurate. My American Express account clearly showed that the original charge had posted two days earlier. The manager’s and Hilton Advance purchase actions and explanations felt evasive, and frankly, dishonest.

It is also important to note that Jenna claimed she had charged my card while I was still at the hotel. That was completely false. AMEX confirmed that the second charge was made at 3:03 PM—after I had already checked out and left the property at around 11:45 AM. Using my credit card after I had departed, after my bill was fully settled, and without my permission is a serious violation. That is fraud, plain and simple.

Even more troubling was the claim from Hilton Advance Purchase that because the charge had been pending for 48 hours and "just posted," the property had the right to charge me again. That logic is entirely flawed and unacceptable. The moment Hilton receives an authorization for an Advance Purchase booking, AMEX immediately allocates the funds to the reservation. There is zero risk to the property of not getting paid. Using a “pending” status as an excuse to double-charge a guest is not only misleading—it borders on fraud.

I was charged twice for the same stay and now have to wait for a refund through no fault of my own. This experience has deeply shaken my trust in this property.

My advice to all travelers: Always check your credit card statements, even if you prepaid. I was fortunate to have real-time alerts set up on my card. This could easily have gone unnoticed.

To Hilton corporate: Please address this. Charging a guest twice and placing the burden of resolution on them is not only unethical—it’s potentially fraudulent. This kind of practice is unacceptable and undermines the trust loyal customers like myself have placed in your brand.

It’s unfortunate because the hotel itself is lovely and well-situated. I hope management resolves these billing issues so other guests don’t have the...

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: 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. Tons of FREE self or Valet parking 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. Refrigerator in the room. We got bottled water at the CVS up the street.

Average: 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: 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. Husband is Lifetime Diamond and zero upgrade nor effort at all to recognize the status. 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. 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. 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...

Me and my wife had the worst experience at Hilton Hotel in Naples, FL. Its started out good at first, because front desk receptionist, Bella Hernandez, gave us upgraded room on Executive floor, which was nice. She said that they are only 50% occupied and it was not a problem to upgrade us. But when we went up to our room we noticed that the ceiling above our bed has water leak and its still mushy and damp and there are little chunks of ceiling peeling and some on the floor, and ceiling is stained too. I called and told Bella at front desk that there is a leak above our bed. She offered to move us, but to a room with two queen beds. She asked i go get the key from front desk. We moved to our next room and i wanted to make my wife some tea, using the keurig machine. Except when I was ready to poor water into machine, the inside of machine tank was covered with brown stains. It seems like it was not used for awhile and last time it was used noone cleaned it. My wife went to bathroom to refresh and take shower. Right before sitting down on toilet, she discovered that toilet sit has mold all around and slightly dry drops of urine all over the toilet seat cover. It looked like they didn't clean the toilet from previous guests. I called and told Bella at front desk, she said come downstairs and I will look for another room for you. I came down and show her pictures I took. She didn't even say sorry. She rolled her eyes and said to her valet guy at hotel to go check the 3rd room. He called her within few minutes from his walkie-talkie and told her room is clean. This room was on 2nd floor, so we packed our stuff again onto the hotel luggage cart and went to our 3rd room. I decided to check room right away, before we unload our things and the bathtub has small cockroach crawling around. I was shocked. After all, this is Hilton and high rated hotel in Naples. I decided to go straight downstairs to report to Bella and showed her picture. She was annoyed by me and said it's time you check out now. She did not apologize. I said that we been moving to 3 different rooms late at night and wanted to check in good rated hotel to relax after our long day and not deal with their housekeeping issues. She said we will compensate you by refunding your stay. I said we just checked in an hour ago and now we getting kicked out of the hotel and have to look for some other place in the middle of the night, because it was already past midnight. She said i am the manager here and there is nothing else I can do for you and that we must go now. I know Hilton is a good hotels overall but obviously this Hilton is being operated by someone who should not be in guest services. Their housekeeping is obviously not up to Hilton standards. They need a contractor to fix their roof leak, because water is getting in their best rooms on the 4th floor and their manager dared enough to actually kick us out. I felt liked I was looked down because she was "nice" to upgrade us to a better room and maybe that's why she probably thought that if we got upgraded why are we complaining, BUT why would we not complain?? They needed to know what is going in their rooms and its not even our job to tell them. We should of got moved to a room that is truly clean. I hope that Hilton supervisor will see that they need to improve, because what we experienced was more like Motel or cheap...