Hilton West Palm Beach — Hotel in West Palm Beach

Full disclosure: I did NOT stay here. Two of my friends did, & they both complained to me about their visit.

We were in West Palm Beach for the very first time to attend a conference at the WPB Convention Center (connected to the Hilton).

I accidentally made arrangements at the nearby WPB Marriott while they correctly reserved space at this Hilton.

From their check-ins, all I heard were complaints, especially about the service.

Well, no, wait. That's not quite true. One friend did rave about her room after check-in, saying how posh her suite was. She described a very nice room to us (but I never visited, so I can't judge), but AFTER that, every time either friend spoke about the Hilton, it was to complain.

My interactions w/the hotel were for lunch. We ate at the Mezze. The service was fine. The wait staff was friendly, accommodating, and attentive.

My complaints about the restaurant were (a) its size & (b) its menu.

So, size: It was a smaller establishment, less restaurant & more bistro. Its compact size made dining a little tricky for my friend who's disabled & uses motorized transport. The staff was VERY helpful in seeing to its storage, but it was still a bit tricky for her.

Next, menu: We decided to eat there because my friend checked online & found its menu. I saw Veggie Burger listed & decided on that. (I haven't had a good veggie burger since I last ate at Marie Calender's.)

So we went. The menu, it turns out, is only a page long (the flip side is ALL beverages) & did NOT have "veggie burger" on it. So I inquired, "Do you have veggie burgers?" Our waiter (a very sweet man) said he would get me one. My friends ordered a burger & a chicken sandwich. Their orders came w/these HUGE sandwiches & a wire basket filled w/gorgeous French fries!

What I got, however, was a boring plate of 2 slider-sized veggie burgers & NO fries. (My friend shared hers w/me.)

Now, you may be thinking, "Yes, but you got your veggie burger."

No, I didn't. The online menu talked about a VEGGIE burger -- made of grains & such. What I got was a faux-meat burger (what's the "in" thing now? An Incredible Burger or Impossible or... something?) topped with... mushrooms! 🤢

I HATE mushrooms.

And these weren't your average sliced mushrooms, which I could’ve handled. These were small-capped mushrooms w/their long, skinny stems still intact. And, oh yeah. They were cooked... & slimy! 🤮

But we were on a time limit, & it had already taken time to get our meal (my fault for ordering something not on the menu), & since my friend was paying, I ate... mushrooms & all... until I just couldn't.

I was reared to try something before deciding you don't like it. Well, I already know I hate mushrooms, BUT I've never actually tried those gourmet things, so I ate.

And wished I hadn't.

Ugh. They did NOT taste good.

Again, the staff = A+. No complaints w/the staff at all. (But I'd order off the menu next time.)

My other friend found a great deal wrong w/the Hilton's cust. serv. She had problems from day one & told me, "You were right to stay at the Marriott. I'm not impressed w/this place. It costs WAY too much, & the service is TERRIBLE."

The only thing she liked about her stay? The pillows!

Otherwise, she had issues. She got in late & was hungry. She checked in (issues here but can't remember what) & got to her room. She tried to order room service. Her phone didn't work!

So she used her cell to call the front desk. She asked about room service. The woman didn't seem to comprehend my friend's words. (Don't know why. She speaks perfectly good English.) So she explained the concept. The woman said she needed to use the room phone for that. My friend explained her phone didn't work.

Did the desk clerk send up someone to fix it? Nope. Did she take my friend's order herself? Uh-uh. She just said to call the restaurant!

My friend ended up at the minimart downstairs & wasn't happy.

Because I'm running out of space, I'll stop. I think you get the...

It was my mom’s birthday & Mother’s Day. We figured this would be an awesome girls getaway. Upon arriving at the property, we were very pleased with the aesthetics. Next, we were disappointed to find out it was valet only and overpriced valet at that. If you have no choice but valet, it should be a lower fee. We valeted and went in. Brittany at the front desk was very friendly and pleasant. A bell hop (I wish I had caught his name) took us to our room and showed us around. He was awesome. We went to the pool at around 4:50. We had to hunt for towels and pool chairs. We finally got settled in and were waiting for a server but one ever came so I went up to the pool bar to find out it closed at 5pm. Absurd. The pool is open until 10pm. Check in is 3pm. Why on earth would the pool bar, at a Florida hotel, when the sun is up until after 8pm, be closed? Anyway, we were instructed to go inside to the Galley bar and order drinks and take them back to the pool, so we did. We were our own servers all night and that was fine. Rich at the Galley was amazingly nice and made our day. We went upstairs to change clothes to go back down to go inside the Galley to eat. At this time, it was about 7:45pm. We walked up to get a table and they told us that it is reservations only. Now please tell me how it makes sense that a hotel has reservation only at their only dining option after being forced to valet. We were told we can order food to go at the bar and take it out to the pool to eat. We did. We also saw plenty of “reserved” tables that didn’t get sat in the time that we ordered food, ate and paid. Why? Why does a hotel have reservations only? It’s really stupid. It needs to be disclosed up front. We came with the intent to not leave the property and what’s sad is all we wanted to do was leave. The mushroom pizza was delicious and worth the wait for. Rich at the Galley tried his best to cheer us up and he really was super personable and a great bartender. We headed upstairs to sleep. We all woke up with backs that hurt from the very broken in and uncomfortable beds. We are hoping for a better experience for our Hilton stay in July. This was just not the experience we hoped for, for a birthday and Mother’s Day weekend getaway. I give this stay 2 stars because the staff, namely Brittany and Rich, we very kind and personable. The property is pretty. I suggest disclosing your hot tub being closed (for no reason), your pool bar closing at 5, and your only dining restaurant for dinner being reservations only. This is why I lean toward my Marriott rewards vs...

Did not have a good experience at this location. Stayed at this Hilton For 3 nights just checked out on Friday. Let’s start with the fact that there is valet parking only and it is an extra $45 a night and I was not made aware of this while booking my room. I paid extra money to upgrade my room to a city view but was given a room with no city view just the view of a cemetery! Just imagine how disappointed my kids were! My husband went down the next morning to let them know that we weren’t given the upgraded room we paid for and was given nothing but attitude by the front desk worker named Bambi. She did not really care to fix the problem and was very rude. My husband didn’t give up and made sure we got what we paid for! Not one employee smiled or had a pleasant personality they all looked unapproachable, miserable and like they didn’t want to be there, besides the guys from the cabana bar by the pool they were nice. Upon check in I was told there was a $30 a night fee which I was fine with but After I checked out I was charged $153 when I called to find out what else I was being charged for all they told me was that the fee is actually $35 plus taxes and fees per night not $30 when I asked what else I was being charged for I received no explanation. I was told that the manager would be calling me in a hour and I never received a call. It has now been 2 days and nobody has reached out. The hotel is beautiful but the ac in the room was very loud and kept us up at night and on the 2nd day the elevators were taking us to every floor except the one we were pressing, it even stopped mid floor for a few seconds a couple of times. Got out of that elevator and into another that did the same. Although the hotel was beautiful customer service is more important to me then anything else and this location lacked that! I really wish I was refunded or compensated for the night that I stayed in a room with a cemetery view instead of what we paid for and also wish someone would give me a explanation with my charges. I do not appreciate hidden fees and there are a lot of them at this hotel. I would atleast appreciate a call with an explanation. Won’t be returning to this locations and do...