When I booked the room it stated it had a balcony. When I arrived, it didn't. The employee at the front deck stated she would try to find another, but then said since I used Booking.com she couldn't do anything.

Balcony

Common area, y’all changed since my last visit 11/2/23

Convenient location to everything.

Remodeling but should be nice when finished.

The bartender at the in-house bar was extremely pleasant to deal with and the drinks were good. I would definitely recommend the Bloody Mary's!

It was under construction and the pool was closed. We were not notified before our stay. Also, we were charged for parking. This was not disclosed when we made the reservation. Staff at the front desk was unfriendly at best.

I loved the pool. The breakfast buffet was delicious.

I thought I booked a balcony room facing the pool but our balcony faced the parking lot. I also thought a shuttle to the port was free with the stay but found out it wasn’t. I wish that would be advised more clearly. That was not a breaking point. We will be back.

I know we had a free upgrade and we didn’t get it. When I put food in the fridge there was food already there from a previous guest.

When we got there, we were assigned a room that was already occupied, Super Awkward! We booked through booking.com with free breakfast. The front desk didn't see it. We had to argue. We didn't have shampoo/body wash in the room. The floor tiles were loose.

The location was amazing, with nice restaurants in walking distance and being across from the beach! Very close to the piers..

Let’s start from the beginning.. booked the room and decided to splurge to have a night of luxury! Booking was easy and cheaper compared to other sites.. My husband, the kids and I arrive on a beautiful Friday about 10 minutes til 4.. lobby was full for check in, ahh I was thinking it must be a good choice.. hmm.. as I wait my turn and get the checked in, I had to choose which parking option I wanted, I could self park for some amount or pay 10 extra dollars to valet Park .. total ($30) this way we have them bring the car in and out as much as we want unlimited so of course for the $10 difference why not!? so after walking to the furthest elevators to a certain tower up to our room, I realize we are in the wrong room. I called down there. She tells me to come down and she will change the room, mind you there’s three kids two adults and a couple suitcases. Go all the way back downstairs stand there for another 20 minutes while they try to find me and my room as they have no idea who I am. They mentioned my address and many different countries. By that point, I’m getting very frustrated. My children are tired. My little one doesn’t feel good and then come to find out. They had given me the wrong room originally the first person that checked me in did everything wrong and now I’m being changed to another tower to a different room Not at one point did anyone asked to help with their luggage assist us in anything they could clearly tell it was a difficult situation that was going on the gentleman on duty. Tried to assure me that I needed to calm down that was gonna be OK after making it up to the second room. We are in a small room totally fine cute room ..walk outside on the balcony and how am I supposed to see an ocean? That’s supposed to be a dolphin room when I’m looking at the parking lot of the restaurant and the hotel on the side so the balcony with the ocean view turned out to be a hole in the wall.

Too clean , the ocean views, the location

It’s remodeling and working on construction

Lo que pudimos observar del hotel, se veía bien y las habitaciones eran cómodas

La mánager del front desk fue muy grosera al explicar un asunto del desayuno incluido o no, llegó a decirme tradúceme tu teléfono por yo no le entiendo, cero amable. El personal de al rededor meseros y recamareras fueron muy amables probablemente por eso se notaba demasiado la diferencia. La alberca está fuera de servicio. El wifi no servía.

Location and gym

No pool or hot tub working

The location and the gentleman named Aaron. Those were the only two things about this place we liked. Aaron was so kind and helpful and he took the brunt of everyone’s disappointment (we were not the only guests that were not pleased). He was amazing and honestly we probably would have left and found other arrangements had it not been for him and all he did to help.

After several notes and follow ups at requesting an ADA room as my husband is in wheelchair, and waiting over an hour for an ADA room to be cleaned upon arrival.. we FINALLY get to our room and there is a tub in the bathroom.. definitely not handicap accessible. Thankfully Aaron made it right and we moved to a different room. Shuttle was NOT handicap accessible for our cruise the next morning and our boarding time was 10:20. After being told “oops, we are tryin to figure it out “ we finally make our own arrangements (parking ourselves, which meant me pushing my husband in his wheelchair and 4 suitcases with our two daughters in tow and paying an additional $150) the hotel staff finally calls at 11:45 to tell us an ADA shuttle will be AT THE HOTEL in 30-45 minutes. We were already aboard the ship. The front desk girls were absolutely rude and seemed put out that they had to even work. Also thankfully I had a screenshot of original booking and follow up messages with a staff CONFIRMING ADA requests and that breakfast was included because when we went down for breakfast we were told it was $15/ person. So I had to complain yet again and show proof of that being part of my reservation. Construction everywhere. Only pool available was NOT ON SITE but a different hotel altogether. Awful. Aaron deserves a raise and promotion for his desire and willingness to go above and beyond for all guests and pleasant attitude even during stressful times.

The property was very clean and well kept. The staff was friendly and very accommodating. Pool was cleaned on a regular basis and was definitely a highlight to our trip. Also enjoyed the little designated doggy area for dogs to do their business. The rooms were also extremely comfy! The location was also great! Right across from the beach and next to food choices. Would definitely stay here again!

The only downside is the construction work going on near the lobby. But we didn’t hear it from upstairs. They definitely take care of their hotel and it shows.

Did not eat at the hotel

I would have like a little jazz time with my drink BUT not available

The rooms were clean

Communication when checking in for cruise parking. Was charged for cruise parking and was told the next morning we weren’t on the list. Great inconvenience had 2 small kids and had to find another ride.

Location

Was given a room on 1st floor.. arrived early (2 pm)and asked if room was ready.. was not.. which I understand.. said they would call or text when ready.. waited in lobby after 3:30..asked again.. was told it would be ready by 4pm.. at 4 told didn’t know when it would be ready.. they offered room on 2nd floor which we accepted.. asked if still a king.. told us yes.. went to room and it was a queen.. husband went all the way back (put us in tower) and changed us again to a king.. Frustrating start.. booking not disclosing the “renovations” going on.. very loud drilling and such going on.. outside work blew liquid of some sort on vehicles. Staff no smiles.. can’t use a cart for luggage without bellman.. Stayed here before with no problems but definitely has changed. Very disappointed.

the drinks were good from the bar in lobby. the manger let me park my G wagon in front of Holtel.

Food and staff was excellent.

Parking fee and there was no face towels in room.

The proximity to good restaurants.

The beds were too hard. We could hear the elevators in our room.

Rooms and facilities

Staff is very rude

The pool was nice. The food and the service in the restaurant was very good.

The first thing was at check in, the front desk clerk Josephine was not friendly or hospitable at all. She never said hello, she was to busy talking to someone else that had already checked in . She went straight to what is your last name and what credit card are you leaving for incidents, here is your room key and how many bands for the pool. That was it, not welcome, is this your first time staying with us? I felt like I was checking in at a Motel not a Hilton Hotel. I travel a lot and spend a lot of money on my stays because I work remotely, but I was so disappointed with my room location and lay out. I tried calling the property directly to put in my special request and they would not even talk to me , because I booked through Booking.com. I took the time to write the property a special request through Booking.com due to it being my birthday all I wanted was a higher floor with a balcony . I got the second floor in the corner with the view of construction . I was never told there was construction going on the property which made it difficult to find a parking space, due to all the equipment and construction supplies taken a lot of those spaces. I payed for a balcony room . I thought that I received a good deal from Booking .com and so I booked and payed for it this way, but I felt I received the leftover room because it was booked through a third party. I have stayed in many Hilton properties in the past and have even worked for the Hilton Westchase in their Concierge and Food and Beverage department. This allowed me to know and learn the Hilton's high level of service and guest expectations . First time impressions are truly very important , specially in your front desk. Unfortunately , our expectations were not met and it put a dent on my birthday special stay. As a side note my grandson is a student at one of the University's in Galveston , which means having to come to Galveston and find a place to stay for many out of state family members.

Clean rooms.

No daily cleaning. But the reason we picked this hotel was the swim-up bar. It's supposed to be open 11-9. We waited 3 hours the first day and it still wasn't open. We were told by staff 3 different times it was opening. We left and ate somewhere else. We went back that night at around 7 and it was already closed. Very disappointed, since that is the reason we chose this hotel.

Everything worked and clean Staff were great

Don’t like to pay to park

I loved the updated rooms, pool bar and the location of the hotel. The room service was very prompt.

Since the hotel is under renovation there are still little pieces missing. No ice machines on any floor level, room was missing refrigerator.

Room was nice, pool was ok but it had quite a bit of bugs, etc. in it.

The pool was blocked off by bar for kids. Not a huge deal but still. parking was a bit of mess due to some construction.

Location, the area has a lot to do

The staff needs to get it together. The evening staff.