Hotel berhampiran Downtown, Pensacola

Just spent three nights at this property. Very nice, clean property. The staff were exceptionally friendly and helpful. Rooms are quite large and laid out well. Beds very comfortable and love the walk in shower. We must have had a child above us who liked to jump around and I think it is amplified because there is no carpet on the floors. I wish there were instructions on use of the thermostat in the room. I believe if I could have had fan noise running all night it would have helped on some of the extra noises. The building is in line with plane take offs from the airport nearby but really didn’t notice it inside our room. We were located near the road across from the hospital so sometimes you get the sirens or vehicle noise. My only real complaint is I didn’t feel the breakfast was up to par as many other hotels in the same category. Fruit was out only on one of the days and it was green bananas that you couldn’t eat for at least two days. There is a lot of open seating areas. You have lots and lots of restaurant choices nearby and the mall is a block away. There is a Publix within walking distance and an AMC theatre behind it.

We decided to stay here based on a recommendation from our AmEx card’s hotel recommendations. Plus not sure why all the mediocre hotels in Pensacola were so costly all of a sudden. We checked in on Sunday, 7/16 around 7:40 pm. The front desk was curt, not friendly and didn’t bother saying hello but snapped “Name?!?!” When it was our turn to check in. She seemed spread thin and didn’t care about being friendly. I had specifically booked a room that wasn’t handicapped accessible. Once we checked in, they decided to give us an accessible room anyway. The room smelled so bad once the door opened, it smelled like a stable. The bathroom wasn’t that clean. Tissues were a mess. I think they tried to do a design but looked messy. No body was, etc. one small soap to wash your hand AND use in shower! The shower wasn’t clean at all and had MOLD all over the old, dirty shower curtain. We didn’t bother saying anything to the lady at the front desk, based ok her attitude when we checked in. Check out wasn’t anything better. There were three ladies that didn’t care that others were waiting but having a lengthy conversation with a lady checking out and helping her print something out for her job. As multiple business owners we pride ourselves on how we and our staff treat clients. We’ve also stayed at numerous hotels in the Pensacola and Destin area and this is by far one of the worst hotels we’ve ever stayed in. The lady named Sara listened to my concern regarding the mold and said she’ll let the GM know. She was at least a bit more concerned than the rest of the staff. Not sure how others think this is a quality hotel. Maybe if you have large dogs which I saw all over. We definitely won’t stay here ever again. Hilton has gone way down hill. Complete wast of money.

When we arrived the front desk agent, whose name I didn’t catch, gave a wonderful greeting when me and my family arrived on Sept 22nd. The room we received was a really nice room with a view of the bonfire pits. The location was a great and only 20 minutes from the beach. After visiting the beach, we stopped at the desk to get food recommendations. Shannon the front desk agent was very welcoming and provided us with a restaurant named bubbas. Shannon made us laugh and provided coupon to the restaurant. We had our 1 year daughter and normally my daughter is shy. However Shannon was able to bring the biggest smile to my baby’s face. The added bonus, Shannon provided snacks for my baby. Shannon is what you’d expect of a front desk agent.

We checked in on Saturday evening, we were told housekeeping would be provided every other day. We did not receive housekeeping Monday so when we returned in the evening, my husband went down to the desk and was given some towels. That's not housekeeping. When we returned Tuesday afternoon, same thing. No housekeeping; room hadn't been vacuumed, trash hadn't been emptied, no replacement bath tissue, no clean towels. No housekeeping. This time I went down to the desk and was offered towels. I asked if housekeeping was still in the building and was told yes so I asked that housekeeping bring towels and bath tissue to our room. Instead, a desk clerk brought some towels to the room. I had to ask again for toilet tissue and was assured the room would be taken care of. We spent the day out Wednesday and when we returned, the bed had been made without the sheets being changed and the trash had been emptied, two clean towels and no clean glasses. We aren't Marriott employees and we, as paying guests, should never be expected to shlep towels and bath tissue to our room. We stayed five days at a cost of close to $1,100 including taxes and this hotel thinks WE should service our room? I'm sure they're experiencing staff shortages, virtually all businesses are but as someone who has spent a lifetime dealing with the public, the cardinal rule of customer service is to first own the problem, apologize, and then correct it. None of that happened. We went down to breakfast Sunday morning. I asked the breakfast attendant if she needed our room number as we had booked the ”Stay for breakfast” rate. She sid it would be okay for that morning but I should stop at the desk the next morning and get a ”card”. I said thanks, I'll do that. When I did stop at the desk on Monday morning to get the ”card”, she had no idea what I was talking about and told me to show my confirmation email to the breakfast attendant. The Monday attendant had no idea what card I was referring to and had no interest in our confirmation email. She said she'd just put us on the ”Breakfast Club” and it's all fine. The right hand has no clue what the left is doing in this hotel. Marriott didn't just drop the ball on this, they succeeded in convincing us that this chain is completely off the list of possible options.