West Hyde Park #24e

The free resort breakfast was the best I've had: fancy, delicious, and with lots of choices. All the amenities stayed open in the off-season, and our oceanfront suite was clean and updated, with no strange smells. The views of the ocean and the pool with its pretty Christmas lights were stunning. I found the bed super comfy, though the bedding was thin, so I'm glad I brought extra blankets. We stayed over New Year's and really loved the hotel. The staff we met were very friendly, but the hotel seemed understaffed. Room service was unreliable, and check-in and checkout lines were long with only one or two employees working. The pool deck closed at 5 pm, too early for the sunset hot tub we'd been looking forward to. The winter lights and decorations were beautiful, and it would have been nice to stargaze there too. The indoor pool and hot tub are a drive away, not part of the hotel, and that place closes at 5 pm as well. Even though the deck was closed, music played until about 11 pm and we could hear it from our room. Why play it when the deck is closed?

I loved sitting on the balcony. We were on the 10th floor closer to the road and still had a great ocean view. All the rooms have an ocean view, which is a real plus. Wish we'd stayed more than one night. The bathroom seemed newly remodeled, clean, modern, and new. The walk-in shower had a rain head plus another sprayer, and it was really nice. The bed was comfortable, though the sheets felt starched. Furniture was worn but fine. There was a microwave, fridge, toaster, and coffee maker. I also liked having flooring instead of carpet. Pets are allowed, but the floor made me feel better about cleanliness. My allergies didn't act up, and I'm highly sensitive, so I felt good about how clean it was.

Room assignment and service recovery were disappointing. The room wasn't the one confirmed: it wasn't south-facing and was right outside an elevator bank, despite our stated preferences. The onsite manager wasn't helpful and offered no meaningful fix. We stayed over New Year's as Hilton Diamond members. The hotel was very clean, with excellent beach access and walking and running paths, and the bartenders were friendly. But dining service was inconsistent and seemed understaffed. A children's meal came out cold and soggy. The kitchen being closed Mondays and Tuesdays was inconvenient and wasn't clearly communicated. On New Year's Eve, last call was 10:30 pm with no acknowledgment of the holiday. Guests were also sent back and forth between the onsite restaurants. The property is well maintained and has potential, but communication, coordination, and service recovery need to improve to meet Hilton Diamond expectations.

Jacob was the standout, warm, soothing, very welcoming, professional, and prompt. He went above and beyond to make my stay comfortable and relaxed. His demeanor was just right, not over the top. Keep him around and elevate him. Your business and employees deserve someone with that spirit leading them. Enkelada, I'm sure I got her name wrong, works in the restaurant and is the most jovial hostess. She made me feel welcome every time. Everyone else was kind too, except for one front desk agent with a Jamaican accent whose name I don't remember. I asked her to correct the parking fees because I had a vehicle but hadn't parked it there. I also had a condo booked at the Royale Palms, where I parked in the garage each night. My daughter and her two friends enjoyed the Villa together at the Kingston for their "Friendsmas." The agent told me, "You should have told them this when you checked in, now I have to correct it." She hadn't been there at check-in and didn't know what had happened, so that felt insensitive and unprofessional. She apologized for being rude, but the apology felt backhanded. I told her her comment was offensive and that I'd leave an honest review. She didn't fully correct the fee. When I called back, Jacob answered and started sorting it out. Thank you all for the wonderful service.