Hilton Pensacola Beach

Mindy B and manager Jocelyn L of Pensacola Beach Hilton worked out every detail after the ocean-view room we thought we had booked wasn’t quite what we expected. Thanks to them, we could fall asleep listening to the ocean all night, and it was wonderful. Mindy even came by to check that the room was perfect. We come EVERY year to this hotel. Not to be missed!

We just wrapped up five days at this resort, and the whole staff went out of their way to make our stay excellent. Ms.Carrie, Mr Donnie, Ms. Shirley, and everyone else were wonderful. The outside bar staff and the pool and beach crew were amazing too. There are restaurants and pools, and really, everything you’d want. It’s a great resort for families or couples. We’d give it 100 stars if we could.

The location is great, and with a bit more friendliness and quality control, this could have been an amazing stay. We’re Hilton Honors members, but the reservation we made wasn’t ready and then turned out not to be available. We were upgraded to a nicer two-bedroom, two-bath suite with a full kitchen, and the valet was great. Still, the kitchen fridge didn’t work, so we lost food we’d brought, and it wasn’t fixed after we reported it. There were six wine glasses but no wine key, and staff seemed surprised when we asked. The deep jacuzzi tub fit two, but only about two of its many jets worked. Bathroom drawers were broken, the shower had two shampoos but no body wash, and neither the in-room ice maker nor the floor machine seemed to work reliably. The room phone wouldn’t connect to customer service, and the app was very slow, so we had to call the main hotel number on our cell. Apart from two staff members we dealt with, people seemed unfriendly and bothered by us. One staff member even got into the elevator with a large cart, making guests shuffle to fit. Maybe there are no service elevators, but still. There seems to be no quality control. Do better, Hilton. This is a resort!

The beachfront location is the only thing this property has going for it. As a Hilton Honors Gold member, I found it by far the worst Hilton I’ve stayed at. It’s outdated, poorly maintained, and far below what I expect from the brand. Our TV didn’t work on arrival. Staff brought another one, couldn’t get it working, then took the remote and never brought it back. Someone entered my room without warning, which was alarming. I called several times without an answer and went to the front desk, where Javier was rude, dismissive, and unhelpful. He said the problem would be fixed, but maintenance never contacted us and the TV didn’t work for the rest of our stay. The water pressure was poor, the water never got fully hot, and a pipe nearby ran for hours, making a loud, distracting noise. The hallways were humid and musty, the carpets looked old and dirty, and the room felt unclean. When we turned on the air conditioner, its cover fell off. There was visible mold, and I woke up with a terrible headache and congestion. Friends at the hotel had AC problems too, and some rooms went hours without it. Around 10 a.m. there was feces in the pool. Several guests had to alert staff before they finally closed and cleaned it. The food was disappointing, and the internet kept cutting out, so I used my own Wi-Fi to work and watched Netflix on my phone since the TV never worked. When I asked to change rooms, staff wouldn’t accommodate us, even though the hotel clearly wasn’t full. The property needs a full renovation and major improvements to maintenance and customer service. It doesn’t reflect Hilton standards, and I wouldn’t stay here again or recommend it.