DoubleTree Resort & Spa by Hilton Ocean Point-N. M

The beach and the view were great, but the customer service here was below par. Staff seemed unhappy, and the cleaning staff looked tired and in a bad mood. The service elevators had reportedly been out for over three months, and guests were talking about it too. With 26 floors, both guests and staff need working elevators. The waits were so long that they took up more of our stay than enjoying it. The bars were barely open and shut at 5pm, despite the amenity description. We ate at the outlets twice and didn't get the 25% food discount described in the amenities. Usually just one person was working at the front desk, so there were often three or four people ahead of you. The pools were dirty and the jacuzzi jets didn't work properly. This time of year the sun stays up until 8pm, yet the beach chairs and towels were being put away at 5pm. Why go to the beach just to watch everything get packed up?

We had no hot water, even after they tried to fix it on the second day, and we would've checked out early if we could. Our stay was only two nights. The guest service and front desk were awful. They left just two towels and no washcloths for our family of four, then took nearly an hour to bring towels and never answered the phone. All but one elevator were out, and the hallways were stuffy and dirty. I'd strongly advise booking another hotel.

The beach view is amazing, and being able to step right onto the sand makes the stay even better. The rooms are huge and really nice. Check-in was quick and easy, with cookies and water, and the service was great from the valet greeting through the front desk. A great place to stay any time of year!

That sunrise view was lovely, but the rest of our three-night stay was a letdown. The rooms looked dated and nowhere near as luxurious as the photos. The shower was grimy and the water came out badly, while the jetted tub took about 25 minutes to fill and ran out of hot water before it was nearly full. I told the front desk I'd call in the morning when we were ready for someone to look at the tub. Instead, they rang at 8 a.m. while we were asleep and woke our baby. Please don't call vacationing guests that early. The repair person said he was new and didn't know how to fix it. We waited three hours for the crib we'd requested. There were only two sets of towels and no extra blankets in a suite meant for four. When I raised my concerns, they did very little to make things right. The elevators were slow, and one shook a lot whenever we rode it. It felt creepy and strange.