Hilton Naples

Let down in a few areas but generally one of the better Hilton’s we’ve stayed at in the US Initially it started out as a poor experience but very quickly remedied in some areas by reception staff. My daughter and I struggled to get our suitcases out of the car and I have tennis elbow so couldn’t use one arm. The bell man stood and watched us manoeuvre two extremely large cases and one golf set across reception without once offering to help. We got to our room, 309, to find housekeeping had not cleaned the room properly and there was half eaten food in the fridge and half drunk juice. The lady on reception immediately came up to rectify with housekeeping coming up a short while later. The lady on reception was mortified and gave us some breakfast vouchers to compensate. It is rare these days to find such good customer service in the US Hilton hotels. She also helped us to pull out the sofa bed for our daughter and whilst she was in the room I apologised for having moved the furniture around as I pointed out I did not want our daughter using the two armchairs as they were disgustingly dirty and stained (shame on you Hilton - would you have seats like that in your home (?) …….i doubt it). She was very understanding and empathetic. The carpets were also somewhat stained but the suite was spacious (meaning we did not need to touch the dirty stuff) and the comfort of the beds was outstanding. Our poor daughter though had a skimpy mattress on the bed settee so did not sleep so well. I think a mattress topper would be a wise investment. Breakfast was lovely with table service only and we were able to order whatever we liked with all dietary requirements catered for eg decaf coffee with almond milk. Again came across the same bell man when my husband dropped me and my daughter at the door on Friday pm but couldn’t get back out as two cars drove up behind him and two cars were blocking the exit. I pointed this out to him as I went in the entrance and he just said my husband would have to reverse out. I told him he couldn’t go forwards or back. The biggest ‘let down’ of the stay was the bar area ………….or the lack of it. The hotel is missing a trick here and could make way more profit if they were to rethink the restaurant / bar area. The bar area is limited to a set number of bar stools and that’s it. It is like a ‘waiting area’ for those wanting a drink before eating in the restaurant and in fact some people were eating at the bar. We went in one evening for a drink whilst waiting for our daughter to get ready and it was a strange experience as the service is sometimes hit and miss. I asked the lady where we could sit and have a drink and she pointed to all the fully occupied stools so I said there is no space. She said we could have a drink at a table, pointing to tables which were laid with tablecloths and dining placements……….but then did not go over and clear any tables for drinking. After a minute or two of this to’ing and fro’ing and general awkwardness because I felt like I was being a nuisance and she just stood there looking at me, I asked her if they don’t like people going in for a drink only. Eventually someone left the bar so we were able to get a couple of seats. It really should not be this hard work to spend money!! All in all a nice stay, but really need to sort out the bar and the bell man needs to do some work

Terrible Service at Hilton Naples I arrived at Hilton Naples, 5111 Tamiami Trail North, Naples, Florida, 34103, United States, on July 19, 2024. The service was terrible. I had booked a room for four people with two queen beds. At check-in, the receptionist said that the room was not available. I argued that we booked and paid for a room for four people, but the receptionist said the best they could do was put us in a room for two people with an extra bed. This would not solve the problem as we were four people, and someone would have to sleep on the floor. I asked to speak to the supervisor, and the receptionist claimed to be the supervisor. She was extremely disrespectful, saying the problem was ours. There was no attempt to resolve the issue, such as suggesting another hotel in the network or accommodating us comfortably. After almost 30 minutes of confusion at the reception, she explained that there was a system error that sold unavailable rooms. This lack of preparedness and disrespect is unacceptable for a Hilton hotel, where I have stayed many times. I was extremely disappointed with the service and lack of responsibility from the staff member. I hope this complaint helps improve training and service in the future.

Great Hotel From the moment I arrived I was very impressed with this hotel. We arrived during the CrowdStrike outage- and the staff made sure we were taken care of and did not feel the complications (example check in and key card services not available). Valet parking is a nice touch .(complimentary). Shula's Steakhouse in the lobby provides specials and great service. Note- weekends get crowded. Rooms are nice- spacious and clean. Love the Crabtree products provided. Landscaping around the hotel made you feel like you were at the beach- not off a major street. We had 150 people for a 3 day tournament- food was delicious on our buffets and rooms were cozy.

Nice hotel with friendly staff Easy check in process with friendly and competent desk employees. Every employee (front desk, pool, housekeeping, shuttle driver) was very friendly. The rooms are large and very clean. Shuttle to Clam pass beach runs hourly- they give you chairs, towels and water. Once at the beach, it’s a 15 minute walk on a boardwalk OR ride the golf carts to the beach. The beach is beautiful.

The best service! Amazing amazingly service by Brad. The whole staff was super nice. But Brad went out his way to take care of us. Overall loved this hotel. I have stayed twice in 1 month and going again bc of the people that work there. Very clean. Food good. But the people that work here are super nice and go out their way to help us.