Not up to Hilton standards...
Our stay was a total disaster from the moment we arrived. Check in was quick and efficient but as soon as we got to our room we couldn't get in. We were with a bellman as all luggage transports are locked up and chained and you must use a bellman to transport your baggage. I tried my key card five times and the door would not budge. Finally Mike tried and on his third try while using his shoulder the door finally opened. He told us that the doors sometimes stick and that it should work fine after, WRONG...our nightmare begins. After we put our luggage away, we were ready to explore the resort but had difficulty getting out of the room, the door would just not open. After several attempts we were out and I went to the front desk to explain our dilemma. We were assured the door would be repaired by the time we returned from the water park. We returned 3 hours later and the door was still inoperable. I called the front desk again and spoke to Tyler, I explained I was in Phoenix with my daughter and her three children. Her oldest child is being seen at Phoenix hospital on a monthly basis and this was supposed to be a mini vacation for her before her treatments. I flew in from Florida and my daughter drove from Las Cruces, New Mexico. He apologized profusely, asked if we were going to dinner and assured us that the door would be fixed by the time we got back. While getting dressed, Tyler sent up milk and cookies for the girls and gave us a certificate to use for dinner which was very thoughtful. We left for dinner, and when we returned a worker named Harry was finishing up the door and told us it was fixed, we turned in for the night. In the morning, we could not get out of the room again and had to call down to have someone open the door for us. I was very upset as this was a fire hazard and we could of been trapped in the room with no way out. This worker told us that the door could not be fixed and they would need to change our room, After changing our room, I requested that the previous night be comped as we did not have use of the room for most of the day and was told that I would be given 50% off. I felt this was not adequate and had the manager call me. He finally comped the room. I know this is a long review, but my frustation has not subsided.
We cut our stay 1 night. On the day of our departure we waited for over half an hour to have our luggage brought down. We finally lugged our bags ourselves. I am highly disappointed with the resort and would not recommend it to anyone. I expect more from Hilton. I am a gold member and have traveled all over the United States and always at a Hilton, this resort leaves a lot to be desired.