Hilton Pensacola Beach

**Extremely Disappointed With This Stay** For a highly rated, four-star hotel, this stay was incredibly disappointing from beginning to end. The very first day, the bathtub would not drain and someone had to come fix it. The remote control was absolutely disgusting, and the linens had visible stains. The room was supposed to sleep 5 as there were supposed to be 2 beds and an armchair with ottoman. There was no armchair with ottoman. There was a no arm chair with a random table. The AC unit sat on top of a poorly made wooden box. The AC vents were dirty and the hair dryer was pretty much a fire hazard. On the third day, we specifically requested that the room be cleaned as though we were checking out. When we returned, the floors were not vacuumed, the linens had simply been thrown on the beds, prescription glasses had been knocked onto the floor, and two brand-new boxes of contacts were missing from the bathroom. After looking more closely, we discovered the linens hadn't even been changed. The beds had been made directly on top of chips and crumbs that were already in them. The remote was supposedly cleaned, yet it was still disgusting. The front desk wrote down the issues and said they would have housekeeping go back to the room. I requested extra towels to be left as well. The room was cleaned up but of course no extra towels were left. And the problems didn't stop there. The TV service was outdated and still had a scrolling TV guide. There was dust all over the room phone, and the button to call the front desk didn't even work. Several outlets didn't work, several buttons on the safe didn't work, and the digital key only worked once during our entire stay. I was told the manager would call me on the second day. I never heard anything until I brought the issues up again after the room wasn't properly cleaned. On the fourth day, the manager finally called—but said he was calling about a clogged tub and dirty sheets. He repeatedly brushed off the rest of my concerns and kept going back to the fact that I had already spoken with someone and received Hilton points. The front desk service manager does not need that position. His customer service skills are lacking and his attitude does not reflect hospitality at all. I was also told that because I had paid in full and in advance, I couldn't receive a monetary credit. The front desk initially said they would apply a $100 credit for each night, but instead offered 50,000 Hilton points, which I accepted without realizing that was only worth approximately $135. If a monetary reimbursement truly wasn't possible, I would have expected a point reimbursement equivalent to the $500 credit that was originally discussed. To make matters worse, I had two reservations because my original reservation wasn't long enough. I was specifically told the reservations would be combined and that I wouldn't have to do anything. Yet on the last day of the first reservation, the system showed that I needed to check out and

My husband and I have been Hilton Diamond members for a number of years so it goes without saying that we have stayed at many properties within Hiltons portfolio. With that being said, this properties holds the record for having the highest fees/charges and the most complex checkout receipt. The pros: 1. The hotel is perfectly located. The beach and Gulf is right in front of you. The view from our balcony in was unmatched. 2. The hotel offers in room dining (room service) 3. The hotel has an indoor and outdoor pool. 4. The room WE had in tower 2 was very spacious. 5. The beds were comfy. The cons: 1. We were not offered a complimentary room upgrade as we have received at other properties. 2. Our room showed signs of wear and tear. The curtains leading to the balcony were nasty with an unknown substance. 3. The charge for in room dining is criminal. There is a 24% gratuity charge plus a $4.00 delivery fee in addition to your tax and the cost of the items you ordered. 4. The breakfast in room dining door hanger that you fill out if you want to eat breakfast in the room has price discrepancies. We were overcharged for the two glasses of juice and the side of sausages. To make it worse, I was charged $7 for each glass of watered down orange juice. It taste like water was intentionally added to both the orange and apple juices to cut corners. 5. The lunch that I ordered the day that we arrived consisted of a Cheeseburger, 4 potato wedges, and a kids meal size cup of Coke was almost $40 once the fees were added. My biggest pet peeve was that instead of receiving a can of coke and a cup of ice on the side, they gave it to me in a kids meal size cup with a straw already in it which made me highly uncomfortable. I like received closed drinks. This drink was a whopping $4 plus all of those lovely fees. 6. Food delivery through DoorDash and other delivery services are not allowed to be brought up to your room. You have to meet the delivery person in the lobby. 7. Upon checkout, I was given a bill for $414 and was awarded points by Hilton based on that receipt. Surprise, surprise a couple of hours later, I received a new receipt for $504. I had to reach out to Hilton corporate and they are STILL trying to decipher that receipt just so that I can get the additional points I’m owed. 8. Last but not least, the parking is not free so just know that will be an extra charge. In my opinion, even with the hotels location, it’s not worth the fees. Housekeeping could do a lot better in cleaning and preparing the rooms. For example, there was no linen for the pullout bed anywhere in the room. The curtains should have been switched out with clean ones. The fees need to be adjusted because I’ve stayed at a Waldorf Astoria (another Hilton property) and their gratuity is only 18% with a $2.50 delivery charge. Their food prices were lower with larger portions and better quality. The fees and being charged an amount different from what’s advertised on the menu was

Came with my sisters for a weekend getaway. Beautiful property clean and friendly staff. Jacob at the front check-in was amazing!!!! I will visit again, the Dj at the pool area was the best!!!!

Disappointing experience. Stayed here a number of years in the past and it was wonderful. It’s a great location, but this time was so disappointing I don’t think we’ll be back. Booked a junior suite with bunk bed, but they had a large crack in the side rail which has compromised the integrity of them so my daughter slept on the couch instead. Informed management and nothing was done. They definitely took a laissez faire approach to my concern. Same with the phone in the suite. With the inevitable mild of beach property and subpar cleaning the price is not worth the stay anymore.

We initially had trouble with checking in, but Jocelyn the property manager was able to help us and provided us with an excellent vacation. The customer service was top notch, and we would definitely stay again. Thanks for your help Jocelyn!

We had a great time at the Hilton, Pensacola Beach! We were well cared for, comfortable, and able to relax thanks to their hard working staff and wonderful accommodations! The property is well kept and had everything we needed right there. Thanks for an excellent stay at your beautiful property! We will be back!

Great trip to Pensacola and Love the Hilton Pensacola Beach. We’ve been to this property several times they keep returning as it has a great location vibe. Our room got upgraded and was beautiful. We will definitely be back.

HORRIBLE. Don’t book this hotel. My family and I booked the Hilton and arrived after driving 11 hours to go to a room that had soaking wet carpet and tons of black mold. We thought Hilton would take care of us and place us in a new room but they told us there was none available and would be none available and that we could stay in the black molded room if we would like. This was at 9pm at night and we thought they would re-locate us to another Hilton hotel. We told them we were willing to go within a 30 mile radius to another beach and they said they were not able to do that. They would refund us but we would need to figure it out on our own. We were so far from home with our two little boys—we could not stay in a room with black mold. We called all hotels in Pensacola and they were all booked and some said it was too late to check in. I spoke to corporate hoping they would re-locate us and find us something for the night and they said that is not something they do. We could have the room or a refund. I could not believe the lack of costumer service and lack of human decency. I will never stay at another Hilton, not only because of the lack of cleaning but the lack of hospitality. I spotted the black and wet carpet within 5 seconds of entering the room, so I know that no house keeper had been in that room or if they had Hilton did nothing to address the issue then let my family reserve the room. Then to not help my family find another stay for our week vacation. I find it hard to believe that every Hilton within a 30 mile radius was booked solid with 0 rooms available.

“ We stayed at the Hilton Pensacola Beach for the week of July 4th, 2025. I completely messed up our reservations, but Miriam went over and beyond to help. She did absolutely everything to make things work out for us.We had so much fun and everyone at the hotel was great. The service was fantastic. For the past 10 years, we would pick a different beach location. We loved it so much here, that we decided to return again this July 4th! Highly recommend."