Hilton Pensacola Beach

We were here for 3.5 weeks this summer and had an incredible time! The staff was exceptionally welcoming, friendly, and all around outstanding! Chris was the best helping with our bags, experience, and loving on our pups! Donnie went above and beyond, along with Ms. Shirley, Michelle, Leanne, Olivia, and KC, every day at breakfast and lunch! They’d remember our orders down to what kind of hot sauce we liked and we had so much fun getting to know them! Jocelyn was a great help with our rooming adjustments. Food was all amazing. By far one of the best hotel experiences we’ve had! Come stay and definitely add the Breakfast Included before you come - you won’t regret it!! We’ll miss it and hoping to be back very soon!

Let me start by saying I’ve been a loyal Hilton Honors member for over 20 years, and I can honestly say this was the **worst** Hilton experience I’ve ever had. Hilton, I strongly urge you to consider removing this property from your brand. Here’s why: Upon checking in on Monday evening, we entered our room and were immediately hit with the smell of smoke. When we informed the front desk, they offered to send someone to spray the room, but we declined—opting instead to have it noted. After a long drive, we just wanted to relax. The next morning, we woke up and discovered a **roach** under the desk in our room. We reported it to the front desk during breakfast, and the woman we spoke to (I believe her name was LaQuintera) told us, "It’s just a water bug—we get them from time to time." She said she’d send someone to clean it up. **Hours later**, it was still there (see attached photo). I had to personally flag down housekeeping to have it removed. The following day, we returned from the beach to find that the A/C wasn’t cooling the room. We reported it on our way to dinner and were told someone would fix it. When we got back, the room was still warm. After multiple failed attempts to call the front desk, I went downstairs. The same employee who dismissed the roach issue said they could give us **two box fans** and move us the next day. When I returned to the room, my girlfriend had found **another dead roach—and one crawling on the bed.** (We have videos and pictures.) That was it. I’ve never been more disgusted in my life. We immediately packed our things and went downstairs to check out. I asked for a manager and spoke with Jocelyn, who offered only to refund **one** night of our stay. She wasn’t apologetic at all. Another front desk employee even acted like I was overreacting—as if it’s normal to have roaches in your hotel bed. **Unacceptable.** The only person who was helpful was **Kayla**, the representative monitoring the Hilton chat. She ensured our **entire stay was refunded**, and I’m thankful for her professionalism. Hilton—this is **sad, disgusting, and unacceptable.** Please take a serious look at this property. It does not reflect the quality or standards expected from your brand.

I hate to write a review like this, but this was possibly the worst run hotel I’ve ever experienced. They simply don’t care. Red stains in my tub, not sure if blood or mold. We showered with our sandles on. Blood stain on curtains. Some snot or other organic matter on the door to go out to balcony. An old can and other trash behind the curtains when opened. No water in room upon arrival or upon stayover. Asked for it at desk, 2 hours later asked again, and it’s brought to my room at midnight. On second day, we realized our door didn’t close and we’d had it open the public our entire stay. Not a very reassuring feeling. Peleton in gym is broken, food was inedible in restaurant. Told them much of this at checkout and it confirmed it, they really don’t care.

We called and spoke with Kayla before arriving to see if we could get an upgrade due to being Diamond Members. She was very helpful in seeing that we received an ocean front room which was extremely nice! Also upon checking in we were greeted by Skye who was very friendly and helpful in getting us checked in to our room, in a timely manner.

The room was not ready when we got there at check-in time. I was told I would receive a text when the room was ready, but I never did. Wasted over an hour waiting. When I came to find out the room was ready an hour after check-in, not two. Changed the trip date from 2 days to 3. Did it within the 24-hour notice of checkout per Hilton rules. The front desk told me it was taken care of, which showed the change in the app that it had been shortened by a day. I received my bill and looked at my points summary was charged for three days vs the two. I reached out to Hilton Diamond support, and they had to reach out to the hotel, as they're the ones who have to submit the refund. No response to the multiple phone calls and voicemails. Finally having to put a dispute in with Hilton. Beware of bad customer service. The only positive item was the balcony view of the Gulf.

Arrived to no hot water in the room. Elevator sounded like death and broke down while we were there backing up the wait for an elevator that was ridiculous - 1 elevator running for 7 floors! Coffee shop didn't open until 7 am so if you're an early riser, you get the drink the nasty coffee they offer in room - let me warn you, it sucks!! Stain on carpet in room like old chewing gum. Bathroom was really dated and needed paint repairs on wall and ceiling. Very small vanity for a hotel bathroom. Check in lady was very friendly, but staff could care less about the problems. Check out lady had a sucker in her mouth and didn't say a word or even acknowledge me when I went to check out. I would recommend the Hampton next door if you're a Hilton Honors member. Don't pay extra for the Hilton as the Hampton is nicer.