Want a happy fathers day - find another place
We have stayed on the property with our extended family before and had a great time, but this time around we have realized that things have changed for Kingston Plantation. The condo building we have stayed in during past visits has a new coat of paint and the elevator that was problematic before has been upgraded. But, upon checking in, we found that the management has changed as well and with it the attitude.
Upon checkin we were told that upgraded options were available, but that the resort no longer honors hilton upgrade policy. The room we booked was supposed to be an ocean view, but to see the ocean, you have to either crane your neck over the balcony or look in the mirrors on the wall to get the ocean reflection. The room did not have linens and the glasses in the kitchen were cracked. When we called the desk for linens, we were told to check the beds and all of the restrooms for linens because the problem of no linens happens all the time. Where is the management?
Upon calling Hilton Honors Guest Assistance, we were told that the upgrade policy had not changed which was later affirmed by the manager, but at that time we were also told that no upgrades were available. i checked the HHonors site at 10pm on the night we arrived and found that the website had upgrade rooms available for the entire duration of our stay even at that late on the first day.
On day two, I received a call from someone from the management team to be told that someone had checked out of another suite and that if we want to pack up our stuff and move we could now move to an upgraded suite. At this point, we did not want to pack up and move everything to another building on the property. Especially since the only reason we are getting the service warranted is because of our complaints. As soon as I got off the phone with the person from the leadership team, we found that the new elevator was out of service.
At this point, our kids are asking why the hotel does not like us anymore - our answer, its not that they don't like us, they just don't appreciate good customers any longer.
Given the trip was to celebrate fathers day with our extended family (we have out extended family on the property) and to celebrate my birthday - the trips has been wrapped up in dealing with service issues - we will try something else next year.
Happy Fathers Day Dads - we recommend you find another place to celebrate.