Hilton Galveston Island Resort, Galveston

We returned from our stay at this hotel yesterday for a short family vacation. We have stayed here before and have loved the property. However, this stay was less than satisfactory because we were fraudulently charged even though our room was already booked and prepaid through Hilton's online booking service. Upon check in, we gave our check card for incidentals, only to find the next morning that the hotel charged us their premium rate for the night, even though we had prepaid for our reservation. We talked to the front desk and were told, and this is verbatim, "we can't just make the money magically appear back in your account." We spoke to a manager, who assured us he would take care of it. But, the next morning, that same charge appeared, as well as a second one! We talked to another manager, who assured us she would take care of it, only to find that later that day, the hotel charged us for a third night, even though we only stayed 2 nights (both of which had been PREPAID!) The manager called our bank and got the charges reversed. But, today, ALL THREE CHARGEs were charged to our card AGAIN! The general manager never returned our calls or emails, and we have yet for the Hilton to return the money that they wrongly charged our account! AND, by the way, we are HILTON HONOR club members. Should we consider it an honor to be stolen from?

and nobody did anything to help. They didn't ask questions to any witnesses, security didn't even take a report, all the said basically was, "YOU SIGNED A WAIVER SO ITS NOT OUR PROBLEM".....We are supposed to be protected from non-residents using the pool at this hotel however, there was no monitoring and several groups o non-residents came and went as they pleased wreaking havoc on the ligitament guests...The manager on duty was nasty and rude...The room wasn't great, it was no better than a Motel 6.....Staff were great, but the MANAGER WAS RUDE, UGLY AND NASTY!!! She even said it was our fault our things were stolen.....

I booked this hotel for a Friday and Saturday night stay accepting that it was quite a bit higher priced than some other nearby hotels, but assumed that it would be worth the money because it is a Hilton hotel and a "resort" at that. I was wrong. We called Friday at 5 pm to tell the desk we would be checking in late aroun 930. They told us no problem. However, when we arrived the manager came out and told a story about the plumbing issue they had with our room. We were moved to a holiday inn(which was more like a motel than hotel) and were told it was complimentary and that our room would be refunde for Friday night. Saturday we stayed at the Hilton. The service was below expectations and we also found out there was no plumbing problem they had just overbooked. The managers are not honest and we still have not seen the refund. I didn't pay to stay in a cheap hotel but that's what we got. Staff is rude and dishonest. Pool is not heated. But down the road we saw that the best western was advertising a heated pool. The rooms had no fridge or microwave. And Also no wi-fi. This hotel was far from a resort. If you are looking for a nice hotel this is not that either. We will never stay here again or recommend it to anyone else.

Great location on the beach. We arrived around check-in time and there was a Mary Kay convention going on. When we asked where to park we were told that the garage was full and that the Mary Kay people would be gone around 8 pm. The room itself was clean and nice. The biggest problem was the noise. We heard dresser drawers opening and closing, toilets flushing, etc. We heard a lot of noise and people talking in the hallway until 11:30pm. And the A/C compressor was very loud when it was running, and it switched on and off all night. No free breakfast with the rate we paid. And on the lower floors there isn't a view of the beach. We did the cruise shuttle. It was good going to the ship but coming back it was somewhat disorganized. The driver was picking up and dropping off at 2 ships and 4 hotel parking lots, and at every stop she had to reshuffle the bags.

The service was exceptional. We ran into some problems, airline and computer not hotel, and the Hotel went out of their way to help us resolve them. Couldn't have been more gracious and pleasant. Loved the location. Room was very nice, great beds. Wish we had had grandchildren with us because the pool area would have delighted them. Can't wait to go back.

I am sitting in a very nice, clean room with a balcony. Great view of the Gulf. My disappointments are that I didn't realize hotel rooms in this price range weren't equipped with at least small refrigerators and microwaves??? I guess they want to make sure you come to their bar and restaurant and spend more money? Also, in this day and age you would think they would offer free high speed internet access instead of charging nearly $10 a day. It is doubtful that we will stay here again.

We stayed at this resort for several days and was very impressed with our stay. The hotel was very clean, the staff was extremely courteous, and we have no complaints whatsoever. Would definitely stay here again.

We requested a low floor & were put on the 5th floor in the very last room, eventhough we had arrived early to make sure we could get a low floor. The A/C was way too noisey. We didn't get any sleep. The rooms are priced entirely too high. They need to make some updates around the hotel & hire friendlier employees. Got a beer & a mixed drink at the bar & it was $13! I would advise you to stay somewhere else.

Wonderful hotel. clean, quiet, very nice relaxing room. We were there Spring Break and it was full, even so, it was quiet after around 10:00 p.m. and we never heard anyone at the pool after that time either. would definitely stay again in fact we plan on it next fall.

just recently went to galveston for spring break we chose the hilton because of location bad mistake. they have a check in time of 4 we waited a hour and half for room with 2 pre teenagers it seemed like forever we didnt get the room we had reserved due to over booking we ended up in the new tower which has no balconies. after all this talked to manager there was no im sorry, no upgrade nothing. very unprofessional for being called a resort.