Hilton Plaza

Hilton Plaza has officially lost its reputation and the standards expected of a hotel of this level. I booked a three-night stay. This was not my first visit to this hotel, but unfortunately, it will be my last. I will never stay at this hotel chain again, because I have never experienced such terrible treatment of guests anywhere in the world. I booked my room through Booking.com and specifically selected the option that included breakfast, which accordingly increased the total price of my stay. Upon check-in, the receptionist explained that I could order room service by scanning a QR code, but that I would have to pay a €10 room service charge. The next morning, I ordered my breakfast by phone, and the staff member reminded me that there would be a €10 room service charge. The breakfast was delivered to my room, and I was asked to sign a bill showing the full price of the breakfast — despite the fact that breakfast had already been included in the price of my stay. When I went to settle the bill for my room, I was absolutely shocked to discover that the hotel had charged me for the breakfast a second time simply because it had been delivered to my room. How, as a guest, was I supposed to know that the breakfast I had already paid for could not be used as room service? The hotel supervisor told me that I should have read the brochures in the room more carefully, and that I would then have known about this policy. However, I have photographs of the brochures, and there is not a single word stating that a breakfast already included and paid for cannot be used when ordering breakfast in the room. You are a five-star hotel. This is simply unacceptable. Charging a guest twice for exactly the same service is shameful and completely unworthy of the standards and reputation of a five-star hotel. If you have such unusual policies, you must clearly inform your guests about them in advance. You cannot simply charge a guest afterwards and then tell them that they should have somehow known about a rule that was never properly communicated. This was an extremely disappointing experience, especially as I had previously chosen your hotel and expected a completely different level of service. Unfortunately, this experience has completely changed my opinion of the hotel and the entire chain Adam didn’t even try to solve the situation, He was cold and unfriendly, repeating the same thing over and over without even paying attention to what I was saying. When I stay at the Hyatt, I also sign the bill for breakfast, but it is never included in the final total since the breakfast was already paid for. It was exactly the same at the Hilton La Romana: I would sign the bill but only pay for the in-room delivery fee. I never had such a bad experience in any other hotels around the world!!!

A hotel with very large rooms clean, wonderful breakfast with a variety of food for everyone, very helpful staff and very good location.

It may not be as well located as Hilton Vinna Park Hotel.