Hilton Fiji Beach Resort and Spa

Ondrej Grulich8 months ago

2/5

Our recent week-long stay at Hilton Fiji Resort & Spa was a mix of highs and lows, and I want to provide a candid and constructive account of our experiences. We touched down early in the morning, a bit weary from the journey, but the check-in staff's warm and accommodating welcome lifted our spirits. They handed us a delightful welcome drink and offered to store our luggage until our room was ready. So, we decided to make the most of our time and spent the day lounging by the pool. It wasn't until around 4 pm that our room was finally ready to welcome us. Now, we were a group of friends, and we had requested an extra bed while upgrading our booking to accommodate a third person. However, when we walked into the room, it was set up for just two guests. A quick call to the front desk sorted out the situation, but it took them about 45 minutes to set up the third bed in the living room. What bothered us more was that essentials like a third towel and robe were missing. Considering the hotel knew about our party size well in advance, this was a bit disappointing. Adding to our initial hiccup, I noticed that my LARQ water bottle, which had been securely attached to my backpack during check-in, had mysteriously disappeared. I alerted the front desk, but they couldn't locate it, and unfortunately, I never heard back. It was a small thing, but it left me a tad disappointed. Let's talk about room service. Now, we understand that room service is typically more expensive, but the prices here were on the higher side. For example, a basic Spaghetti Bolognese cost over $40FJD, and there was an additional $10 delivery fee. The food was decent, portion sizes were generous, but it didn't quite hit the high notes we were hoping for. Our biggest challenge during our stay was the relentless noise from some film crew staying directly above us. They were noisy every night, banging doors, chatting loudly, and sometimes even screaming. The lack of door dampeners made the noise even more disruptive. After enduring three nights of this, we decided to take action. I headed to the front desk, and the supervisor was lovely enough to move us to a first-floor room. However, much like our previous room, it wasn't prepared for three people. The third bed didn't arrive until 7 pm, and we had to rearrange furniture to make it fit. Also, we still didn't have that elusive third bath towel and robe etc. But the biggest letdown was the food. On one occasion, we ordered room service, and it took a painful 90 minutes to arrive. When it finally did, the food was cold and unappetizing. To their credit, the F&B Director and Room Service Manager promptly responded to my email complaint, apologized, and removed the dinner charge from our bill. They even offered a fruit platter as an apology, though it never arrived - oh well. Our experiences at the Poolside bar menu in the Adults area weren't much better. The salads, onion rings, and chips were just not okay. And don't get me started on the Kebabs with Falafel and supposed Halloumi cheese – it turned out to be cream cheese instead, and the overall taste was disappointing, bland and dry. I was offered a can of coke as an apology:) Despite these hiccups, I have to commend the staff. Every single member we interacted with was incredibly polite, friendly, and always had a welcoming smile. They truly made our stay a bit brighter, and for that, we are grateful. In summary, our stay at Hilton Fiji Resort & Spa was decent but didn't quite match up to the prices we paid. We were hopeful about improvements under the new GM, but it seems there's still room for progress. Unfortunately, we won't be returning for another stay. We genuinely wish we could have shared more positive feedback.