Hilton Palm Beach Airport, West Palm Beach FL

My husband and I stay here anytime we want to go on a staycation. Very nice hotel. Lots of amenities, great food, free happy hour and most importantly, the friendliest staff! I could go on for days about how wonderful the staff is. I want to give a special shout out to Jessica and Phillip from the Tiki Bar. They are the nicest wait staff that I have the pleasure of interacting with. I highly recommend all to stay here, I promise you that you will love staying there as much as we do.

Great visit. Love the pool area with pool and foosball tables. Breakfast staff was outstanding. Front desk check-in was smooth even though the hotel was almost sold out. The hotel is not new but I would definitely stay here again

Fresh towels would have been nice. There is only one hook on the door. If towels are piled on the floor, then it makes sense to replace with fresh towels. There was not a hair dryer in the room either. We had an incident in the hotel lobby due to wet slippery floors. There are better options for the price we paid so I would not return.

I am only posting this review after writing the Front Desk Manager twice (Ryan Shuman) along with Hilton directly and receiving no reply.

Below is the email sent to the aforementioned parties:

Dear Ryan,

I hope this letter finds you well. I am writing to express my deep disappointment and concern regarding my recent stay at the Hilton Hotel in West Palm Beach, Florida, on the night of (redacted), 2023.

Upon our arrival at the hotel, my experience took a distressing turn. The initial room assigned to us was far from satisfactory. The soap provided was clearly used and had hairs embedded in it, and the room showed clear signs of inadequate cleaning, including toothpaste markings in the bathroom and makeup residue on the dresser counter (see attached pictures). While we appreciate the assistance of your staff members, especially Gessica, who moved us to a more suitable room, including a complimentary upgrade, and provided us with complimentary breakfast, our troubles did not end there (note: the complimentary breakfast wasn’t used due to the horribly distressing stay that ensued from here).

Later that evening after being given the new room due to the more than inadequate cleanliness of the 1st room, we were happy, we showered and got into bed and tried to fall asleep. We then experienced a frightening issue when the neighboring room's occupant was playing extremely loud, disturbing, and violent-sounding video games with shooting/gun noises, causing us great discomfort and concern for our safety (video available upon request). To provide more context, this occurred late at night and continued endlessly. To illustrate the magnitude of our discomfort, this continued well into the early hours of the morning. It was in response to this disturbing noise that we sought another room change after about 2hrs of being unable to sleep from this noise and it now being well past 1am. We went down to the front desk in our pajamas, with our packed luggage’s where we met John who now assigned us our third room at your hotel. We got to the room to find that it had a malfunctioning air conditioner, making it unbearably hot - the A/C would not turn on at all. The thermostat was unresponsive, and despite our exhaustion and distress, our concerns were met with apathy from your staff member, John - we called down to John and at this point we were in near tears and told him that the air conditioner is broken. John replied “if you’re going to look for something wrong with every room, I’m gonna run out of rooms to put you in”. I was bewildered because these were legitimate and actually scary and disturbing issues that we should’ve been immediately apologized to and given the best treatment, and at this point it was 1: 45 AM. Rather than simply provide us a new room, John insisted on sending up a maintenance person (unsure if this was their actual role/title or not) and after waiting for this person to arrive and fiddle with the thermostat, this person verified that the air conditioner was in fact broken and not working whatsoever. This person then walked us to a fourth and final room which we finally were able to sleep in from 2 AM until we left for the airport later that same morning.

Our stay was so far from the pleasant experience we expected from the Hilton brand.

I believe that the issues we encountered during our stay were not only disturbing but also fell significantly short of the standard of service that a most basic value hotel would have, let alone the Hilton brand. We were unable to enjoy a restful night's sleep and felt genuinely unsafe during parts of our stay.

Given the multiple issues and disruptions we experienced, we kindly request a refund for the one-night stay to compensate us for the distress and inconvenience we endured.

We hope that this matter can be resolved promptly and amicably. Please feel free to contact me at (redacted) or by return email to discuss this further. We look forward to a prompt resolution to this issue.

Thank you for your attention to this matter.

I guess it's close to the airport. If you're flying that's nice. We had to stay here because it was the hotel choice for a stay to play baseball tournament. Otherwise avoid. Beds weren't great, but that's hit or miss with a lot of hotels. But for $200+ a night the water in the tub/shower takes several minutes to get hot and then seems to randomly get cooler and hottest during the shower without touching the handle. There is a bad smell in the hallways. They don't have sec network which again is hit and miss but they use satellite. The TV was a black screen on every channel so my wife called to say she thought someone needed to look at our TV. We were told they use satellite, and it goes out any time the weather is bad which is all the time in this particular location with pop up storms.
Not related to this particular rating. There isn't any breakfast which is odd for a stay to play hotel for a baseball tournament. And even more inconvenient is no laundry anywhere. So if you stay here for a tournament be prepared to try to find a laundromat and leave a little earlier for the early morning games to grab breakfast.

With the name Hilton, I was really under the impression that they would be on the top of the line regarding hospitality. I would like to express that the way the employees conduct themselves says a lot about management. Room 802 was not up to date, and had pipe noise like a high-pitched ring all throughout the day and night, which may it very annoying. The front desk at check-in and check-out was uptight and not welcoming. The room is not updated and run down. The positive was the outside bartender who was very nice, attentive, and hospitable.

THIS HOTEL IS GARBAGE!

Rude employees and zero interest in helping the custoner. I am a loyal Hilton Honors member so it pains me to leave this review, but this hotel truly sucks!
I checked in for a 2 night stay around 5p on Friday, 9/23. When I got to my room, I discovered that my TV would not get any channels - it was showing "no data. " When I went down to alert the front desk about it, they told me there was nothing they could do about it until the next day. I went there again this morning and they told me that Engineering would get right on it - I still can't watch any TV, and as football is on this is really a pain in the a$$.

Finally, I just went up to the night Manger and asked for more water - as a Hilton Honors member, I have never had an issue getting water each day of my stay. I was told, very rudely, that he wasn't going to do this as you only get water for the first night regardless of how long you stay. He then turned his back on me and tried to ignore the situation. After pointing out that I have always received water each night as I have been a hilton honors member for decades, he angrily slammed a bag of 2 waters and said "there are your waters" and stormed away.

I normally don't complain, but I've gotta say that this hotel is way below the Hilton standard.

My recommendation: AVOID staying here - it truly is a bad experience.

Took a trip back to the 1990s
The rooms, bathrooms were not what I expected for the price.

I stayed one night for business, never again the hotel needs to be remodel asap the rooms are old, dirty and the walls are chipped. There’s was a sports teams and the buffet was totally crowded by the kids in the morning it was so packed that you couldn’t see the food, I had to order a la carte and asked twice for my food because they took forever, management did nothing to control the situation. The room next door to mine was having a party all night and they were banging on the walls and screaming all night the next morning two boxes of empty cans of beer were on the hallway, I told the front desk guy and I showed him the picture, he said a manager was going to contact me to follow up, I called back a couple days and talked to the same guy and he said the manager hasn’t been in a week but he was going to call me back as soon as possible, is being a week and nobody has called me.

Check-in was horrible. Bad attention from the representative. He didn't even know how to get to the room.

A beautiful hotel very close to Palm Beach Airport. A very pleasant atmosphere and the personnel was magnific. I will be back in my next business trip.

Just stayed at this location this past weekend for an event, HORRIBLE customer service provided by the apparent “MOD” Gessica and her front desk coworker, Cassidy. Our reservation was mysteriously cancelled and there was no conclusion who cancelled it or why. I confirmed from Priceline that our room was active and fully paid for and had proof resent with that confirmation directly to the hotel. It still wasn’t enough to resolve the issue herself! She kept giving us a blank stare and “I don’t know” responses.
When we finally received a room key, our room smelled like pure cigarettes and was offered to have our room sprayed with air freshener? Keeping in mind we were so excited to be in town for an important family event that evening, due to THIS issue without any urgency getting help to resolve it, we ended up being late entirely!
The evening receptionist, Xavier, who assisted with moving us to another room when we returned from our event, was more pleasant and personable than the other two employees were! I appreciated his kind service that he provided in the short 10 minutes that I interacted with him.
The second room we moved to had dirty pillowcases and no toiletries in the bathroom, also smelled like smoke, paint chipped, our toilet even overflowed! Maintenance came to fix the toilet issue but nothing to clean all the toilet water that was all over the floor, said he would get housekeeping to clean, they never came!
For a Hilton, in “Palm Beach county $”, this was one of the worst experiences I’ve ever had! I felt so frustrated and embarrassed as we were traveling with our 3 younger kids and other family members.
If you’re overwhelmed with reading this lengthy review, imagine going through it! I will never return or recommend this Hilton location to ANYBODY!

Front desk staff is unprofessional and dumb. They rented us someone’s else’s room so had to request for new room. The staff is really slow during check in process they seem to get confuse.

The rooms and old and furniture is old. Doors are scratched off and need to be painted again. Windows are old and need to get change.

Alright for 1 night layover. Nothing special for a Hilton.

We love it there we are not used to paying to use the pool. Sometimes we stay over night we enjoy the hotel and we love Phillip the bartender he keeps us coming back and we usually always makes us feel welcome. Just came back from there today. Great hotel

August 2023 update: Still really weak wifi, actually no signal in my room this time, engineering came up and played with it for 15 minutes and couldn't get it to work.

March 2023 Worst wifi in the country, weak signal drops off every 5 minutes. It worked fine about 5 years ago but something happened and it's really bad now.

Typical hotel with hotel amenities. Staff were friendly and informative. The hotel has great happy hour and manager hour. Not near any restaurants.

I love this hotel! This Hilton is near the PBI airport and shops. Lenier and Victor gave service with excellence. The Breakfast will not disappoint. The exquisite view will give any event or special night the magical vibe.
It's nice when you come to a place and the manager (Edwin) comes out to see how is everything. Definitely little home away from home. Champions of Service