Hilton Rose Hall Resort & Spa

Hi good day, I was there for my mothers day and also to surprise my sister and family who were there on their regular trip as well from Canada. I left with tears and a bad taste of poor service which is unusual for me. I always receive good treatment but was obviously sterotyped on that weekend. I visit at least twice per year as i strongly believe in supporting our local industry. Upon checkout i was told as usual that we are able to stay on property for as long as we are ready to leave. My kids went to the coffee shop and was told that they couldnt get anything after 1pm. I went back to the front desk to enquire as this was not stated to me before and did not want the same embarrassment at the buffet. First of all the clerk herself was shocked but she went to enquire and then she proceeded to ask if i was apart of a group. I told her no but she said i am not able to have lunch and would have to leave the property. I think this is rude as i was not aware of these new rules or else i would have eaten lunch as we had a long journey ahead with two kids. I was also told it was just for the day which i found startling as it seems it was geared specifically to residents. I have been visiting this hotel since wynham days and its my favorite as i find after staying here i am more relaxed and the kids love it here but will have to think twice when making future vacation plans. Read less

So let me start by saying a majority of the hotel staff are fantastic. They are helpful and polite and seem to really care about you having a good time. The grounds are beautiful and there is plenty to do for children although we didn’t have any in our party. The buffet food has been AMAZING. We have not had any issues with people hogging pool chairs or floaty rings on either the water park pool or quieter pool, although we are not here at peak season. I do think that cleaning around the pool side could be better as guests tend to take their drinks with them around the lazy river and then leave the cups everywhere. A couple of times I’ve had to dodge a spilt sticky drink on the side of the pool. Housekeeping come daily. And restock complementary drinks in your fridge as well as cleaning. The rooms were ok but they are tired. We also notice that the cleaning staff do a basic job. They basically make the bed, don’t change the sheets and give you some new towels. We were here for about 10 days and our sheets were only change 3 times. We have a balcony view that looks over the golf course and the see and it is simply breath taking! We had an issue with noise in our first room as we were placed on the 2nd floor by some kind of generator and there would be a loud banging in the early hours every night. We requested to be moved and without argument they moved us at 2am and were kind and courteous and helped us with our bags 2nd issue - we had ordered a birthday package for a cabana. We were told it would be ready at 1pm, we waited and chased it up and by 2.30pm they called us to tell us they didn’t even have the special dietary item required. However the hotel staff refunded us no problem and the guest services manager Shakira was fantastic and offered us a complementary alternative for the poor experience. Be aware the walls are PAPER thin. I am currently writing this at 4٫50 am, wide awake as I can hear the neighbour who obviously forget their cpap, snoring very loudly. BRING EAR PLUGS! They do have a shop on site that sells a few convenience items and souvenirs - so I’ll be off there soon to get some. I’m not sure much can be done about this as the rooms all seem to have adjoining doors and so the walls and doors are thin by design. And my last issue but only a minor annoyance, someone is obviously smoking weed in there hotel room because our whole room stinks of it and it’s coming through the vents! Our family on a different floor also had this issues. Now it’s Jamaica and you can’t escape it! But honestly in the hotel rooms? There are balcony’s in all the rooms if people wanted to smoke…just gross. We are here for another week and I have no doubt we will continue to enjoy our stay despite these minor issues Read less

My family was stereo-typed because we are Jamaicans, we didn't get any favorable rates on booking nor did we get freebies. We got there are a lot of Jamaican on property today so you have to leave as we were checking out, I asked what's the issue, the response was too much Jamaicans here today. the front desk rep were confused or reluctant in their response as it seems this was new to them. I was so hurt, My family and I will never return. REALLY SAD PEOPLE COME TO YOUR COUNTRY AND SHOW NO REGARDS FOR YOU !!!!. TERRIBLE Read less

Overall a pleasant experience with my family during a week long stay. Check in was straightforward , however the receptionist did not provide sufficient detail about food allergy processes to ensure my daughter remained well, after a brief chat with GM and Jean & Dion who apologised and made good on their commitment to accommodate any food allergies. Rooms were clean and tidy and the bed provided the most comfortable sleep in a long time. Throughout the stay all staff were professional and courteous although Jamaica time did kick in now and then. Amenities were enough to entertain a diverse party of six and I could locate quiet spots away from the loud music. This is a good place for relaxing doing very little for a short time but can feel sandy after a week Read less

As for the majority of educators in Jamaica, it is the norm to celebrate us at a specific time of year by going to a resort. My colleagues and I went to the Hilton Rose Hall Resort & Spa and it left a bitter taste in our mouths. The check in process was a smooth one as we arrived before 4pm, nonetheless, we were given access to the premises and was told to check back for our rooms a little later. It was all fine as we explored the amenities that they had to offer. When my roommate and I got to our room, we got a call from the front desk stating that she needs to come down to provide her address and telephone number. (Please note that while checking in, Ashmara asked if it was fine to use the address on her ID and she stated yes). In less than ten minutes, we received another phone call from the front desk stating that she needs to come down now as they need the information. I guess we were taking too long so they sent someone by the room to get the information. Mind you, she was not in a hurry as she wasn’t feeling well and that was the front desk agent’s negligence for not checking the documents to see that all required information is indeed given. We then went to the buffet for dinner but the choices weren’t appealing to us and so we decided to go to the Rum Factory. We stood there for more than 30 minutes waiting for seats. It’s a group of 12 and so they informed us that they would split the group in two which we didn’t have a problem. (We are recommending that the tables be cleared in a more timely manner as this was the reason we waited so long). Our server, Gregory provided a good service which helped us to get over the fact that we were waiting for a while. Our stay wasn’t a bad one overall as we enjoyed the entertainment by the pool during the day and the bingo party, silent headphone party and the cricket club in the night. We checked out of the rooms and returned all that we were expected to return and issued with checkout passes. We were asked if we were leaving the premises at the time of checkout and we informed the agent that we would tag along a little more. For those persons who wanted to go in the water and requested towels were issued with towel passes; we were never given a time to leave the premises. The remainder of us went to the Mangoes restaurant for lunch where we met with ATTITUDE from Rushel. She was very unpleasant and took a while to serve us. It was as if we were beggars. The situation escalated when we were actually denied meals. At 12:05pm, two of my colleagues went to the Jerk Hut and were informed that they would not be able to provide them with the meals as they weren’t wearing any arm bands (Arm bands were removed at checkout even though we were not yet ready to leave). A colleague and I then went to the beach. After swimming for a short period of time, we were called out by our colleagues. This was the final straw as they were abruptly asked to vacate the premises by Carl. This left us feeling humiliated and unwelcome. This came after he was walking by and asked them how was the vacation, which I found rather strange, but thinking about it now, they were without arm bands. My colleague expressed to him of their experience at the jerk hut being denied food and Carl told them that they shouldn’t be here as they only had 1 hour after checkout to be on the premises and he’s going to ask them to vacate the premises. He was informed that our transportation was not yet here and he told them to wait at the front for same and then proceeded to a security officer. We went to the front desk to express our concern and was informed that the General Manager wasn’t there to do same. We were even informed by the Supervisor, Diamond that this is how Carl is as he is very passionate about his job and keeping up with the hotel’s policies. This experience has left us deeply disappointed and has raised serious concerns about the hotel's commitment to inclusivity and guest welfare. I hope that by sharing our experience, the hotel management will take necessary steps to address these issues and ensure that no other guest has to endure similar treatment. If this is how the ‘Playa’ brand treats guests of our colour, IT IS NOT GOOD! Read less