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Reviewed 31 March 2019 via mobile

Friendly staff. Great food. Awesome onsite restaurant’s. FI-wi jerk hut a must try. Great golf course for a walk. Not the greatest beach. Hilton if u are reading this check in process need to be faster. After a long flight nobody needs to stand for an hour in a line. More staff, sit down to check in or train the other staff and managers to help during huge rush. Perfect for someone looking to to stay at resort for the whole vacation. Entertainment and shopping right on site. Shuttle to shopping and rose hall very helpful.

Date of stay: March 2019
Trip type: Travelled on business
Thank sramaiah
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ChrisannC, Social Media Coordinator at Hilton Rose Hall Resort & Spa, responded to this reviewResponded 2 April 2019

Thank you for taking the time to review our resort after your recent visit to our property.

We are delighted to hear that you were pleased with our facilities, food and with the excellent service provided by our staff members.

Our staff members take pride in their jobs and always strive to achieve 100% guest satisfaction, we are delighted to know that they were amazing and went above and beyond to make your stay a memorable one.

We do hope to see you and your family again in the future, making us “your home away from home".

Kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2019

Eating breakfast outside watching the sea and the sky. Food was very good and varied, we ate many items that we had never known of. The fruit and juices were excellent every day. All of the people, the music, and the pool and activities were a happy groove. We will be back. Royton and everyone were super helpful and we did lose track of what day it was.

Room tip: we had a regular room and it was great.
Date of stay: March 2019
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank Carol B
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ChrisannC, Social Media Coordinator at Hilton Rose Hall Resort & Spa, responded to this reviewResponded 2 April 2019

Thank you for taking the time to review our resort after your recent visit to our property.

We are delighted to hear that you were pleased with our facilities, food and with the excellent service provided by our staff members.

Our staff members take pride in their jobs and always strive to achieve 100% guest satisfaction, we are delighted to know that they were amazing and went above and beyond to make your stay a memorable one.

We do hope to see you and your family again in the future, making us “your home away from home".

Kind regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2019 via mobile

Have to start with the $1,000 unexpected Kids Club Fees. Although it was included in an email, it is very sneaky. We’ve stayed at many all-inclusives and the rate is the rate. We wrongly assumed that the fee applied if you used what is commonly referred to as a Kids Club babysitting service. Our kids are 14 and 10 and don’t need that. The $75 fee per child per day is mandatory. I was furious when told this at check in. A manager did her best and waived it for one child. Had I known the full price, it was a decent value, but it’s a terrible way to operate.

We only like to pay so much for resorts because we get claustrophobic and need to get off property so we spend $ on excursions and an occasional outside restaurant.

Once I got over the fee issue, we enjoyed the resort. We loved the layout and how everything, restaurants, bars, pools, surround the beaches and sea. As mentioned, the elevators were slow and crowded, but it wasn’t my biggest concern.

Food is pretty good for an all-inclusive. If you’re expecting amazing meals at a mid-range all inclusive, that’s fairly unrealistic. We had great breakfasts, good lunches and nice meals at Three Palms, Annie’s Smokehouse, Seaside and the Italian place. The jerk shack on the beach is a gem. We had no serious complaints about food. Drink service was fine, too. We usually approached bars ourselves, but that was no bother.

Rooms, housekeeping were fine. No problems or issues.

Staff was mostly professional and courteous, even the front desk staff when I became very agitated about the fees. Some of the worst staff were pool lifeguards and watercraft staff who were rude and treated adults and children like it was the city pool constantly yelling and blowing whistles over the smallest perceived infractions. This became very annoying. Some of them need serious training and reminders that these are paying guests.

As a whole, the issues are minor and it’s a great family resort for the price: Lots to do, good food and drink and mostly great staff. I would consider returning, although there is so much world yet to see.

If none of the things I’ve mentioned are deal breakers for you and you understand the fee structure, I’d recommend it as a family resort.

Date of stay: March 2019
Trip type: Travelled with family
2  Thank MRJackChicagosuburbs
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ChrisannC, Social Media Coordinator at Hilton Rose Hall Resort & Spa, responded to this reviewResponded 4 April 2019

Thank you for taking the time to review our resort after your recent visit to our property.

We are delighted to hear that you were pleased with our facilities, food and with the excellent service provided by our staff members.

Our staff members take pride in their jobs and always strive to achieve 100% guest satisfaction, we are delighted to know that they were amazing and went above and beyond to make your stay a memorable one.

There were some other areas that you provided feedback on and we do appreciate you letting us know as this will allow our Management Team to take corrective action where necessary however please bare in mind that you are not paying for the kids club and that you are paying for accommodation and food for the children as it is not included in the overall rate.

We do hope to see you and your family again in the future, making us “your home away from home".

Kind regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2019

Hilton Diamond Member Review -
Jamaica is absolutely gorgeous!! We had an amazing time!!

5 STARS for the Hilton Rose Hall BEACH, which was very well maintained & the VIEWS were amazing, the WATER was a million colors of blue!! POOL & CABANAS -Top Notch! GOLF Courses - Excellent!

4 STARS for the condition ROOMS, RESTAURANTS & overall facilities, they were nice & clean. Also the BELL-SERVICE and FRONT DESK staff were more than adequate & friendly.

3 STARS for the overall quality of the FOOD & the SERVICE was lacking (by some, not all).
HOUSEKEEPING: During our 6 night stay, our room was cleaned three times. They clean the vacating rooms 1st & although we were gone from 8am-3:30pm most days housekeeping would inevitably show up just after we arrived back to our room for a nap/shower (started to seem like on purpose) & offer towels.

BARTENDERS (Tiki Bar on the Beach only!): As we say in the South...they were as slow as molasses on a cold day!!! Not friendly, seemed completely put-out at all times & couldn't have cared less about how long it took to get a cocktail. There were no staff on the beach taking cocktails orders (that I saw, other than for the cabanas)...so after getting up & walking over, it would have been nice to have quick friendly service!

FOOD: Restaurants requiring reservations are good, but the inside lunch/dinner buffets are lacking immensely - avoid. Breakfast buffet is decent (omelet station saves the day, worth the wait). We actually spent money going off the resort twice looking for decent food. The pizza place is decent, but takes 35 minutes at least for your order, plan accordingly.

TIPS:
*Try to get a room in the tower that overlooks the golf course - much prettier views & more quiet than the tower overlooking the pool. Ask for as high a room as you can get for the views!
* The BEST food at the resort is the Jerk Chicken Shack on the beach (Ricardo & Andre Rock on their service too)!
*The reservation book for restaurants opens on Friday for the following week. CALL AHEAD if you have any status and make requests & they will try to accomodate (we were lucky). You get 3 reservations/stay. LUNA is the BEST, 3 Palms is the 2nd best & Seaside is 3rd for food (best for view).

Hilton Rose Hall has all the bones needed to be a top resort...but they have to work on the quality of their food and service (in some departments) to compete, in my opinion. I would definietly come back to Jamaica...but I would probably read recent reviews on this resort before deciding where to stay again.

Room tip: See details in above review
Date of stay: March 2019
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
1  Thank fitzinagain
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ChrisannC, Social Media Coordinator at Hilton Rose Hall Resort & Spa, responded to this reviewResponded 14 April 2019

Thank you for taking the time to review our resort after your recent visit to our property.

We are delighted to hear that you were pleased with our facilities, food and with the excellent service provided by our staff members.

There were some other areas that you provided feedback on and we do appreciate you letting us know as this will allow our Management Team to take corrective action where necessary.

We do hope to see you and your family again in the future, making us “your home away from home".

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 March 2019 via mobile

Service was really bad. We went to the seaside grill to have lunch and the waitress had alot of attitude and no patience. She slammed the glass of water on our table. Her name is jenieve. We would never come back to this hotel nor recommend it to anyone!!!!

Date of stay: March 2019
Trip type: Travelled with family
4  Thank Marshaboo
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ChrisannC, Social Media Coordinator at Hilton Rose Hall Resort & Spa, responded to this reviewResponded 2 April 2019

Thank you for choosing the Hilton Rose Hall & Spa for your recent vacation; it was indeed a pleasure to host you.
We do understand how disappointed you were and cannot apologize enough that we did not meet or exceed your expectations especially as it relates to customer service.

Do note this is not our standard nor that of Hilton's and we will address to ensure there is no re-occurrence as it relates to customer service.

We are delighted that overall you had a great time and loved the slides, lazy river and our engaging staff.

Our sincere apologies once more for not exceeding your expectations; we will continue to work on improving our service and offerings as at Hilton Rose Hall Resort & Spa we pride ourselves on delivering the highest level of service as we value your relationship with us.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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