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Reviewed 23 June 2021

Horrible service and they left if without ac for days in a 90 degree room. On top of that the front was extremely rude . They also charged us an extra $1000 that they later had to remove. You pay so much money to come on vacation to sweat like a pig and be miserable. We had a group of 20 and had a beyond horrible experience
I will never return
Save your money and don’t waste your time.

Date of stay: June 2021
Trip type: Travelled with family
4  Thank jenniferaL5775FY
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Management response:Responded 8 July 2021

Dear JenniferaL5775FY,
On June 21 and 22, 2021 our property experienced an air conditioning issue that was rectified on June 23. Thank you for taking the time to share your candid feedback during this period. We sincerely appreciate this and apologize for the unforeseen situation and less than positive experience you and your group had.
Our Executive Team has been investigating and liaising with the service providers to prevent a future occurrence of this nature. As an act of reconciliation, we have offered all guests affected return stays for the nights inconvenienced.
We look forward to hosting you again and having the opportunity to make it right. Our aim is and will always be to deliver an exceptional experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 June 2021

We are halfway through our 10 day stay here at Hilton Rose Hall and I am quite disappointed with our stay so far. We brought 32 family members with us to celebrate college graduation, high school graduations and birthdays.

The pros: this place is super clean and staff is super fanatical about keeping it that way. I felt completely safe here during covid. Masks are required everywhere indoors and whenever you order food/drinks at walk up counters. There’s also a lot to do here. The lazy river and slides and main pool are great. We haven’t had an issue finding towels or chairs during the day. The food at the sit down restaurants are very good as well.
The entertainment crew including Jamael and Alton are fantastic. Sheldon and Herman are great servers at cabanas.

The cons: if you are looking for a true Jamaican Island Experience, do not come here. It is a large corporate Hilton chain hotel. We are now almost 24 hours into having absolutely no air conditioning in any of the rooms in the Hotel. My refrigerator has not been stocked for 4 days. I had to call guest service daily to try and get waters for my room as well as an extra pillow. There are no coffee pots in rooms. There are also no robes provided. Also if you are looking for a pristine crystal water beach this is not the place for you. Go to negril. Beach here is very small and full of seaweed. Several workers here seem like it is a pain to serve you. I have never experienced that attitude with any other resort workers in Jamaica. Again I attribute that to these people working for a corporation instead of a smaller family owned style resort.

If I could swing it I would leave here and move somewhere else for the rest of our vacation that we’ve been planning for 2 years. Just simply disappointing.

Date of stay: June 2021
Trip type: Travelled with family
1  Thank AshleyB91998
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Management response:Responded 8 July 2021

Dear AshleyB91998,
On June 21 and 22, 2021 our property experienced an air conditioning issue that was rectified on June 23. Thank you for taking the time to share your candid feedback during this period. We sincerely appreciate this and apologize for the unforeseen situation and your your overall less than positive experience.
Our Executive Team has been investigating and liaising with the service providers to prevent a future occurrence of this nature. As an act of reconciliation, we have offered all guests affected return stays for the nights inconvenienced.
We look forward to hosting you again soon and having the opportunity to make it right. Our aim is and will always be to deliver an exceptional experience.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 June 2021

This was one of the best trip we took with are family. We stayed 6/14/21-6/18/21 and the hotel staff was amazing. We would get up and call room service for coffee and the were there within five minutes We had are grandson with us and this hotel caters to kids there is so much kids can do. We rented a cabana on the beach for 2 days and the waitress that took care of us was just the best. Her name was Shanta , I just hope the hotel gives her the recognition she deserves. She came in on her day off so she could wait on us Thank You Shanta.

Date of stay: June 2021
    • Value
    • Cleanliness
    • Service
1  Thank 196reedb
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 21 June 2021 via mobile

We made our reservation at Hilton Rose Hall for the back end of our trip because we trust Hilton and it is close to the airport.
Unfortunately we made a mistake with our reservation that we made with points. The staff at the front desk were very helpful, friendly and total lifesavers. They fixed everything with our reservation and thankfully upgraded us to an ocean view room. They also thanked us for our Hilton loyalty, which was nice! Our loyalty is because of their great customer service in situations like this.
My 18 year old son was so pleased that Hilton Rose Hall is an all inclusive resort! He was very happy with the variety at the buffet. Which, by the way, the staff at the buffet are Covid conscious and place the food on your plate for you.
It is a nice resort with many amenities.

Date of stay: June 2021
Trip type: Travelled with family
Thank Lisa H
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 21 June 2021

It took us 3 days but we finally found something that was NOT amazing....the serving portions are too large. You don't get 1 piece of bacon, you get 10. Seriously, that's it!!! EVERYONE and EVERYTHING was absolutely wonderful. We travel a lot and I can honestly say the staff was like nothing I've ever seen before. Wonderful, just wonderful. Great food, service, pool, beach, water park, room service and I can go on and on. Shout out to Shanta, Omar, Calvin and so many others. Ya'll made our vacation perfect. Thank you from the bottom of my heart.

Room tip: We had room 150........first floor beach front.....wonderful.
Date of stay: June 2021
    • Sleep Quality
    • Rooms
    • Service
1  Thank BeachBumSanAntonio
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
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