Hilton Guam Resort & Spa

Room was comfortable and staff was nice, especially Mr. Nakumura who really helped us with an issue we had.

We did not get room service for the whole 6 days we’ve stayed. Had to constantly ask for towels and toilet paper.

Feeling at home

Nothing

Food. 24hrs availability. Next to the beach

More parking?

Location is outstanding if you like a quiet place with excellent sea views, but out of "the action" areas. Hence shopping and restaurants are driving distance. The property consists of an old building that has had minimal upgrades over the years. Clean and tidy but fittings and fixtures are very old and tired looking. The beds are very comfortable. Staff are mixed: some seem to have trouble understanding English while others are polite and helpful. Housekeeping is very poor. We double-checked our PLEASE SERVICE ROOM sign on leaving in the morning. When we returned after dinner the sign had been turned to DO NOT DISTURB and the room had not been serviced. We requested new towels, but bath towels were not available. The staff promised to provide towels later. None arrived. Requested from another staff member. None arrived prior to us sleeping. Requested 3 towels from reception in the morning. Stated that they do not keep towels in reception but would request them "if there are any towels available". No apology offered. Finally received 2 pool towels 15 minutes later. All this on a day when we had been advised that hot water would be off from midday for maintenance.

This is a bit of a long review. I don’t often review. I can only comment on the check-in service because I am not in my room. I arrived at the hotel at 4am on the day of the booking after a 20hr flight for an 8 night stay. I approached reception but had to wait until 8 am to see the manager. At that time I asked if any rooms at my rate were available. I was told there were 3 rooms but he had to verify. At 12:30 pm I spoke to the manager at reception again. His response was they hadn’t heard from cleaning staff. Really? They have radios and he’s the manager. Then he told me that check-in before 3 pm is not the policy. I have worked in 28 countries and it was always said that the hotels will not guarantee a room before 3 but if one is available they get you in….including the Hilton. Extended stay beyond checkout I get. I won’t bother asking for one of those. So if you are coming here before 3 pm get yourself a long coffee! If you get here at 4 am get one big enough to last you 11 hrs. Ridiculous.

Nice view

Features, ADA accessible rooms, Tasi lounge for Tasi Tower guests & friendly, helpful staff!

Comforter & sheets smelled musty, NOT fresh!