4/10 Fair
22 January 2025
Discriminatory access to the restaurants
First, I want to start with a very positive comment on the staff who was very nice, smiling and trying their best to please the customers.
This positive experience was tainted by a discriminatory policy to access the restaurants. Indeed, shortly after the start of our stay the hotel allegedly removed the booking of the restaurants to replace it by a first in first served policy.
However, customers ordering paying wine could reserve or cut the line. Because of that priority, the restaurants were running at 2/3 capacity and the wait time was over 2 hours.
So in practise, the access to restaurants was made impossible for customers not ordering wine, and they had to go to the buffet instead.
This policy causes two problems
1. This is no longer an all-inclusive resort, as access to restaurant is made very difficult without paying extra
2. This is a blatant discrimination against non-wine drinkers
I don’t know if this is an isolated incident for this resort or a general policy for Hilton
I have been to many all-inclusive resorts in the past, with other brands, and have never experienced such a policy. Rightly so, because this causes a bad customer experience and brand destruction.
Verified traveller
13-night family trip
Verified Hotels.com guest review
