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Reviewed 27 August 2019 via mobile

We stayed at the hilton 2 weeks ago to celebrate my sister's birthday...We had booked 3 rooms. Firstly, we did not get our rooms at the convened check in time, 2 rooms were allocated around 1hr pst check in time while we got the 3rd room at 16:40. We even received an apology note mentioning that we were offered canapes and a cocktail but had to redeem that at the bar. This was very cheap of a 5 star hotel as when you apologise you don't ask your guests to collect their stuff at the bar for something THE HOTEL messed up!!! I also think that they really have to improve their service standards...while having dinner we noticed that an employee was giving more attention to foreigners eventhough we've asked for service first...apart from that the food was delicious, that's the only reason I've marked it as average...

Date of stay: August 2019
Trip type: Travelled with family
2  Thank hanoua2016
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
HiltonMauritius, General Manager at Hilton Mauritius Resort & Spa, responded to this reviewResponded 29 August 2019

Dear hanoua2016,

Thank you for your review following your recent stay at our resort. Your feedback is extremely valuable to us, as we strive to improve with each and every stay.

Please accept our sincere apologies for the shortfalls you encountered. You have provided us with a sound description of your experience in our resort and together with the Executive Team, we will review your comments to improve our service and guest experiences.

On another note, we are glad to read that the food was very much to your liking and up to your satisfaction.

We thank you again for having taken your time to let us know about your feelings. We hope that you will nevertheless give us the opportunity of welcoming you again at the Hilton Mauritius Resort & Spa for a better resort experience.

Yours faithfully,

Jacques Brune
General Manager
Hilton Mauritius Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 August 2019

We stayed at Hilton from 16th till 22nd , our stay was pleasant and memorable , special Thanks to Chef Basudev who helped us with different Indian Food options during the course of our stay . The hotel & service staff was also courteous , the staff at water sports center helped us with various water activities. The beach was very beautiful , but the sea-waves don't reach the beach side as natural coral reefs stop them before they could hit the shores... its a common phenomenon throughout most beaches in Mauritius.

Date of stay: August 2019
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank jayesh g
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
HiltonMauritius, General Manager at Hilton Mauritius Resort & Spa, responded to this reviewResponded 26 August 2019

Dear jayesh g,

Warmest greetings from Hilton Mauritius Resort & Spa.

Thank you for your comments on TripAdvisor. We are glad to see that you have been overall satisfied with your stay in our resort. It is always a pleasure to have good feedback from our guests and to acknowledge the team members’ efforts, especially when they have provided quality service. We are very pleased that we lived up to your expectations and hope that we will be able to continue providing you with memorable service.

Please rest assured that your kind words of appreciation would be shared with Chef Basudeb, which will surely motivates him in his daily work.

We look forward to have the opportunity welcoming you back at the Hilton Mauritius Resort & Spa.

Yours faithfully,

Jacques Brune
General Manager
Hilton Mauritius Resort & Spa

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Reviewed 23 August 2019 via mobile

It's hard to say this, but the Hilton Resort & Spa disappointed me very much. It starts with the check in. I told them, that I need to fly back 2 days earlier, but they charged me fully upfront. The food was very bad. We had to give it back twice, because it was burned, or cold. And than the check out....I need 2 bills, 1 for the room and 1 for the extras. Hilton isn't able to do this and I'll get problems to expense it back!
Now, I need 2-3 weeks to wait for the money pay back.........Never ever again this Hilton!

Date of stay: August 2019
Trip type: Travelled on business
5  Thank F8199SSmartins
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
HiltonMauritius, General Manager at Hilton Mauritius Resort & Spa, responded to this reviewResponded 26 August 2019

Dear F8199SSmartins,

Warmest greetings from Hilton Mauritius Resort & Spa.

Thank you for your comments on TripAdvisor, while we do our best to always deliver a smooth experience to our esteemed Guests, it appears we fell short and did not meet your expectations during your stay with us. We are sorry and sincerely apologies for the shortfalls you have encountered.

Our guests’ comments are valuable to us and your remarks will certainly help us to further improve. Please rest assured that your various comments has been shared with our Executive team for immediate review.

We understand you may not wish to come back in our property but hope our response has gone some way to assuring you of the seriousness with which we viewed your comments and that you will consider staying with us again in the future.

Sincerely yours,

Jacques Brune
General Manager
Hilton Mauritius Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 August 2019

Pros:
- Nice spacious room (and nice bathroom) with nice balcony
- Staff are mostly polite
- Bed is comfortable
- Very nice beach (whether the hotel beach or the whole beach stretch)

Cons:
- Upon arrival, both of my credit cards did not work, although I have used the very same credit cards in soooooo many countries in different places of the world and have never had any problems. The front desk mentioned that this has happened many times with visitors!
- The internet (Especially in the room) is very terrible... and I mean VERY terrible
- While were were having dinner, the lady simply came and gave us the bill, although we were still eating and we never asked for the bill! This was totally unprofessional
- Although the staff are mostly nice and polite; however, they have no clue what the business of hospitality is! For example, one time in the Thai restaurant, were just 3 tables, and had like 4-5 waiters going back and forth, bumping into each other, coming again and again asking if we had already placed our order, put plates on our table then simply removing them silently without telling us why, .....etc. Also the barmen are very very very beginners in terms of preparing drinks. I can mention a million more examples but do not want to make this review much longer
- They give ONE bottle of water everyday although we were 2 in the room. If you request another bottle, they request from you to give them the empty one (glass bottle)! Finally we kept requesting until they would give us 2 bottle of water
- One day we requested coffee sachets, and after waiting 20 minutes they said they have only DECAF coffee and can also give us only 4 sachets of brown sugar because "they were out of stock"!!! Imagine we are in a 5-star resort and they are out of stock of regular coffee and brown sugar (mind you that Mauritius is "sugar land)
- If you get hungry between 3pm - 6:30 p.m, you are doomed :))) All restaurants are closed in that time and you end up having to order a small snack from the bar, which would arrive after a billion years
- We wanted to have dinner at the Thai restaurant when it opens at 6:30 (since we did not want to eat at the only other open buffet restaurant.... the reply was simply "we can only book you a table at 9:00 p.m. as you have to book at least 24 hours in advance!".... LOOOL.... We are on vacation people. So how would we know where, what, and when we will be eating the next day!
- Prices inside the resort are high (one 500ml plastic bottle of water for almost 3 US Dollars)

Room tip: Rooms next to the infinity pool are the most quiet and with the best view
Date of stay: August 2019
    • Location
    • Rooms
    • Service
2  Thank louayajam
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
HiltonMauritius, General Manager at Hilton Mauritius Resort & Spa, responded to this reviewResponded 20 August 2019

Dear louayajam,

Thank you for taking the time to share your experience about your recent stay at the Hilton Mauritius Resort & Spa.

While we do our best to always deliver a smooth experience to our esteemed Guests, it appears we fell short and did not meet your expectations during your stay with us.

We are sorry to read of the difficulties you experienced on various points during your stay in our property. Indeed, the incidents you describe are not representative of our high standards and please rest assured that your comments have been shared with the respective Heads of Department to ensure they address them and that appropriate corrective actions are taken where applicable.

Please accept our sincere apologies for these shortcomings; and again thank you again for bringing these points to our attention as it is through the feedback of our guest that we are able to understand better the customer experience.

Although, we understand your disappointment, we hope that our response will assure you of the seriousness with which we view your comments and that you will reconsider and give us the opportunity to welcome you again at the Hilton Mauritius Resort & Spa for a better resort experience.

With Kind regards

Jacques Brune
General Manager
Hilton Mauritius Resorts & Spa

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Reviewed 19 August 2019 via mobile

After 15 years a revisit after refurbishment a few years ago
Family suite with 2 bathrooms bed and sofa bed and balcony close to lobby in Irwin
Pleasant staff
As it’s winter , adults only pool is open to kids after 1400
Main pool has a warm jacuzzi
Beach volley , table tennis and other beach sports available and water sports too
Compact site
Could do with toilet facilities at beachside/poolside IMHO

Also note that electrical outlets are of French type I think

So you would need an adapter or reception may have some to borrow

Date of stay: August 2019
Trip type: Travelled with family
1  Thank desireea588
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
HiltonMauritius, General Manager at Hilton Mauritius Resort & Spa, responded to this reviewResponded 20 August 2019

Dear desireea588,

Warmest greeting from the Hilton Mauritius Resort & Spa!

Thank you very much for choosing once again our resort for your recent stay and for sharing your comments on TripAdvisor.

It is wonderful to read your nice comments in regards with your overall experience. We are delighted that you enjoyed your stay with us and that we lived up to your expectations.

We hope to have the pleasure of welcoming you in the near future at the Hilton Mauritius Resort & Spa.

With kind regards,

Jacques Brune
General Manager
Hilton Mauritius Resorts & Spa

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