Hilton Marco Island Beach Resort and Spa in Marco Island, FL

Hilton Marco Island is the epitome of everything gone wrong with the modern day chain hotel. We decided to make a quick day trip from Miami because our kids had school off due to a Tuesday holiday. We drove out Monday afternoon and arrived around 5:30pm, where we were told it would be $38(+tax) to self park in an outdoor uncovered parking lot. We were woken up at 7am by construction (hammering and drills) that was happening in the hotel. We were hoping to enjoy a day on the beach and asked for a late check out. After a failed attempt with the front desk agent, we spoke with the manager on duty and were told the latest we could get is a 1pm check out (we are Gold members, but I read even the top Diamond members aren’t guaranteed late checkout). I explained to him that it kind of defeats the purpose to make a day trip from Miami if my kids can’t even enjoy a full day at the beach (They don’t have any shower facilities available so the only way to wash off after the beach would be in the room). I asked if the hotel was sold out the next day and he said no (it’s a Tuesday in September), they basically just don’t want to keep housekeeping around…which I find hard to believe none of the staff is still on around 3/4pm. Now we head down to the beach and it is $45(+tax) to rent a paddle board. This is on top of the $40 resort fee they have already charged us - so the resort fee doesn’t include breakfast (which was not great and ran us around $100), parking of any kind or any non-motorized beach gear. What a complete waste of money. Absolutely should have just stayed local and hit up Miami Beach, but wanted to try something different. Hilton as a brand has gotten pretty terrible. I have lifetime Platinum status with Marriott and while they aren’t perfect, I can’t imagine having this terrible of an experience with them.

This hotel is good but missed the mark a few ways that dropped a star. Housekeeping is just OK. They appear not to report obvious problems and just clean, so inspect your room fully upon check in. My room had an obviously broken hair dryer, and they had professionally wrapped it back up and put it in the drawer. 20+ minutes to get a new one, when we had somewhere to be.hot tub has no heat. It's a cold pool w bubbles. So if that's a selling point, go elsewhere. And I'm sitting here watching someone skim some gross brown foam off the top but not add any chemicals to fix the cause, and it's open for use now that he is done. They one of those stupid resort fees. It includes several things. Morning coffee, but not tea. Just coffee. It includes beach chairs and an umbrella. That's a 3rd party and they expect a tip on top of the fee you already paid. My bed had to defective. The springs made noise w every movement. The pool towels were very small and worn for a resort of this caliber, and there's some confusing towel vending machine to get them. I'm here is September and pool was crowded. Don't think hotel is full. Wonder if there would be enough pool chairs in March. This hotel appears to be dog friendly. Which meant i heard barking dogs at times in rooms. Overall this hotel was OK for the price paid off season. If I were here in season paying top dollar I would likely be disappointed.

My wife and I decided to take a few days and hang out on a beach for a few days. We normally head down to The Keys, but decided to try the west coast. Marco Island was going to be one of a few stops we were going to make. Long story short, after checking into the Hilton, we just stopped there. Great beach, fine folks, good food, and comfortable rooms. We are going back.

My husband and I decided to take a long weekend to Marco Island for the first time. When we arrived everything seemed great. However as time went by we weren’t so happy. The shower pressure was so low making it difficult to get a good shower, the AC made a squeaking noise everytime it came on in our room thought out the night. This place really needs a face lift. Power wash, painting etc. On top of that the bed was so uncomfortable and made so much noise. What really left a bad taste in my mouth is when we asked if we could have a late check out which would be just an extra hour they told us yes but $25. If you can tell me yes but there is a charge that means it wouldn’t be a problem but you just feel the need to charge. When I spoke to the manager her excuse was they have a lot of departures so it’s a lot more work to clean the rooms. Made no sense to me. Then she offered to removed the $25 if we had paid already for the extra hour. I say all of this to say we will never return back to this Hilton even being Hilton honors members . I hope you guys look into these issues we experienced while we visiting this hotel.

Positive Experiences Dining at The Deck at 560: Both breakfast and dinner were excellent! The food quality, presentation, and pacing were on par with what I have come to expect at a well-rated resort. We truly enjoyed each meal and recommended this to our close friends who live in Naples. Bar Staff: The bartenders throughout our stay were warm, professional, and attentive. They elevated the resort experience with their engaging service and attention to guests. Poolside Entertainment: The nighttime musical performers by the pool created a lively, relaxing ambiance that our entire family appreciated. This was one of the highlights of our evenings! Public Areas & Grounds: The main resort grounds and public areas were well-maintained, clean, and inviting. It is clear that the resort is capable of delivering high standards—unfortunately, those standards were not carried through to our room or the broader guest experience. Service & Room Issues Pre-Arrival & Check-In No Response to Pre-Stay Emails: I sent two messages through the resort’s website prior to arrival and never received a reply. No Bell Services Upon Arrival: There was no assistance with luggage upon check-in. This lack of a basic welcome service was surprising and inconsistent with luxury expectations. No Recognition of Hilton Gold Status: My Gold membership was never truly acknowledged at any point during our stay. No Explanation of Premier Preferred Benefits: We specifically booked a room on the Premier Preferred floor, but no explanation or orientation was given regarding the benefits of this program. No Transparency Around Resort Fees: The $30/day resort fee was not explained, and it remained unclear what exactly it covered and how it was to be used. Room-Specific Concerns Inoperable Balcony Doors: From day one, we reported that the balcony doors would not lock—raising safety concerns since our two young children were sleeping in the main room. We followed up again on Sunday. Only by Monday did someone inspect the doors, confirm they were broken, and inform us that nothing could be done. I did speak to the Chief Engineer personally about this but I played “phone tag” and finally met him at the front lobby. While Nathan was professional and very friendly and I believe he was genuinely concerned about this issue it was added time taken away from the pool/beach for something that should have been taken care of without my intervention. Poor Room Condition: The walls were marked and in need of repainting (we noticed a maintenance worker entering behind us as we were leaving our room). One lamp in the parlor room had a non operation light bulb and the wall-mounted light in the master suite above the painting did not work. The bathroom door required both hands to close properly seemingly due to poor alignment or a track issues. The left sink’s hot water was difficult to operate to the point it wasn’t even worth fussing with. Furniture was marred and in a state of disrepair Please see pics of furniture/toilets Lack of Attention to Detail: Overall, the room felt neglected. There was a clear absence of the attention to detail that defines a premier experience, especially on a floor that promises “hand-selected island luxury” and “a first-class experience.” Amenity Confusion Premier Preferred Benefits Not Explained: We were told nothing about preferred seating at the pool or The Deck at 560, despite it being advertised as part of the Premier Preferred Collection. When I asked pool staff and the restaurant hostess, both were unfamiliar with what those benefits even were. Departure Experience No Assistance with Luggage: As we struggled to load our Uber with bags at checkout, three bellmen stood inside the lobby and watched without offering to help. This moment, more than any other, reflected the absence of thoughtful hospitality we expected from Hilton. Late Check-Out Confusion: I requested a 1:00 PM late checkout and was told 12:00 PM was the best they could offer. On departure day, we were granted 12:45 PM, but: Our room keys were deactivated at 12:00 PM requiring yet another trip to the front desk. At 12:25 PM, housekeeping arrived to ask why we were still in the room—they said we were to be out by 12:30 PM which was still five minutes early; clearly they were unaware of the approved extension. Final Reflections We were never offered a room change despite the faulty doors. I have never and nor could I ever imagine this being an issue that is simply “ignored” at any hotel No meaningful apology or recovery effort was made. No proactive gestures were offered to recover the guest experience. A room credit was provided and while appreciative, it felt more like a transactional gesture than a genuine act of guest recovery. The promotional language on your website promises: “Take your Marco Island vacation to the next level with our Premier PREFERRED COLLECTION… offering a first-class experience you’ll remember for years to come.” Unfortunately, there was a wide gap between that promise and our actual experience.