A correspondent shares his recent experience with an overwater bungalow at the Hilton Moorea. He found “the grounds are lovely, the staff was very nice, the breakfast excellent” (though service not proactive). However this was overshadowed by problems with his room and with the hotel’s service, truly creating a ‘stay from hell’.
- He was traveling with his wife and 3 kids. Hilton Reservations assured him this was fine, though many readers will be unsurprised to learn there’s an extra person charge. He was charged an additional $200 per night. It’s fine that’s the hotel policy, but not fine Hilton gave him contrary guidance and it led to a surprise charge.
- The TV in the room didn’t work, which also meant there wasn’t access to a room service menu because that’s offered through the TV, both of which were problematic during the downpour shortly after they arrived.
- The wifi didn’t work in the room, the toilet wouldn’t stop running, and the air conditioning only had on and off (the thermostat wasn’t functioning).
They “spent much of the evening with several workers trying unsuccessfully to fix these issues” and they “ask[ed] about checking out a day early” but no one could assist them that evening, and they were told to wait for a supervisor in the morning. The supervisor told them that by waiting they forfeited their ability to check out early.
The family was finally moved to another room, and told there would be no compensation for their inconveniences. The new room “had a clogged toilet” and staff reportedly seemed annoyed at being asked to address it. He also shares that “the desk clerk was insulting us on the phone in French, thinking we didn’t understand.”
It’s a shame to travel all that way and have a bad experience. I love French Polynesia, but often Americans have expectations (in part driven by the prices charged by hotels) that are mismatched with local service levels. In general French Polynesia service disappoints for 3 reasons: you’re combining island lackadaisical, with French indifference, and union representation.
There are a handful of hotels where service is better, the very top places are quite selective with their staffing. But they’re drawing from a limited pool of labor. And even there service can be forgetful. I’ve had some lovely stays.
Maintenance issues right now also don’t really surprise – it’s tough enough to keep things running well in the middle of the pacific ocean, but add in the pandemic and maintenance is an easy area to temporarily cut costs.
Still, insults when staff think you don’t speak the language really are unforgiveable, and can truly spoil a trip.
This could easily be a post on Hawaii. With some exceptions, Hawaii — especially Waikiki — is really, really disappointing.
Did the traveler contact Hilton corporate? I’d be curious what they have to say, especially re: the children sharing room.
Oh puhlease… this sounds made up or exaggerated.
We have stayed at the Hilton Moorea 4 times and it has always been lovely.
Their positives are on point but we have never seen this kind of behavior they state. Perhaps if it happened even in the slightest it was drive by confrontation about the number of guests and the guests attitudes.
They staff have remembered us from previous visits, been polite, lovely and accommodating. The Hilton Moorea is the best combination of everything on Moorea. Fantastic snorkeling at this location.
I totally agree with Carl, my wife and I had a very good experience at the Hilton Moorea.
It’s becoming more and more common for people to write bad reviews if hotels don’t give them what they unfairly demand and it sounds this is the case of a family upset for having to pay for the additional charges that were completely in line with the hotel policy.
Reminds me of a similar experience in Nassau in the Bahamas. The locals at the shops and public buses were lovely but once you get on hotel properties (we stayed and ate at three), everything was a challenge. In some ways, I feel for the staff given the penchant for dealing with rude clientele and crappy wages but will I go back…afraid not!
Add Mauritius and Seychelles to this list.
Union or not, that has NOTHING to do with the level of service.
Without victim shaming or thinking that my experience is the same as everyone’s experience, I do think the key point highlighted is “expectations that are mismatched”. The price reflects the land and views more than the buildings and service. And while Hilton, or any chain, stands to provide guarantees, when expectations are missed, people tend to dig in and turn small challenges to bigger issues and disappointments. Not to say those are not legitimate, but anytime you go international, especially to smaller islands or countries, e or rations should be modulated
We have been to Moorea twice and have stayed at 2 different hotels. First one was in one of the over the water bungalos it was an Inter Continental and it was magnificent. Everything about it! Second time it was a different hotel and we stayed in the main building of the hotel and again it was outstanding. So think either the Hilton is not being kept up to standards or thes poor people just had bad luck!
From Seattle to Moorea is quite a few hours. Why in God’s name would I stay in a Hilton. We stayed at the Sofitel Kia Ora Moorea Beach Resort. Couldn’t find anything to kvetch about. At every point they exceeded expectations. This is a French outpost. French is first language spoken, then Tahitian, then English. Even though the Hilton is a Franchise, I still wonder why you would choose to stay in one, instead of absorbing the local culture.
The French Polynesian hospitality of not being over the top and natural are exactly what I LOVE about Tahiti and her islands. (I suppose this is what was labelled as “island lackadaisical and french indifference” ). There are some guests who expect royal treatment ala emperor and his new clothes especially when they go to resort and island destinations. Unfortunately many of these destinations have caught up on that and end up with an almost cloying , over the top, bend over backwards type of hospitality and warmth that certain types of guests like. French Polynesia is NOT one of those. In my experience their hospitality is more sincere and once they feel that you see them as equal they open up in the most genuine way.
Go to Bali. Culture where hospitality is a virtue, not French, not union.
@Alan – having a hard time differentiating the Hilton from Sofitel. It’s not like it’s the only Sofitel. In other words, they are both larger chains. Now if you want to argue one is better than the other, that might be the case but the Hilton has bungalows as well. It’s not like it’s a DT Hilton where they stayed in floor 35.
Matches our experience in Tahiti… Combination of French arrogance with Polynesian lackadaisical attitude, everything is OK until a problem arises.
Before anybody jumps to the usual conclusions, we every time try to be literally the most accommodating, polite and considerate guests possible. It is their country, not ours.
Air Tahiti Nui was our worst flying experience.
Bali, Cambodia, even Mexico hospitality would run circles around French Polynesia.
Too long a distance, too high a cost to gamble on unpredictable results.
Sad for you, but we NEVER had a problem there (being there twice in different places) The French/Polynesian people were very friendly, courteous and went out of their way to help us with anything we needed. Don’t know if it’s because tried speaking some French or what, but they were all very nice and accommodating every time!
Bali wins hands down. Wonderful, accommodating people all over the island.
I think that the problems that you are describing are localized to that hotel. No need to tar all of Tahiti with that brush.
Service recovery when it’s done on island time is a thing. It’s not what I would expect from a place that expensive though
First, Hilton.com will not let one book an overwater bungalow with more than 3 people. The site will not let you book a room with over 4 people. Makes me think that the res center could not have told him that 5 was possible. Because you cannot book it that way. Most countries do not allow more than 3 in a room. The US being the exception. Second, all the other issues are very plausible. Over half of my clients complained about something on their Tahiti trips. But I can understand his dissatisfaction because that room was probably $1300+, if not more.
I think the original post and some of the comments represent a hasty generalization from a single negative experience into lambasting the French, etc.
But, the selling point of a chain hotel is the ability to expect a baseline level of quality anywhere in the world, irrespective of culture. It sounds like Hilton missed the mark here, $200 fee onwards, and that’s a cautionary tale worth knowing about.
Whether it’s the French Polynesia or any other exotic destination, many visitors have saved and spent a good chunk of their net worth for a special experience. It really ought to be perfect.
I am currently staying at the Hilton Moorea. Friendly staff, and as I booked in advance very fair room rate and prices for French Polynesia (even if they would be high compared to Hawaii). Five people in Bungalow? Yikes! The client should be refunded if he was told this was OK by Hilton customer service, but if that is the case I question corporate policy. I’m sure the neighbors enjoyed having a whole flock of children next door. In honesty, knowing what I know now, I would probably have booked at the Sofitel though. Staff is friendly, breakfast is fine, and dinner and lunch are quite good. Also the location is lovely. However, Hilton has gone to the extreme when it comes to COVID restrictions. Spa is closed, no beach or pool towel service, Polynesian show and fine dining restaurant closed, room is cleaned only upon request, Some may find this comforting, but many of us who have travelled 16 hours on a pane to get here have a slightly higher tolerance for risk. This is above and beyond the standard in French Polynesia of other hotels. I expected mask wearing in public spaces and social distancing but not half of services to be cancelled. Having a good time, but looking forward to my nights in Bora Bora, Tahaa, and back on the main island of Tahiti to have a bit of freedom. If Hilton is going to go so far above local restrictions and customs this should be made clear time at time of the booking, and even a free drink each day or a daily credit as offered when a resort is under construction would be a nice acknowledgement of the greatly reduced amenities.
I wish you would stop union bashing. Some people are good at their job, some people are okay at there job and yes some people shouldn’t be in that job. For example we have all met doctors that you think how did they become a doctor. That doesn’t mean they’re part of a Union.
I’m wholly mystified as to how union representation has anything to do with an extra person charge, or IT problems, or checking out a day early.
You may not like unions, but let’s be real: they don’t bargain over guest stay charges, remote island internet system reliability, or whether the hotel is kept in decent repair. These are ENTIRELY management responsibility.
I, too, have visited the Hilton Moorea and found the property to be fine, and the staff friendly and competent. Let’s not superimpose US libertarianism and political positions on the travails of running an international resort in a developing country, which present problems unlike typical US resorts.
Read Herman Wouk’s “Don’t Stop The Carnival” and just be glad anything works at all in far-flung Pacific Islands.
@SST I understand and agree with your argument that most issues experienced by some have nothing to do with the Unions (possibly high prices and failure to terminate poor employees might be somewhat attributable to unionization, but not other issues.) However, if you find French Polynesia to be 3rd world (especially the main society islands), you have not traveled much.
“service disappoints for 3 reasons: you’re combining island lackadaisical, with French indifference, and union representation.”
I love that. I’ve encountered the same service attitudes dealing with City of Austin, Travis County and even other quasi governmental organizations.
My wife and I had a great experience flying to PPT for our honeymoon on a brand new United Airlines 787 a few years ago. We stayed at the Hilton Moorea and loved it. Friendly helpful staff, good food , and beautiful room. I would happily do it all again.
Have to laugh at the people who think that because THEY had a nice time that EVERYONE has a nice time, and if you didn’t it’s your own damn fault.
What is it with this union-bashing?
Unions as a whole don’t lead to poor customer service. It leads to a system where you as an employee is on somewhat equal terms with management. You as an employee don’t need to accept everything your employer says in fear of being sacked on the day.
If you mean that proper service is only possible with people that have no rights without getting a lawyer yourself, then I am mystified.
In my eyes, properly treated employees are good employees. I prefer unionised employees over non-unionised. E.g. on SAS – the employees give good service and aren’t subserviant. They can joke with you, and they treat you kindly but not groveling.
It’s part of the organisational culture. If you can’t impose good customer service with unions, then you should get a better manager.