Hilton Rose Hall Resort & Spa

My family just returned from a 5-night vacation at Hilton Rose Hall Montego Bay. Overall, we had a fantastic time! We kept busy with activities all day & evening. The sea was gorgeous and maintenance really stayed on top of raking the sargassum. The main pool was relaxing and calm, and the waterpark pool was fun & active. The vast majority of the staff was super friendly, funny, and loving, We met some great families and we all had a blast together. Shout out to Jordan who was a fan favorite from the Entertainment Crew. He was so fun & energetic. A few pieces of constructive criticism: 1) I understand that we all have off days, but there were a few employees who were just downright grumpy the entire time. That's a bummer when you're on vacation and trying to reset your mind and body, Fortunately, these staff members were few and far between. The rest were amazing. 2) Food was meh. Definitely not the best we ever ate, It was tolerable. Our family agreed that the best meals were the Fresh breakfasts, the Seaside dinner (Sooo good!), and the Coffee Shop. Unfortunately, my son, who has a peanut allergy, couldn't eat any of the ice cream because they always had pistachio and the scoopers were shared amongst flavors. It would be nice if they had a simple vanilla at all times and stuck to one scooper for that flavor. The rest of the flavors were quite exotic, as was some of the food. They did a pretty good job at having something for everyone at most of the buffet dinners. However, there was one evening where even I was struggling to fill my plate. It was all spicy jerk flavors, curry flavor or other spicy options. Again, I think there should always be a section for "kids": plain pasta w/sauce on side, simple chicken, and simple starch. 3) Jamaican culture moves slllllooooowwwww...ha! I can totally appreciate a relaxed and laid back lifestyle. However, I shouldn't be completely finished with my meal before someone brings me my beverage or, worse, even asks us what we'd like to drink. Please just put glasses and pitchers of water at every table. This would make things soo much easier. Also, our TV was not connected to the Hilton property and we called three times to get someone to come and hook it up. Finally, after two days, my husband walked to the front desk and waited for someone to actually come downstairs. It was a 10 minute fix and didn't need to take over a day to complete. 4) Lastly, on our last evening, I went back to the room to start packing some items before going to Karaoke. To my surprise, I walked into my room and felt water dripping down my arm. When I flicked the light on, water was streaming, at a very fast rate, out of the ceiling light fixture!! My husband quickly ran to the front desk who said they would send maintenance. Well, you know how that went... Luckily, I was standing outside my door when someone from Housekeeping came by and helped us as much as he could on the spot. He proceeded to place two more maintenance calls in the 15 minutes he was with us. When the crew showed up, they did something with the air conditioning unit (I'm guessing this wasn't the first time this has happened) and fixed the issue. However, this took about 90 minutes away from our last evening and our air conditioning never felt cold again after that. Luckily we checked out the next day. I did tell the woman at the front desk the next morning when we checked out. I was hoping to receive a room credit (that did not happen), but I also wanted to inform them before they put another guest in the room. These few "issues" aside, we truly had a magnificent time! We would absolutely stay here again and I would definitely recommend it (especially if you book through Costco!). Just hope that you don't run into any issues because you may be waiting for quite some time. Read less

Recently went for my daughter’s 1st birthday, with over 15 family members and we will not be returning! We arrived at the resort around 12-1pm. We were able to check in with no issues, but our room was not ready until 4:30pm. We were told check in typically isn’t until 4pm, which I understand but usually rooms are available. Please keep in mind we have a baby and waited 3+ hrs to access our room. Upon entering the room we noticed the room was very small & we did not have the crib we requested prior to arrival. I contacted the front desk to see if we could be moved or upgrade to a bigger room & asked about the crib. The lady who answered the phone told me all rooms are the same size, about 350 sqft, unless I upgrade to a suite 1000sqft for an additional $2k. She notified me the only thing that would change is our view, but all rooms were the exact same and that a crib would be on its way. I visited my sister and mom’s room later that evening and their rooms were way more spacious. Our dresser in front of the bed literally could touch the bed. We had 3 suit cases and a stroller. The crib never arrived and we just let it go at that point . Service here is absolutely despicable! I have never received such horrible service at such a nice resort ! We reported behavior to management and were told to write a review since there was nothing they could do. There were a few employees who stood out for great service but overall the resort needs to be trained again in customer service. My wife and I are both Hilton rewards members and were completely blown away with the poor service received. I was embarrassed at the treatment not only we received at this Hilton property, but our other family members as well. The food was good but we will not be returning and we would recommend everyone do their research before booking this resort. Read less

We recently experienced our sixth visit to Jamaica, first time at this resort and our first hurricane while there. The resort did an excellent job in preparing for the hurricane. We received several letters in our room to inform us of what was happening. Due to the setup of this resort, we we're not confined to our room the day it hit. We were able to to go the buffet, coffee shop, lobby and sports bar without having to go outside (which was no permitted). The mountains behind us help block some of the winds and even though there were still several trees down and minor damage to the grounds, they worked very hard to clean it up and let us enjoy the rest of our stay. We would have appreciated a little more correspondence after the storm regarding what was open and what wasn't etc., but they were very busy with clean up and we were patient. Otherwise, besides the storm putting a little dent in our stay, here were our pros and cons for the resort overall: Pros: - The food was pretty good. Only the buffet was open to us for 4 of our days because of the storm but overall it was still good. - The lazy river area was beautiful and an added bonus. - Everything was clean and well maintained. Housekeeping was very good and very friendly. - Most of the staff was very friendly. Cons: - The rooms were decent size but the bathroom was very small and there was no bathtub. The addition of a magnifying mirror would also have been appreciated. - There are not near enough umbrellas around the pools. - The beach area was very odd. There was a small beach where most of the people used but the few chairs they had were on an incline and not comfortable. The bigger beach area had a ton of chairs and some umbrellas but they sat back quite a ways from the water and they built a row of cabanas in front of them which totally blocked the views. Hardly anyone used that beach and it was better than the smaller one. - Also on the beach were signs warning of sea urchins. So take water shoes! All in all though, it was a nice trip. We probably wouldn't stay at this resort again as we typically like adult only resorts but we used points for our stay and can't complain. I would recommend it for families. Read less

The grounds of this hotel are spectacular similar to other hotels in the Montego Bay area. The food was good. You can tell they invest in having a good chef. The room was clean but dated. The staff were hit and miss…some ok and others not. Overall, it has been the least welcoming hotel that I’ve ever stayed at in Jamaica. The worst part of the stay was when I returned from a day’s trip with a killer migraine and low blood sugar, 2 of the employees who are supposed to greet and assist guests, watched as I came out of the car that dropped me off. They were talking to each other near the main door. They did not move to offer any assistance as I struggled with my bags to walk that extensive distance from the drop off location to get into the lobby which is unusually a great distance compared to most hotels. They both stared at me as I walked by them standing at the lobby door no greeting whatsoever. I went inside and sat in the lobby to wait on the person who drove to park the car. While waiting, the taller of the two, Preston, came in and from a distance asked if I was checking in. I motioned to show him that my head was hurting and I couldn’t reply to him just then. He returned outside. As the person who dropped me off came in and we started walking toward the elevator to get to the room, I heard someone shouting, “Miss! Miss! Miss! Let me see your wristband!” Warner, the shorter of the two men, chased me down like I was a common criminal. I have never been harassed more or been made to feel like a criminal. People started to stare. Guests already have to pass through the security gate where they verify your validity to enter the property. I therefore believe that Warner’s behavior which caused me embarrassment in front of other guests and staff was unnecessary and unacceptable. That was not the only bad experience with staff but it was by far the worst. At check out we were not asked how was our stay. This has been the worst experience I’ve ever had in Jamaica and I will not return to this hotel nor would I recommend it to anyone. Read less

our stay here was one of the best experiences we have had! We came for my 60th BIRTHDAY, JULY 11TH. We dined at THE RUM FACTORY that night. ALL THE STAFF was extremely friendly and helpful. There was also another one who really stood out to us. His name was Aston and he worked at the Mango restaurant. HE WAS AWESOME ASTON!!! We also enjoyed the SPA, the service there was GREAT!!! THE KIDDIE POOL WAS LIVE, THE FOOD WAS UNIMAGINABLE. OVERALL EXPERIENCE WAS 100. WILL DEFINITELY RETURN IN THE FUTURE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Read less