So do you think that hotel reviews really tell the full story? The brutal truth is that if you only go by the star levels, you may miss a great experience. Believe me when I tell you the intention was there on our recent trip to the Hilton Curacao to do an exhaustive review of the property on this blog. I took some pictures, met the staff and was prepared to tell it all good or bad. However, in the end, that plan was derailed and here is why. Those damn reviews.
Leading up to this trip, much like every other trip our family takes, I had done the research. I knew every detail on this property due to the reviews that were out there. The reviews are many and, well, they almost all stink! So many reviews and most of them bad, but I found an interesting trend for a majority of these reviews. They were mainly poor due to the property itself. Needless to say our expectations were quite low, but we had some free nights to use and Curacao was nowhere on the list of likely destinations, so why the hell not go? An endless trail of one and two star reviews that go into detail on the debilitating property that sits on a beautiful stretch of land in Curacao. The pictures below show the canvas Hilton has and makes me wonder why more isn’t done to make them the go-to location in the southern Caribbean? On the surface you may look at these pictures and believe that the property looks quite nice and if it wasn’t for the staff it wouldn’t look this good. Some band-aid action does the trick with some elbow grease thrown in.
The one redeeming glimmer of hope for the Hilton Curacao is that these same disparaging reviews on the property also gave extremely high compliments to the staff. In addition, to be sure, the property manager read these reviews as each one was responded to with humbleness and apologies. However, those compliments, as well as they were expressed never translated to the star level that the staff deserved.
It brought to my attention an important but unfortunate casualty to the star system, reviews overall and for the unintended recipients of poor reviews. No matter how good your staff may be, the reviews will never reflect it. I actually came to this realization about halfway through the trip as I encountered the same experience as a majority of the reviewers. The Hilton Curacao reviews were consistent and unfortunate. A great staff at an apparent cash-poor and lost-in-time hotel.
I feel depressed for the staff that has the task of taking a property that had obviously been neglected for years (decor appears to be 80’s) and make it seem pretty. But they do! The Hilton Curacao, as mentioned previously, was clean and the service level was some of the best our family had received at any hotel. You could sense the overcompensating that was taking place and don’t think we didn’t appreciate it. The staff knows their current situation and the fact that they have very little control over the solution, with the exception of two things. Clean like hell and give the guests the service that will hopefully make the physical issues dissipate, at least in perception.
But, is this a cycle that this staff will be forced to endure for the foreseeable future? To read the reviews you would believe that at some point the company would begin to make some changes and give the staff a product that would meet the service level. That is, if the corporate side of Hilton actually reads reviews. Honestly, the staff is handcuffed with very few options but pride.
SPG Staff Recognition Promotion Makes Sense
I received recently some coupons from SPG that enables guests to give these cards to the staff when they receive service that is above and beyond. This is a limited time promotion they are running with guests but it certainly helps recognize good service. This option doesn’t squash the need for rehab work to be done on properties such as the Hilton Curacao but it does allow for individual recognition, and for many of these workers, that would be enough. The sad reality of focusing on star reviews is that we are tempted to simply give the value based on the physical appeal of the hotel. It’s a natural response to unsightly environments in our travels.
When a staff member takes pride in where they work, it can be daunting to put on that smiling face when each review takes you down a notch. But at the Hilton Curacao, they seem to take it with a grain of salt hoping that the experience can possibly overcome any aesthetic blemishes. My family all agreed that with a minimal amount of money they could at least make some noticeable changes with a simple coat of paint and new carpet. Of course, as mentioned above it all depends on management getting the attention of the corporate side to make even the slightest and bare minimum enhancements.
I will be reaching out to the corporate side myself to first explain how fantastic the staff treated their guests, but second to let them know that their inaction on making some improvements is seriously jeopardizing their ability to compete. And when you have a view like this from your room seen below, and the staff to boot, you’re more than halfway there. To sum up, we would definitely go back to the Hilton Curacao but only due to the 5-Star Service we received. They should be proud of their treatment of the guests but in my honest opinion, they deserve more than just a pat on the back from me.
“Live Within Your Means, Travel Beyond Them!”
I have never been to Curacao and until I saw your “from room” pictures, had never thought of going there. Thanks for opening up a new vista!
The hotel is running a business. If you, a seasoned traveler, would “definitely go back to the Hilton Curacao” for whatever reason, why should they spend money refurbishing? That is on the assumption that the hotel is making money as is, which seems likely if it is plowing on. Small minded people think just that way. They don’t have the business head to think what a greater success they could make of their product if they invested in it!
Thanks for the comment and I certainly get that side of it, almost like I’m painting myself into a corner when mentioning my certain return. Quite unfortunate. On t your earlier comment? We were quite surprised with Curacao and I’m considering writing a piece or two on the island. Barely any Americans there which explains hy it never rose up to the top of my list. Incredible snorkeling and the infrastructure (which in my opinion on Caribbean islands can wear on you by the end of a vacation)is superb as it lies below the hurricane belt.Not your mile long beaches, more like the small intimate beaches you’d get in Italy or Greece. Some of the bluest water I’ve ever seen.
I’ve stayed in Curaçao= many times and normally stay at the Renaissance. But at couple of time I did stay at this hotel. I’m generally a Hilton preferred person. This place was like going into a different realm. I loved it. Thearchitecture, the decor, the feeling all bring me to a place that is different in time and space. The staff is beyond incredible. I know several people who stay there frequently. Sometimes we stay at hotels simply because of the staff and people. Thi is one of those places. But also important is the feeling that you are stepping back in time. Thi place is fantastic and anyshortcomings with the modernism is quickly overcome with the overall experience. I love Curaçao and this hotel.
I can appreciate that point of view from a nostalgia standpoint for sure. Again, it’s kind of like looking at your house and wanting to update it. The quickest and least expensive options are a fresh paint job, some new carpet and even new curtains which we noticed have been there since, well a long time. It’s a shame they won’t take these small steps to benefit their employees and guests.
Excellent article with some great points made. Nice work!