Hilton Mauritius Resort & Spa

We booked a 5 night stay as a Diamond member. The welcome drink and candy given at check in were, I observed, given as standard. The booklet we were given for Diamond members, which appears to be as a replacement for them not having an executive lounge was grossly substandard. The vouchers for free drinks were 2 beer, 2 soft drinks, 2 wines and 2 cocktails only redeemable at the Sunset Bar & we waited well over 15 minutes on one occasion & we were almost made to feel like second class citizens for using vouchers. In other exec lounges you are provided with unlimited drinks and snacks at a set time where there was no snacks provided at all here.

Received a letter part way through our trip inviting us to Managers Cocktails on the Tuesday evening 6-7pm & we found staff favour US guests and we had to consistently ask for another drink and the snacks they were serving went to other guests first and we were not offered any.

The upgrade from a twin to king room was a nice touch but nothing special. We did get a complimentary hat and beach bag but not one each which was disappointing. Room was tired in places (furniture marked, scratched), the shower didn't work on the bath, shower cubicle leaked onto the floor making it very wet and none of the sockets worked on one side of the bed. There were also some ants, cockroach and spiders and a drain/sewage smell in the bathroom that was quite overpowering at times and it seemed to get worse.

Breakfast was included due to our status and was comprehensive. We found on two occasions we would be seated, asked if we wanted tea or coffee but then this didn't arrive and we had to ask again. Other times we weren't even asked but observed diners arriving after us who staff were falling over to bring coffee and tea to.

Paid to upgrade to half board so the evening meal was included. This cost 2600 rupees for the two of us (per night) which we felt was expensive. Buffet repetitive and the meat (beef/steak) was often so tough it could not be cut or at the other end of the scale - chicken not cooked properly which resulted in a bad case of food poisoning which impacted on our planned boat trip the following day after checkout.

What was also completely unacceptable though was being charged for water at mealtimes. We didn't even know, nor was it made clear that it was chargeable until we got up to leave and were chased like we were trying to abscond! Upon leaving we had only a quarter of a glass of a second bottle of water so we were charged for two bottles (300 rupees). Had the table not been cleared I'd have gone back and taken the 3/4 bottle I'd paid for. Hilton should make it clear when they offer you water that it is chargeable or provide a menu which has prices as water doesn't feature on any price list.

Gardens and pools were it's strength.The gym although small was good for a workout but there was no aircon which was a bit of a joke when it was so hot. We found it difficult to get sunbeds at times with people reserving them with towels and/or the fact it was busy and there just isn't enough to accommodate guests. We also saw glasses and bottles left by sunbeds and tables in the evening from guests in the day which weren't cleared.

Dirty flannels were taken one morning but never replaced, but then one got replaced then a few days later none got replaced. What was just unbelievable was the saga with the mug/cups. Any Brit will know that a cup of tea is pretty much essential no matter where you are in the world. On the first evening room service one dirty mug was taken and not replaced. The next day the only remaining mug which we had used was taken and not replaced. We left a note for evening housekeeping to ask for mugs - nothing. Next morning went to Guest Services to ask. We were promised they would be in our room later, no cups. We then rung housekeeping who said they would bring cups. Evening came, no cups. We rung Reception to ask for cups. FINALLY after 4 attempts we then get glasses brought to our room. The next day one cup then disappeared again