Bilmar Beach Resort

This was our first time staying at the Bilmar. We booked our room in July of 2023 in preparation for our visit for spring break in March of 2024. About 2 days before our arrival I received an email from the hotel saying that my room had to be switched because of overbooking and that I would be in one room for two nights and then move to a different room for the remainder of my stay. My wife and I were initially upset about this and the inconvenience that it may cause as well as not being able to get the beachfront room that we had initially reserved. However after talking with the assistant manager Kim several times on the phone and then meeting her in person upon our arrival she was able to get everything resolved and make the situation right. We did have to move our room after our first two nights however it was quick and easy and we ultimately got the room that we originally booked. For the inconvenience Kim was able to provide us a discount on the room and also some gift certificates to the Sloppy Joe's Restaurant and Waves Bar. I truly believe that what really defines a company is how good they respond to tough and difficult situations. They can either do nothing about it or make the situation right keeping the customer's best interest in mind. Kim and her staff did just that. We had an awesome time at the resort and enjoyed all of its amenities. We will definitely be considering returning for our next spring break. The entire front desk staff was friendly, polite and courteous, especially Heather who we dealt with on more than one occasion. Thanks for allowing us to have an awesome time at your resort! Read less

We went here for the son's high school senior class Spring Break. Our room was on the construction side. They didn't mention that at all at check in. Our hallway was blocked off, right by our room with temporary drywall for the first 3 days, so we worked around that. We arrived there Wednesday evening. I gave it a couple days and thought the noise was crazy. I called on Sunday and was told mgmt would call me around noon. No call back. I waited. By Tuesday morning I called again. Left the same message. No call back. Tuesday around 1:00 I went to front desk. No one could recall my two phone calls. They got mgmt to come out. She didn't seem to care and said they could refund me $80 in the amenities fees. I said that was unacceptable. She got the next manager. The second manager didn't seem to care either. I showed her the video of the noise and she stated "most people leave their rooms at 10am for the day and don't return til evening." Construction actually started around 8:30-9:00am. Well I'm not "most people". I would think the mini fridge, microwave and toaster in the room should be able to be used for breakfast, lunch and afternoon snacks if I want. We are always back in the room picking up stuff we forgot or going back for a rest before dinner. If I was just going to sleep in the room, I would have booked something way cheaper. She also stated the work should have been done in February, so why aren’t they compensating the customers stuck in the construction zone? We ran into a welder one day walking down the hallway, no barricades were set up and sparks were flying! Screws were laying in the hallway. The second manager could only refund 5 days of amenities fees. There should be no amenities fee in the first place! The items they charge you for, are usually items that hotels have as perks. The rooms on the construction side should not even be rented and if so, at half price and if the customer agrees to it. The room had a nice ocean view and the beach was nice. We are beach people so didn’t use the pool much. The pool usually looked crowded. I would maybe recommend this place to people, but would definitely tell them to ask about the construction first. I will be doing that for now on. They need to get better mgmt. Hire people that aren’t afraid to return phone calls and will go to a room to check out the noise and debris for themselves, instead of ignoring the problem. I am not able to upload the videos of the construction noise, but I attached some pics. Read less