We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Pointe Hilton Tapatio Cliffs Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We flew in on 4/3/2025 and immediately went to the Hilton Tapatio to get checked in, we scoped out the grounds and went to bed. We visited the Family pool on Friday 4/4/2025 for hours between 8am-9am, she had no signs and symptoms following this brief swim, therefore I dont believe it was this pool, she then swam in the falls pool with the slide on 4/6/2025 from 10am, (we checked out at approximately 1250pm via text), but stayed swimming until 430pm. My 7-yr old got extremely sick from the pools or food at the bar at the resort that led to her being in the hospital on the 7th and 8th with a $900 medical bill just for one visit we have yet to receive the bill for the other visit. I have stayed in numerous Hilton resorts across the US and internationally and we have never had an issue with being sick from a pool. The doctors informed us she picked up the ***** matter from The Hilton pool. I called to speak with a supervisor, and waited on hold for over 30 minutes, and then was passed on to security ********* who asked if my daughter drank the pool water. when asked to speak to a supervisor I was told the supervisor said, " we treat our pools" and was directed to email the supervisor. To me this is not customer service and is unacceptable from a Hilton resort that we paid $1,200 for. I emailed the supervisor who asked for my daughter's medical records confirming her stay and diagnosis, I refused due to her being a minor and HIPA and they refused to refund unless they receive her medical documents. I have all documents of our stay there, medical visits, and emails from the interaction with the supervisor at Tapatio. I was unable to upload all documents but can email them or submit another way.

Pointe Hilton Tapatio Cliffs Resort is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.