Hilton Garden Inn
Reviews and Complaints

I stayed at the Hilton garden inn on April 7th 2018 in Sharonville OH. I booked a room through booking.com but forgot to add my AAA membership information to get a discount. So I went in and cancelled the booking, and also received a confirmation number. I then went on AAA website and booked the room through them with my discount. When I got to the hotel to check in everything seemed fine, went very quickly at the desk. I got to the room and there was only one bed, I had a printed confirmation showing 2 queen beds. So I went to the front desk and told the employee the situation. He said he saw both booking and asked to see the email I received from booking.com so I showed him. He apologized and got me a different room. He then asked to swipe my debit card again. He assured me it was protocol and I asked specifically Would the money be taken out a 2nd time and he said no. That was a very concern of mine because me and my son were in the area from out of town, we were in Sharonville for a basketball tournament. When I got to the room it had 2 beds, but something told me to check my account so I did and your hotel in fact took another $140 out of my account. I am a single mom, out of town with my son, with very limted money and I was now away from home for the weekend with $16 in my account. I went to the desk to talk to the man and he said he was sorry but there was nothing he could do. I explained we were out of town and he reassured me the money was not taken again, which was not accurate. He just kept saying sorry. I told him I had no way to feed my child for the duration of our trip now and he said you can get something from the pantry...which was snacks and soft drinks. I have a 6'2" 225 lbs 15 year old that plays sometimes 6 games in one day, he needed actual food not snacks. We were getting no where so I just left and me and my son ate out of a gas station down the street for the rest of the trip. needless to say I am very unhappy about how your hotel handled this. I would like to know what you plan to do to fix this? I have to wait 8-9 business days for the money to go back on my card and again I am so disappointed in your hotel.

I had a reservation at the Hilton garden inn on stemmons fwy in Dallas tx and along the way had car trouble so made it there later then what I expected. When I got there the guy was rude as ever. Told me they had no rooms available. Then when I went to asking what do I have to do make another reservation? Shrugged his shoulders and said I can try that. But check in isn't till 3 in the evening. Then I responded with I thought u had no rooms available and that my child was in the car with my friend and she had to be at a appointment in a few hours. So whateva it is I'll pay I just need a room. He said the room was 129 plus a accidental fee. Well rolled his eyes and said I'll see what I can do. I swiped my card I was given no receipt. I only received 21 dollars back after the hold was lifted. I thought accidental was like 40 but okay. I also got to the room and found that is was some type of pill left on the bed. But was too tired to complain and just needed some sleep so I checked the covers for anymore and went to sleep. Whenever I have stayed at the Hilton my breakfast was always complimentary. But was charged 15+ for that too.

My family and I recently stayed at your Hilton Garden Inn in Mount Laurel, NJ. However, during our stay there were several complaints about noise. During this time I had spoken with different front desk employees and was told that they could not here my family and I talking. So to ensure that we were being considerate of the other guest my family and I went outside. While outside we received more complaints. At this point my family as well as other hotel guest that were trying to enjoy the outside cut the night the night short and went back inside. I had spoken with the night desk employee and was told again that he could not here us and that it was some one just complaining. My family and I were very upset and did not feel comfortable during our stay.

I had to stay at the Hilton Garden Inn for a week that has a problem with rats! The management and staff acted like I was insane and profusely denied that a rat was in my room. So just to give some background information the first night I ordered a pizza the box contained no bite marks on it when the delivery guy delivered the pizza. Well woke up the next morning and realized that a rat had chewed through the cardboard box trying to get to the pizza. Staff " I can stand by my statement that we do not have rats! "Thursday rolls around and I personally witness a guy running through the lobby yelling there is a big rat in my room eating my pizza. So if you don't mind sharing a hotel room with a rat then make a reservation at Hilton Garden Inn 4535 Williams Blvd. Kenner La. 70065 the RAT in the room will keep the light on for you !

Dear Sir/Madam.

I would like to make a complaint about one of your hotel staff in the Hilton Garden inn Sunderland, Tyne and Wear.England.
Myself and my wife had been at a wedding and on our return to the hotel we tried to buy some sweets from next to hotel reception. I took a photo of the sweets as nobody was on reception at that time. When we came out the room I was accused of theft by your employee (coloured African gentleman). I proceeded to show him the photo I had took at 02.25am and then paid for the items by 02.28am (receipt and photo attached) The employee became very aggressive, rude and swore at me and said he would have me removed from the hotel to which I replied "I am a paying customer and have never been so insulted in all my life" He became very aggressive in his attitude and as you could understand I was and am not very happy.
After approx 15 minutes I spoke to another member of staff that understood my complaint...
This member of staff advised me to contact the Hilton Group to make this complaint. I am a company Director and I am a very respectable person NOT a Thief!. I was totally disgusted by the way I was spoken to and treat. I do not expect this sort of customer service from a well respected international company like yourself and I demand a full refund for my stay of £79. If I do not receive a full refund I will take this matter further including National newspapers and social media.
I have attached pictures of the sweets and the time the photo was taken it along with the receipt and time they were paid for.
I have been on your website and I need to quote the Hilton promise
"We promise to do whatever it takes to ensure you’re satisfied, or you don’t pay. You can count on us. GUARANTEED™. The Hilton Garden Inn Promise reflects our focus on hospitality and integrity. We are committed to providing an excellent hotel experience for every guest, every time."
I look forward to your satisfactory response.
Regards
Paul Shorton (very unhappy customer)

Date of stay at Hotel - 15.7.17
Time of incident - 02.28am 16.7.17

I attended a conference on 5/30/17- 5/31/17 in Middleton, WI. On the first day, our conference room was extremely cold. We had to ask at least 3 times to get the temperature adjusted.
The second day, I attended the AM sessions of the conference and returned to my room at approximately 1100 AM to retrieve my belongings and check out. Earlier I had stopped at the desk to confirm the 1200PM check out. When I entered my room, it was completely cleaned and my belongings were gone. It took me 3 attempts with the housekeeper to get most of my belongings returned. However, they never did find the notes I had taken from the previous day at the conference. Why would someone clean my room and remove my belongings prior to check out. This was extremely upsetting and I feel my privacy was completely violated. I have never had a bad experience at a Hilton Hotel, what's happened to the service? I am requesting a refund for my room cost.
Lori Horst
[protected]@twc.com

Me and a friend stayed at the Hilton garden inn in Mayfield Ohio. He used his employee rate for stay. We stayed 4 nights which came up to a total of 163 dollars and some change. We used my card to reserve the room, which the front desk agent told me the card could not be verified upon check in. So we used a different card to hold the room for incidentals. The charged that card 90 dollars and we paid 26 dollars and some change for the remainder balance at checkout. Before checkout you guys charged my card that the front desk agent claimed could not be verified 2 30.00 charges and 1 26.39 dollar charge. After I called customer service to get it resolved they said it was just a hold and it would come back on card 3-5 business days.. They said it was not on card by yesterday to call and they will get i5 resolved. Not the case I called and who ever I spoke with was very rude and your company promotes hospitality, I did not get any hospitality from anyone that has spoken to me. The guy went ahead and said if the money was not back on file today he would write a check to me! That is causing me so much inconvenience. I was looking forward to continuing my stay at the Hilton but after this experience I don't think I ever want to stay at a Hilton ever again. This is ridiculous that you guys charged my card for absolutely no reason. My name is Kiana Rogers we stayed in room 224. Please get back to me due to this matter as soon as possible. Thank you

I call the front desk before i left Heber City on Sept.12th, 2013. I told them i was coming to stay that nite.They said no problem.
I ask if i could just make my res. now or could i give them my card number to hold it till i got there. They said no and that i could call res. myself. No effort to help me. I said no that i was online and that i would book it online. Well i drove all the way there thinking i was good, but some how there res. was put for sept.20th. A simple mistake. But they new i was coming. I called before hand.
The front desk would not let me swicth it to the the 12th. They made me go out side and wait and call the online place i booked it.
After about 2hours the online place called the hotel but the hotel would not give me the the change for the price i booked online.
This is just fair and they did nothing but give me trouble and did nothing to help me or offer me a disable room. They owe me about
53 dollars. Thanks Monroe [protected]

Hello, I'm writing this based on an issue i am having with the hotel listed above. i made reservations on saturday june 30 because i had a power outage at my house less then 30mins after i arrived the hotels power went out. i waited for about another 30mins and i requested my money back. the power outage caused financial hardship and if i had to sit in a hot dark room i would do it at home based on my circumstances. after 45 mins of back and forth with the front desk i was told i could only get 50% refund. I thought that was a bit unreasonable and i couldnt understand why the manager was being so rude. I took it as maybe she was just overwhelmed but i figured half was better then nothing. I went to go check out and was told the computers were down and to write down my email.I asked the front desk clerk how long would they be down because i didnt feel comfortable leaving with just my email joted and expect my refund. I was told it was no guarantee when they will be running but was promised a refund and email confirmation. I have been calling since monday july [protected] ) and each day i am told they will refund me by the end of the day. When i called on july 5 i was told my money was refunded on the 2nd, once i told her i just got off the phone with my bank and i actually had a copy of my statement in front of me she told me to email her a copy as proof ( janice.[protected]@hilton.com ) i told her i would send it by the end of the next day. I called back that morning to get mr. Carter fax # and was told by someone else that faxing a statement wouldnt help because it takes 7-10 business days to show up. I tried to explain that i already made arrangements with someone to look at my statement, she basicly told me to call back in a week. I travel often and have stayed in many hotels and have never been so inconvenienced by a one night stay. I'm more frustrated at the fact that i had a coworker have the exact same issue at another hotel after 3 hours and had no problems recovering. $57 may not seem like much but I'm having a very hard time right now. And i would like to receive my refund in a timely matter. Please help, my reservation # was [protected]

Made reservations on [protected], told there was a Romance package for your hotel, thats why we wanted to stay, it was our first anniversary. My husband tol the gentlemen at front desk not to charge his credit card and he would pay cash for it instead. The Romance package came with free continental breakfast, drinks for two at the bar free and a bottle a champain in the room . So you see this is why we were attracted to the deal in the first place . Come to find out there was no free breakfast, I was told I needed a gold card ! No champain with the room and we had to pay for our drink at the lounge too. The next morning we found a bill slide under the door. When we were leaving the gentlemen at the front desk said he didnt charge my husbands card, the manager Shay told him to make a note to he would not forget . We paid cash for the room when we left, then when we got home we found out the credit card had been charged for the room, later on that afternoon after 7pm we found out the card had been charged again. We didnt get the money back on the card for 4 days . Vary bad experience will never stay there again ! Scott Nickerson 1306 Upland Street, Midland Texas [protected]

We stayed one night at the hotel and told that they would hold $50 per night as in "incidental fee" on my debit card. If we made no charges to the room the money would be released in 3 business days. Instead of holding $50, they held $100!

It has been 3 weeks now and Hilton still has a hold on my debit card for $100. Several calls to the manager to have my money released got me 3 responses (in this order): 1. the clerk told you it would be released in 3 business days but that was incorrect it is 5-7 business days. 2. we released the money the day you checked out so its not us holding it, its your bank holding the money." 3. Theres nothing that we can do, we already released it. Its your bank that is holding your money.

Of course the bank says it Hilton that is holding the money and that they cannot release it for 30 days without Hilton faxing them a Stayfolio, which so far Hilton has not done.

Very frustrating. Emails to corporate and back to the hotel manger only gets me more excuses of "its not us its your credit card company" and "we sent the Stayfolio, its your credit card company." NEVER staying with Hilton again. Money that you spend there only goes to Paris Hilton to finance her stupidity and idiotic lifestyle. All I want is my money back.

My sister and I were threatened (with my three children) by another guest at the Hilton Garden Inn in Chattanooga TN on Chestnut St. The man shoved his way onto the elevator with the luggage trolley even though there was not room for him and us with all of our bags hanging from our shoulders. He kept telling his wife to join them, but she declined and waited. The doors closed. My sister said, "that was rude." He immediately became angry and threatened, "I'll knock you over if you want me to knock you over." He repeated this threat a few times and threw in the f*** word. Things grew very heated, intense and scary in that minute or two. When the door opened on our floor we were blocked by his luggage trolley and could not even get off the elevator unless he would move. My sister and I and my three children were terrified. He did ultimately move the luggage cart into the hall of our floor for us to leave but continued to berate us with curse words and threats. Thankfully a hotel bell hop was walking up the hallway and we immediately asked for help. The violent man re-entered the elevator and was gone. The manager at the Hilton Garden Inn has essentially said that it would be a he said/ she said situation. And he reminded us that we could experience an altercation with a stranger on the street where my children would hear such curse words being used. The thing is, the curse words, although shocking and scary for the kids I'm sure, were not what bothered me or my sister. What bothered us was the threat of physical violence inside a closed elevator where we could not escape and had no means to protect ourselves and these three little kids. Sure someone could threaten the same thing on the street, but on the street we could have run away or yelled for help---not so inside a closed elevator of the Hilton Garden Inn Chattanooga hotel. Our hearts were pounding, and we were terrified. This violent man even knows what floor we are on. So, here we are with three kids and a man upstairs that wants to hurt us, and yet the hotel manager says, "sorry."

They gave me $4 in quarters to do laundry on Sunday that I understood would be charged to my room and company card. Come Wednesday they lock me out of my room. When I interupted the front desk clerk from his private phone conversation he asked his manager what was going on. She said I owed them $4 in cash. I said charge it to my room and she said "no." I said "I'm gonna go ape here if I can't get into my room." She stated, "if you go ape ### I'll call the police." I said that I never used profanity and that I understood that it would be charged to my room. Luckily a fellow worker of mine came in and gave them $5. I believe this business and manager are unexceptable!

I was booked with the Hilton Garden Hotel in downtown Chicago, due to bad weather here in Buffalo and with flying out the next day out of Chicago with bad weather reports there and a week earlier the tragic plane crash in Buffalo New York, I cancelled my trip. I asked for a refund the hotel manager said no. I then explained my situation and said ok I understand the refund, but could you please give me a voucher since I am planning to go to Chicago in the Spring and said no.
I feel with all the money this hotel makes that it would certainly go out of its way to please a customer. I am so upset with the way the front desk manager spoke with me. I also said I would pay a higher rate if the case was money with them he again said no.
I do not by any means recommend this hotel. I have been it similiar situations with other hotels and they were willing to do what it takes to please a customer. I wish I had booked the hotel with them. Thought I would give the Hilton a try. What a mistake that was.

I booked by internet a room for 3 nights and got an advance purchase deal.
Good, so the charged my ceditcard for it in oct2008.

So far, so good.
I stayed 3 nights in this Hilton Garden Inn Hotel in Oldsmar with everything was just great.
Except that they charged me again on my creditcard, I found out in december 2008.

I phoned, but got only to the reservation desk.
I emailed with the customer guard department, got an email back from somebody called Christhopher with no surname, who promised to contact me after 3 working days.
I don't know how long 3 working days are in the US but in the Netherlands
it is indeed 3 working days, not more than 2 weeks like in the US and still no answer.

I now contact the Fraud Department of Mastercard about this double charging so maybe they can/will do something about this double charging in the HILTON GARDEN INN in OLDSMAR, FLORIDA

G.J. van Beveren
the Netherlands
(and still angry)

Did not get our room cleaned until 5pm. after we asked. Manager was very rude, told us it was "our fault" because we hung a do not disturb sign up. WE DID NOT. We didn't even have a sign in our suite. The manager told us if we don't come back it is "our perogative." This experience really upset my elderly mother and made our vacation much less enjoyable.
Loud - trains honking horns all night