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“Great Customer Service” 4 of 5 stars
Review of Hilton Garden Inn Phoenix/Avondale

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Hilton Garden Inn Phoenix/Avondale
3.0 of 5 Hotel   |   11460 West Hilton Way, Avondale, AZ 85323   |  
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Football Season Specials!
Ranked #2 of 2 Hotels in Avondale
GreenLeadersSilver level
Wichita, Kansas
Contributor
20 reviews 20 reviews
9 hotel reviews
Reviews in 14 cities Reviews in 14 cities
15 helpful votes 15 helpful votes
“Great Customer Service”
4 of 5 stars Reviewed January 12, 2013

The front desk staff are super friendly and helpful. They also offer a free shuttle service anywhere within five miles of the hotel, which is super convenient if you don't have a car. Saves you on cab fare.

Room Tip: Ask for a room that is away from the free way. I had room 403 and it was nice and quiet.
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  • Stayed January 2013, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ML_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, January 15, 2013
Thank you for the great comments on our Guest Services and we are glad you were able to take advantage of the shuttle - it really is convenient!

Come and see us again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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118 reviews from our community

Traveler rating
    56
    38
    14
    5
    5
See reviews for
24
20
11
54
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (14)
Date | Rating
  • English first
  • German first
  • Any
English first
San Jose, California
1 review
5 of 5 stars Reviewed January 11, 2013

It was a last minut trip with my kids, even the weather was cold, my kids lovethe place and the customer services was excellen, the front desk lady was very help full and our stay was great1,

Thank you

Room Tip: 1st floor rooms are excellent, close to the paking lot and also the restaurant
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  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ML_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, January 15, 2013
Thank you so much for your wonderful review - we will work on the "sun" for your next trip!

Hope to see you soon,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
las cruces, nm
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed December 11, 2012

A pretty standard Garden Inn, with a few downsides. The noise from the highway was pretty loud. Both my wife and I had ear plugs and were happy that we had packed them. It may have just been due to our location in the building. The second downside was the "service" from the woman working behind the desk. I am a Hilton Honors gold member and usually get great service, but she was abrupt and rude. Specifically she would not give me cards so that my two young kids could get the free breakfast. When I brought that to their attention, she was curt and told me that it was their policy to only give us two tickets. I have spent many a night in Hilton brand hotels, including at two other locations during this trip (Hilton Long Beach, and Doubletree Reid Park Tucson), and have never had an issue getting breakfast as part of my stay, no matter whether I travel alone or with the family. To the credit of the waitress in the restaurant area, she worked it out so that my kids shared one ticket, which helped, but I was not happy having to pay for the free breakfast.

Room Tip: Try to stay away from rooms that point towards the highway!
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  • Stayed December 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Livermore, California
Top Contributor
83 reviews 83 reviews
32 hotel reviews
Reviews in 39 cities Reviews in 39 cities
57 helpful votes 57 helpful votes
4 of 5 stars Reviewed November 21, 2012

The perfect hotel to stay when you're in town for the Nascar race, or for any matter. Rooms that you would expect from a Hilton. Clean, modern, friendly staff. Free parking. Small restaurant on site that delivered a nice breakfast. Ruby Tuesdays is a walk thru the parking lot and offers good fare.
Does have a small bar for cocktails in the evening. Awesome bartender who recommended restaurants for dinner. Nice place to meet and mingle with the other guests. We will continue to return.
If you're a light sleeper, you may prefer a room at the other end of the building away from the interstate.

Room Tip: Light sleepers should consider a room away from the interstate.
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JMM_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, December 11, 2012
I wanted to drop you a quick note to thank you for your recent stay and the overall exceptional scores. I appreciate you taking the time to complete the survey and look forward to sharing the positive results with the entire team. We take the opinions and suggestions of our guests very seriously and appreciate hearing back when we have excelled. Because of these type of scores we were able scored #1 in Loyalty throughout the entire HGI Brand for the month of August (#1 out of 521 hotels) and then again #5 in October. Thank you again, and hope the next time you are in the Avondale area you will consider staying with us again.

Jason
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Surprise, Arizona
1 review
1 of 5 stars Reviewed September 5, 2012

This hotel management lacks professionalism and respect dealing with customers, friends and their children. Hotel management and staff are not sensitive to customer's needs in general. They're very rude, loud and verbally abusive to customers who uses their facility for leisure and occasion.

Room Tip: Not applicable.
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  • Stayed August 2012, traveled with friends
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JMM_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, September 10, 2012
I am sorry about your experience with us particularly at our front desk. I can assure you that it is not standard to find someone at our hotel who is rude or unhelpful. We strive to ensure our front desk agents and other team members know how much we value your business. I apologize for any issues you encountered.
I would like to further discuss your review to get a better understanding of your experience. Please feel free to contact me direct at 623-882-3351 or Jason.moore@hilton.com.

Jason Moore
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, AZ
Senior Contributor
24 reviews 24 reviews
14 hotel reviews
Reviews in 8 cities Reviews in 8 cities
31 helpful votes 31 helpful votes
5 of 5 stars Reviewed September 4, 2012

This is my second stay at this hotel, both times for the same reason -- a conference. Last year everything was amazing -- great rooms, great service, great prices. I'm thrilled to say that this year was just as good.

The hotel is clean, neat, and well cared for. The staff is amazing, each one friendly, pleasant, and helpful. The rooms are big and well appointed, the beds comfortable, the soundproofing excellent. Small outdoor pool and jacuzzi, clean and nice. Small workout room, decently appointed, clean and nice. Small business center, well done. Good restaurant, serving breakfast, lunch, dinner and late night menus. Good bar. Excellent meeting rooms. A Culver's and a Ruby Tuesday's across the parking lot, both take about a minute to walk to.

The hotel created a special food and drinks menu just for our conference attendees; and we could also order off the regular menu if we wanted to. Every staff member went out of their way as if it was nothing. Housekeeping requests were promptly delivered and the front desk followed up to verify delivery.

Avondale is on the west end of the Phoenix Metro, but this hotel is right off the I-10 and that makes it freeway close to anything on the west side and center of Phoenix.

This hotel is a great choice whether you're staying for a day or a couple of weeks.

Room Tip: So far have never had a bad room here. The soundproofing is excellent, so you should be good no matt...
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  • Stayed September 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JMM_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, September 5, 2012
Thank you for the WONDERFUL review and I appreciate you taking the time to inform loyal trip advisor travelers. I look forward to sharing your comments with the entire team. We appreciate the fact that you notice the exceptional service you received and that is what we are all here for.
We too enjoy the conference so much. It allows us the opportunity to step back from our everyday jobs and work together to make sure your conference was a success. And at the same time have fun doing it. We hope to see you all again next year!!

Jason Moore
General Manager
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1 review
1 of 5 stars Reviewed September 3, 2012 via mobile

I will advice everyone to stay away from using this location of Hilton. They have bugs in their rooms and their customer service is terrible especially their manager. I was treated with total disrespect and disregard.

  • Stayed August 2012
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JMM_HGI, General Manager at Hilton Garden Inn Phoenix/Avondale, responded to this review, September 5, 2012
I appreciate you taking the time to write a review regarding your stay at our hotel. I am disappointed to read your stay was not an exceptional one and would appreciate hearing more about your experience. We do take steps to prevent bug problems and contract with a third party vendor. Unfortunately living in the desert it can be an obstacle for everyone. We take great pride in our facilities and the entire team will be disappointed your stay was not what we are all about and that is the customer. I would like to further discuss your review to get a better understanding of your experience. Please feel free to contact me direct at 623-882-3351 or Jason.moore@hilton.com.

Sincerely
Jason Moore
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Phoenix/Avondale

Address: 11460 West Hilton Way, Avondale, AZ 85323
Phone Number:
Location: United States > Arizona > Central Arizona > Avondale
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Avondale
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Phoenix/Avondale 3*
Number of rooms: 123
Official Description (provided by the hotel):
Conveniently located off I-10 and Avondale Boulevard, in the progressive West Valley corridor of Phoenix. We are very close to restaurants, golf, shopping, movie theaters and other attractions such as the Jobing.com Arena, Phoenix International Raceway and the new University of Phoenix Stadium! You can relax knowing the quality and assurance of the Hilton Garden Inn Phoenix-Avondale has to offer being a part of the Hilton Family. ... more   less 
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Also Known As:
Hilton Garden Inn Phoenix/Avondale Hotel Avondale
Hilton Garden Inn Avondale
Hilton Avondale
Avondale Hilton

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