I echo "John G.'s" review, along with others who seem to indicate the same issues...unlike the other surprising "5 star reviews". Have not only stayed at other Hilton Garden Inns before, with absolutely NO issues and on the contrary, always exceptional...but have also stayed at this hotel itself in the distant. However, seems the hotel has really taken a downturn since our last stay. Chose this hotel over others with lower rates, because I know the normally quality stay in a Hilton property. Unfortunately for me, however, this did not turn out to be the case this time. Started out with an issue from moment of check-in. Despite a quite empty hotel (seemed as though they had quite a bit of vacancy available), we were given a room that the moment we walked in, had CLEARLY been a very "smoking friendly" room, to say the least. The smell was absolutely horrible and "hit you in the face" the moment you walked into the room. The hallway outside was no better...had a smell that we could only describe as a "dirty diaper". Besides the smell, we immediately noticed the bedspread had several clear and mysterious "stains" on it. We immediately went back to the front desk and were given another room, however to our disappointment, not so much as even an apology for the other room or inconvenience was given. We then got to the second room, which didn't smell nearly as bad as the first, however still was not up to the standards of what we know Hilton to have. At this point we needed to get ourselves going to Busch Gardens, which was what our trip was for. However, upon our return in the evening, just moments after returning, we used the bathroom to wash up for bed, only to attempt to wipe our faces with dirty towels. One towel had several hairs in it, and two others clearly had been used to wipe mouths from toothpaste, as it was clearly left on the towel. Needless to say, this was quite disgusting. We then pulled the bedding back, and that too appeared as though it had not been changed from the previous guests. To add even more, we then went to retrieve our waters out of the refrigerator, only to find that the refrigerator was not even working. It was simply one situation after another since arrival. At this point it was late and we were quite tired. I called down and explained the situation with the refrigerator in particular and we were told they would "get someone on it right away". A short time after, a gentleman appeared at the door, came in and did a quick turn of the refrigerator dial only to say that it was simply not working. Then, instead of even attempting to change it out, etc, instead, this gentleman came clearly prepared to move us to another room, as he came with other room keys. That to me seemed to indicate one of two things...they new the refrigerator was already broken or even if they were unaware, knew they weren't going to even try to bother fixing or replacing it, rather it would be US to be inconvenienced late at night. (Mind you at no point again were any apologies even given for our inconvenience) We then moved rooms yet again, having to move all our belongings late at night and when we were already dressed for bed and tired. We again went to the front desk to explain what had occurred and of our extreme disgust and disappointment. We had already planned another night stay in the area but were going to go to another local hotel. The woman at the front desk however, offered another night at no cost after what occurred, along with breakfast coupons for the following morning. So that night we went to bed as we were very tired and already disgusted with the issues since arrival. We woke early and went down to breakfast, which unfortunately I have to say was also not what you expect of Hilton standards. Many of the items were stale and the service left much to be desired. We also both had stomach issues after that breakfast. We spent the day at the park and upon arrival back, our first issue was that our room key had "expired" from what we were told, and did not work. So yet again, another trip to the front desk. Upon entering the room, we realized that the temperature in the room did not seem the setting we had left it. We again were tired and also quite disgusted with having to consistently go to the front desk and complain, that we hoped that we could change the temperature and it would gradually adjust itself. This never happened unfortunately, and we went from being both extremely warm at times during the night...causing us to sweat...to literally freezing. There was simply no way to regulate the temperature correctly. To add to this, since we were so tired the night before after being moved yet again to this, the third room, we didn't take notice as to why we were so uncomfortable sleeping in the bed. Although the pillows are VERY flat, it turned out it was a much broader issue. The "dial" for the "adjustable" mattress was broken and the bed instead literally had "holes" your body would slump down into while sleeping, since it was "deflated". We did complain yet again to the front desk, but were told to contact the manager "Sarah" for further help. I have done so as of yesterday, and have yet to receive a return call. Just overall an extremely disappointing stay to say the least. We will definitely NOT return to this hotel upon our return, which we happen to have passes and go to the parks on a frequent basis. I feel ANY amount paid was unfair for the standard of "quality" we received. Truly, truly disappointing.
Want a good room...stay at another local hotel like the Embassy Suites or Comfort Suites.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I understand how disappointed you must feel regarding the cleanliness and maintenance issues you encountered. I sincerely apologize for this. As we utilize reviews to assess our guest needs, this is one of the areas that we want to be very vigilant in to ensure comfort and satisfaction for our guests. I'm so sorry that we were unable to meet expectations and based upon your review and other's like Jon G, I am actively participating with our housekeeping and maintenance teams to ensure these problems do not happen again. I hope that if you travels bring you back to the area that you will consider staying with us again. I am glad we were able to provide you with a complementary night stay with us as well as breakfast for your family.
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Thank you again, I appreciate your honest feedback and please feel free to contact me if you have additional comments. While I did not get your phone message, I did receive a message on Monday that was quite long, but was pure static, and I could not make out anything the person was saying, I was hopeful they would call back so that I could connect with them, could that possibly have been you?
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.