Our recent stay at the Hilton Garden Inn in Baltimore County was a nightmare. After being displaced from our home we were referred to the Garden Inn, we stayed in a room where the refrigerator did not work and the TV reception was not clear and the room was not thoroughly cleaned. They sent a repair person who replaced the refrigerator but could not fix the reception on the TV that was a Vendor issue. They offered to give my family a room on another floor which we accepted, upon entering the room it had a bad odor and the floors and table needed to be cleaned. We called the Front desk to send someone up to clean the room I sensed an attitude in the receptionist voice. Housekeeping came to clean the floors that were gritty and wipe down the tables, they apologized for the room not thoroughly being cleaned and left. At this point we were tired and did not make a big deal out of it; we just wanted to get some rest. As we were going to bed my wife pulled back the sheets and discovered insects crawling on the pillow. Once again we called the Front desk and personnel said “What Now” very rude an unsympathetic. A manager was not available at this time his shift did not start until 12 midnight and there were no senior personnel there. According to the receptionist she could not leave the front desk and sent a staff member to our room to confirm the insects were present. The customer comes first adage appears not to work on staff at this hotel. Again they offered another room, This now makes room # 3 and it was now approaching 11: o’clock. Being very, very patient at this point and since my work week starts at 5 am, we moved ourselves with no assists from staff in any of our moves thus far. If you think this is the end of this nightmare it gets worse, yes unimaginable. We are now in the 3rd room after a very long and turbulent night we decided to get this night over with so we could move out in the morning. I said it gets worse, before we go to bed my wife enters the bathroom and crawling on the towels was a BED BUG yes a BED BUG!! At this point we had no choice but to run. We called the Front desk once again we got attitude from the receptionist, she sent the security guard up to the room. He took pictures as we also did. There were no negotiating rooms at midnight, the manager showed up and was briefed a head of time and said he apologized and that we would not have to pay for our stay no kidding... We left that hotel in our PJ’s that night, the only one to offer assistant to us in moving was the Manager. Sad.. This was the worse experience I have ever had staying at any Hotel, from the unprofessionalism of staff to the less than standard accommodations. For the Hilton brand I truly expected more. It has been some weeks after this horrific event and we still have not received a call from senior mgmt. or other offering any type of apologizes. Buyer be very aware staying at the Hilton Garden Inn.
Inspect your room throughly before commiting to a stay.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 24, 2012
I'm very sorry to hear about your experience at our hotel. It sounds like things started off bad and got worst. I do apologize for the unacceptable customer service response you received.
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I do not believe I was the manager you were referring to in your message, as I wasn't here that time of night on the days in question. However, I am glad he was finally able to assist you.
If you haven't already contacted me directly please do so via email a firstname.lastname@example.org or via phone at 410-654-0030 to see if there is anything else we can do, to regain your trust in us.
Thanks very much,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.