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“Great customer service” 4 of 5 stars
Review of Hilton Garden Inn Rockville - Gaithersburg

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Hilton Garden Inn Rockville - Gaithersburg
3.0 of 5 Hotel   |   14975 Shady Grove Road, Rockville, MD 20850   |  
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Ranked #4 of 16 Hotels in Rockville
Certificate of Excellence
GreenLeadersSilver level
Pittsburgh, Pennsylvania
Level Contributor
20 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Great customer service”
4 of 5 stars Reviewed October 21, 2013

When we got to the room there was already a pack n play set up for our daughter. We called the front desk to ask for a sheet to cover the mat with and about an hour later someone called us back from the front desk to make sure it had been delivered and we were satisfied. We said we hadn't received it and minutes later someone came to the door and apologized for the delay. They accidentally went to the room above us. We were so impressed with the follow up call that we didn't mind at all.

  • Stayed October 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 23, 2013
Dear Amanda0220,

Thank you for choosing to stay at the HGI Rockville, and we greatly appreciate your feedback. I'm happy to hear that our team had your pack n play set up prior to your arrival. I'm sorry it took some time to deliver the cover (I hope it didn't delay your daughter getting to sleep!), but I'm glad we quickly delivered after our follow up call. Thank you again for your feedback, and we certainly look forward to welcoming you and your family back again soon!

Sincerely,

Michael Anderson
General Manager
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320 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (38)
Date | Rating
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English first
Austin, Texas, United States
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
3 of 5 stars Reviewed October 18, 2013

I was staying at the HGI for 2 nights on business. Overall hotel was a positive experience. My only complaint was that the adjustable beds were incredibly uncomfortable. Ditto for the pillows. I usually find a couple firm, a medium, and a soft pillow on Hilton beds. I had 5 bricks on my bed this time around. This was one of the worst stays in terms of quality of sleep I have had at an American hotel. The rest of the hotel and it's staff were great. It wad just the bed and bedding that I regret. Sadly, that was what I was paying for.

  • Stayed October 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 23, 2013
Dear Rion D,

Thank you for choosing to stay at the HGI Rockville during your recent business trip. We appreciate your feedback, and I'm very sorry that you found our sleep system beds and pillows to be uncomfortable. We understand the importance of quality rest, and each of our guestrooms are to be supplied with foam and feather pillows to ensure the comfort our guests deserve. I'm sorry that we failed to deliver. We certainly hope you will consider our hotel for your next business trip to the area, and our great staff will ensure your room is set up for a comfortable sleep. Thank you again.

Sincerely,

Michael Anderson
General Manager
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Syracuse, New York
Level Contributor
30 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 stars Reviewed October 14, 2013

We are two families that stop here on the way back from Myrtle Beach. I did my reservation directly with the hotel this time. The rate was the same online thru many of the travel websites. There is a restaurant, pool, whirlpool, game room for kids, exercise room and a great plaza within walking distance behind the hotel. This hotel is located very close to DC attractions as well. The beds have their own control for each side, great pillows, and the rooms are VERY clean. The staff was very friendly checking in and throughout the hotel. The kids loved all of the extras and there is a lifeguard on duty at the pool that is open until 10:00 but also does not open until 10:00 in the morning.

Room Tip: We've started on the third and second floor and experienced no difference between the two.
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  • Stayed October 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 23, 2013
Hello Amy A,

Thank you for choosing to return to our hotel with your family friends, and we greatly appreciate your feedback! I'm very happy to hear that you had the opportunity to enjoy many of the amenities our hotel has to offer. Our clean rooms, on-site restaurant, pool, kid's room, fitness center and convenient location are some of the top reasons our guests continue to come back. Also, thank you for your recognition of our friendly staff. We certainly look forward to welcoming back your family and friends again soon!

Sincerely,

Michael Anderson
General Manager
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Highland Lakes, New Jersey
Level Contributor
352 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 177 helpful votes
4 of 5 stars Reviewed October 9, 2013

The Hilton Garden Inn Rockville - Gaithersburg is a very nice place to stay offering very good accommodations. The lobby was very nice and comfortable. From the very start service was very good. The HGI was very clean and housekeeping was top notch. We are not a fan of the Sleep Number beds, even after this being our second experience with this offering. We did not have an opportunity to use the other services so I cannot comment on those services. The one thing I would recommend is that you request a room on the upper floors and to the rear of the road. We were disturbed by the road noise, even on the third floor of the HGI the road noise was loud. Give the HGI a try, you will not be disappointed.

Room Tip: The one thing I would recommend is that you request a room on the upper floors and to the rear of th...
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  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 23, 2013
Dear saveroom4dessert,

Thank you for choosing to stay at the Hilton Garden Inn Rockville-Gaithersburg. We greatly appreciate your feedback, and I'm very happy to hear that you found our lobby to be comfortable, service to be good and housekeeping to be top notch. I'm sorry that you did not find our sleep system beds to be comfortable, but we appreciate your feedback. Thank you again, and we certainly hope to have the opportunity to welcome you back again soon. Have a great day!

Sincerely,

Michael Anderson
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Parsippany, United States
1 review
5 of 5 stars Reviewed October 9, 2013

Spacious room, clean and comfortable, free internet, large TV screen, fitness center and pool, all at a reasonable price. I stayed there with my son to attend a family birthday party nearby, and I was satisfied in all respects.

  • Stayed October 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

Review collected in partnership with Hilton Garden Inn

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 23, 2013
Hello Kenneth K,

Thank you for your feedback regarding your recent stay at the HGI Rockville! I'm very happy to hear that you enjoyed our clean, comfortable rooms, complimentary high-speed internet and flat screen HD TVs. Also, it's great that you and your son had the opportunity to enjoy our fitness center and indoor pool! I'm glad that you were satisfied with your stay, and we look forward to welcoming you back soon!

Sincerely,

Michael Anderson
General Manager
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Waterville
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 stars Reviewed October 4, 2013

It was our first visit to Rockville and we found The Hilton Garden Inn online. The hotel was very clean and the employees were exceptionally helpful, professional and cordial. Our bed was extremely comfortable. The breakfast in the restaurant had several selections and the employees made sure it was fixed exactly to the customer's liking.

  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 8, 2013
Dear Michael S,

Thank you for choosing to stay at the HGI during your first trip to Rockville! We appreciate your feedback, and I'm very happy that you had an enjoyable experience and found our hotel to be clean, team members to be exceptionally helpful and bed to be comfortable. It's also great that you enjoyed our breakfast buffet with made to order selections prepared by our culinary team. Thank again, and we certainly look forward to welcoming you back during your second trip to Rockville!

Sincerely,

Michael Anderson
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Knoxville, TN
Level Contributor
98 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 119 helpful votes
3 of 5 stars Reviewed October 3, 2013

Clean, nice, comfortable, friendly attentive staff, convenient, good price, good value, decent bar, decent breakfast, Wi-Fi good. But ...

1. The A/C was one of those stupid ones that makes it think you can control it, but you really can't get it to do exactly what you want. I want the fan on all the time when I'm asleep. Control apparently has a setting for this. But no. It cycles on and off as the A/C cycles. That interrupts my sleep and also let's the room get stuffy feeling when the compressor isn't running. Maybe it was just the one in my room. Fail.

2. Clock radio was one of those stupid ones where a guest can't set the time of day (just alarm time). Guess nobody told the clock that it shouldn't be set to the wrong time. Housekeeping should set the clock (however that is accomplished!) as part of their routine every dang day. Fail.

3. Large flat-screen TV was one of those stupid ones that doesn't work. Nothing. Wouldn't work via the remote nor the controls on the TV. Yes, it was plugged in. Fail.

The clock and TV really weren't needed on this trip, but their failure was annoying. Mentioned the issues to the desk upon check-out. Apologies and promise to cut the bill by $25. We'll see.

Nice place, but theses mechanical issues really aren't acceptable. Takes the housekeeper or engineer almost exactly 1 minute per room to check on these things. Do it already.

  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
fallsgroveteam, General Manager at Hilton Garden Inn Rockville - Gaithersburg, responded to this review, October 8, 2013
Hello Even_Stephen,

Thank you very much for your feedback regarding your recent stay at the HGI Rockville. I'm happy that you found our hotel to be clean, staff to be friendly, and have good value. However, I'm sorry for the issues that you experienced during your stay. The mechanical issues have a large impact on a guests' experience, and I apologize that we failed to ensure a peaceful rest due to the A/C unit, that we failed to set the clock-radio at the proper time, and that we failed to check that your TV was working properly prior to your arrival. We strive to deliver a seamless overall experience, and I'm sorry we were unable to deliver that experience. We do appreciate your feedback as it will only help us to improve our services moving forward. Thank you again, and have a great day!

Sincerely,

Michael Anderson
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 Rockville - Gaithersburg

Address: 14975 Shady Grove Road, Rockville, MD 20850
Phone Number:
Location: United States > Maryland > Rockville
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Rockville
#2 Family Hotel in Rockville
#2 Romantic Hotel in Rockville
#3 Business Hotel in Rockville
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Rockville - Gaithersburg 3*
Number of rooms: 112
Official Description (provided by the hotel):
The Hilton Garden Inn Rockville-Gaithersburg is the premier business and leisure hotel in the Rockville-Gaithersburg area. Offering full service accommodations including daily shuttle service, room service, corporate and social meeting space, full service restaurant offering mid-scale dining with breakfast and dinner selections, complimentary high speed wireless and LAN internet service, indoor heated pool, whirlpool, and 24 hour fitness center, with a designated children's room offering games and activities. ... more   less 
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Also Known As:
Hilton Garden Inn Rockville-Gaithersburg Hotel Rockville

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