We had a reservation for April 20th, the night of our wedding. We booked months in advance and prepaid in full for a suite. I called the week before the wedding to confirm the room, confirm that it was noted that it was our wedding night and to confirm that a late check in would not be a problem. I then called again the day before the wedding to reconfirm that we would have a guaranteed late check in in the room that we reserved because we would be coming from our reception. Both times I spoke directly with the hotel (not centralized reservations) and both times I was fully reassured that the late check in would be guaranteed and that we would have no issues.
We arrived shortly after 11pm and the guest services agent took quite a while looking at the computer, he finally stated that he could not find our room. He said he had our reservation, but not our room, then stated that it was fine "because there were plenty of regular rooms and you can stay in one of those". Since we prepaid in full for a suite and this was our wedding night, clearly this was not fine by us! However, we moved forward and I asked about the difference in price and was told that he'll suggest that we be refunded, but he has no authority to do anything. Since it was the overnight shift, apparently there are no supervisors or managers on duty anywhere in the hotel either. He gave us the keys to our room and up we went, unfortunately, this room was right next to the stairwell and you could hear noise coming from the stairwell and our keys did not work.
Back down at the desk we told the same agent that our keys did not work and asked why he would put us next to a stairwell when he said they had plenty of availablity, his response was that it was late at night and not many people use the stairs! I asked that we be moved and he gave us keys to a different room. We were in a room on the 7th floor and while any other time the room would have been fine, obviously it was a disappointment for us for this stay.
In the morning we spoke with a front office manager upon our departure and while he apologized and we were refunded, it all just kind of fell flat. I work at a hotel as well and I would hope that our front office would have handled the whole situation in a much better manner. We gave the Hilton Garden Inn a chance but we will definitely be staying at the Beechwood from hereon out when we stay in Worcester.
- Official Description (provided by the hotel):
- Welcome to the Hilton Garden Inn Worcester hotel. This comfortable and convenient Worcester hotel boasts an ideal location in the heart of downtown Worcester, Massachusetts. Situated adjacent to the DCU Convention Center, our Worcester hotel offers proximity to 13 major Massachusetts colleges and universities and an array of fantastic shopping venues and dining opportunities. Discover comfort and convenience at this bright and airy Worcester hotel. From our oh-so-comfortable beds, to cooked-to-order breakfast and complimentary WiFi, the Hilton Garden Inn Worcester hotel has everything you need for a successful stay. Indulge in a cooked-to-order breakfast at the Great American Grill® or grab a takeaway meal from our 24-hour Pavilion Pantry®. Choose from refrigerated and frozen microwaveable items that you can prepare with your convenient, in-room microwave or simply relax with evening room service in your inviting guest room. Host a meeting or event in our eight meeting rooms or enjoy a grand reception in our beautiful lobby - this magnificent atrium can host up to 175 guests. After a long day in the complimentary business center, unwind with a refreshing swim in the indoor pool or rejuvenate in our fitness center. ... more less
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- Also Known As:
- Hilton Garden Hotel Worcester
- Worcester Hilton Garden Inn
- Hilton Worcester