Enjoyed our stay about 9 months ago, so we thought we'd try again. The decrease in quality was small but critical, and I'm afraid is just the beginning of the end. When I called to make the reservation, had to talk to two people--the first couldn't get the computer to work, and the second successfully took the reservation, but never offered a confirmation number, just quickly thanked me and hung up. Arrived at 3:15 to find one beleaguered employee trying in vain to get guest after guest checked in, only to be told each time she checked with housekeeping that the room in question would be ready in 10 minutes...or so. Her computer wasn't helping the situation either, but it's hard to believe that any manager would leave just one person at the desk alone at 3pm. Finally got into the room at 3:45, to an odd and unpleasant smell coming from the drain in the middle of the bathroom floor (only lake view room had roll in shower)...it was faint enough that keeping the door to the bathroom closed kept it contained. At 9pm, walked into the bar, and found a very sweet but apprehensive bar tender who greeted us not with "Hello, how are you tonight?" but by telling us very firmly she could not provide us with any food--apparently someone had been rude about nachos earlier...we didn't want any, and our drinks were fine. Additionally, some coworker who should have stayed until 9 had left her in a lurch. At 9:30, we left the bar and picked up a few things in the well-stocked "Pantry," but we had to go back to the bar to tell the bar tender what we'd taken because no one could be found at the desk.
My husband was convinced the quality was falling at that point, and I began to agree at breakfast the next morning. Clearly understaffed, one of the chefs came out to clear away dishes so that new diners could sit. There were cold scrambled eggs, yogurt past the expiration date, and the coffee was absolutely undrinkable--honestly, I went back and made the in-room coffee and it was better! Finally, we couldn't check out on the TV--a hassle, but not tragic, I guess.
When I watch "Hotel: Impossible" the host always discovers low level employees working as hard as they can without the supplies and/or staff they need, but slowly slipping into the bad attitude that bad management produces. I don't know how the management staff is organized here, but I'd guess...poorly.
This place has such a great location and I know it's been better. PLEASE make some changes, hire a few more people, and pay more attention to details and cleanliness. This could be a GREAT place. Don't give up!
Lake view room really worth it...very pretty view. Suites not worth the extra money unless you need...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I do apologize for your negative experience you've encountered at our hotel. We are currently in the process of re-staffing the areas you’ve spoken about and building our team. Thank you for bringing these disappointments to my attention; it is feedback from our guests that creates change. We strive to be the industry leader in customer service and in the hospitality industry. As I have been the GM of our beautiful property for six months now, we have and will continue to put in place action plans to make our HGI your home away from home.
I sincerely hope to see you again in the future so that we may show you that we are the HGI you know and travel with.
Thank you for your time.
Hilton Garden Inn, Granbury TX
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.