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“Overall good stay” 4 of 5 stars
Review of Hilton Garden Inn Rockville - Gaithersburg

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Hilton Garden Inn Rockville - Gaithersburg
Ranked #3 of 16 Hotels in Rockville
Certificate of Excellence
GreenLeadersSilver level
Mount Prospect, Illinois, United States
Level Contributor
24 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Overall good stay”
4 of 5 stars Reviewed August 7, 2014 via mobile

I stayed here for two nights on business. Overall, I thought that the hotel was definitely a good place to lay your head. It's a little confusing at first when you walk in because they share a lobby sort of with home wood suites. Just never seen that before but it is kind of neat. I stayed on the fifth floor, i thought the room was very nice and clean. The bathroom had nice countertop space which I appreciate. The two cons for me was the shower head, it definitely needs to be replaced as the shower was spraying each and very way. Also, the beds are very hard, now to each their own but for me it was borderline uncomfortable. There was one more minor com as well, I couldn't really figure out the TV remote and there really wasn't a guide channel which was annoying. I will say the breakfast and service in the morning was phenomenal! Overall, I did enjoy my two night stay here.

Stayed August 2014
Helpful?
Thank Lillia P
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, August 12, 2014
Dear Lilia P,

Thank you for choosing to stay at the HGI Rockville during your recent business trip to the area. We greatly appreciate your feedback, and I'm very happy to hear that you found our dual set-up to be neat, our rooms to be nice and clean, and countertop space to be convenient. I'm sorry about the issues you experienced with the shower head, bed and TV remote. I appreciate your feedback, and the showerhead will most certainly be replaced, but we should have had that completed prior to your arrival. We also perform quarterly inspections on our mattresses, but our guests should have the ability to adjust to their liking with our adjustable system. I'm really sorry that you had an uncomfortable sleep. Also, every room is to have a TV Channel List, clearly yours was missing, and there is no excuse for it not being in your room. We really appreciate your feedback as we are always looking to get better, and I'm very happy that you had a phenomenal experience with our breakfast and service in the morning! Thank you, again, and we certainly look forward to welcoming you back soon!

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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475 reviews from our community

Traveler rating
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (43)
Date | Rating
  • English first
  • French first
  • German first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
atlanta
Level Contributor
114 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
4 of 5 stars Reviewed August 2, 2014

Pros:
1. Great proximity to shopping and businesses
2. All amenities a business traveler should expect
3. Gym access 24 hours
4. Nice clean stay

Cons:
Kinda weird that another brand hotel is attached to the hotel. If you make a left upon entering the sliding doors, you are in an entirely different hotel. Make a right and you are in your hotel.
Upon leaving the gym, if you go right vs left....same issue

I'm sure they join forces to cut costs and save money for the customer....BUT it's still confusing and a little weird.

  • Stayed July 2014, traveled on business
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Service
Helpful?
Thank twillis600
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, August 12, 2014
Dear twillis600,

Thank you for choosing to stay at the Hilton Garden Inn Rockville during your recent business trip to the area! We greatly appreciate your feedback, and I'm happy to hear that you enjoyed our convenient location, business travel amenities, 24-hour Fitness Center and cleanliness of our hotel. I'm sorry that you experienced issues with our dual brand property. We strive to deliver an experience that is seamless, but we appreciate your feedback to help with future improvements. Thank you again, and certainly look forward to welcoming you back the next time you are visiting the Rockville area!

Sincerely,

Michael Anderson
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
3 of 5 stars Reviewed July 30, 2014 via mobile

We have stayed at this hotel many times since it opened and have been very happy.This time was different. In fact we checked out 3 days early and went to another hotel. The rooms were musty. The AC was very loud and the mattresses were very uncomfortable. To top it off when we checked out early the front desk staff didn't even inquire as to why. We have stayed there for the last time!!!

  • Stayed July 2014
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
1 Thank LEMJAM
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, August 12, 2014
Dear LEMJAM,

Thank you for your feedback, and for your loyalty to our hotel since we opened. I'm really sorry that your most recent experience was not the same as your previous stays. There is no excuse for the problems you encountered, but your feedback will allow us to improve the environment and comfort of our guestrooms. Also, I'm sorry that our team did not inquire as to why you were leaving early, and I can certainly understand you'd prefer not to return. However, I hope you will consider giving us another opportunity, so we can deliver the experience that you are accustomed to, and that our hotel is known for. Thank you again.

Sincerely,

Michael Anderson
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Grimsby, Canada
1 review
5 of 5 stars Reviewed July 28, 2014

I highly recommend the Hilton Garden Inn as one of the best hotels for business people who find themselves travelling too much. The Hilton Garden Inn staff and service make you feel like your'e at home regardless of where you are.

  • Stayed July 2014, traveled on business
    • 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

Helpful?
Thank Lawrence B
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, August 12, 2014
Dear Lawrence B,

Thank you for your loyalty to the Hilton Garden Inn Rockville! We greatly appreciate your feedback, and it's great to hear that our team makes it feel like home! Thank you so much for your recommendation, and we certainly look forward to welcoming you back soon!

Sincerely,

Michael Anderson
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
rocester hills, United States
1 review
3 of 5 stars Reviewed July 27, 2014

Our room was not made up one day. We called it in when we came back to our room at night, but by then it was too late for them to do anything. We twice called in a problem with the closet doors not working and they were not fixed during our 4 night stay. We were disappointed.

  • Stayed July 2014, traveled with family
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Chris P
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, July 28, 2014
Dear Chris P,

Thank you for your feedback regarding your recent stay at the Hilton Garden Inn Rockville. I'm very sorry that we failed to clean your room one day during your stay. It is our responsibility and pleasure to refresh our rooms on a daily basis, and we clearly failed to deliver that service to you and your family. Also, I apologize for the closet doors not being fixed during your multiple night stay. There is no excuse that this was not completed, as we strive to deliver efficient service and work with effective communication within our team. I'm sorry for the issues your experienced, but your feedback is very helpful in our improvement moving forward. We certainly hope you will still consider our hotel the next time you are visiting Rockville, so we can deliver an exceptional experience for you and your family. Thank you.

Sincerely,

Michael Anderson
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rockville, Maryland
1 review
3 of 5 stars Reviewed July 22, 2014

My Hilton Garden Inn room and housekeeping were excellent, 5 Stars! Room service food was great! The booking services and the reception personnel whom greeted me were not satisfactory. I had great difficulty booking the room and arranging for payment. Upon arrival no evidence of my pre payment method had been received and I was not going to be checked in. Fortunately, at the last minute I found my original paperwork, which had been faxed several times, and the booking was processed. During the process of the booking, the Hilton fax machine was broken and staff were unresponsive. The phones were not working either while I was trying to call to confirm payment methods. A great deal of time out of a busy schedule was put into a simple reservation. I didn't feel I was respectfully treated by staff. Customer service told me on the phone prior to my booking that the payment method was complete and I did not need to worry about the payment method any longer, yet your reception personnel were not going to let me stay.
Very disappointing service from such a highly respected Hotel and Hospitality chain.
Ann

Room Tip: I am sure all of the rooms are probably great. I have stayed here twice, both with great rooms. Road...
See more room tips
Green Features: Very thoughtful about the environments. Great showers too.
  • Stayed July 2014, traveled solo
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 1 of 5 stars
      Service
Helpful?
Thank Ruby7437
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, July 28, 2014
Dear Ruby7437,

Thank you for your feedback regarding your recent stay at the Hilton Garden Inn Rockville. I'm very sorry to hear that you experienced issues with reservations and your arrival at our hotel. We strive to deliver the highest level of service to our guests, and we clearly failed to provide you with that experience. We will continue to train our team members to ensure our guests consistently receive the service they deserve. I'm happy to hear that you enjoyed our green features and our guestrooms and showers. We certainly hope that you will return again during your next visit to the Rockville area. Thank you again for your feedback, 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.
State College, United States
Level Contributor
3 reviews
3 hotel reviews
5 of 5 stars Reviewed July 20, 2014

great stay, great staff, clean, comfortable, everything exactly as it should be. I travel for business quite frequently, and I have seen the good, bad, and downright ugly in hotel rooms. I am a former hotelier myself, so I am especially critical of hotels. This property and its staff were exceptional in every way.

  • Stayed July 2014, traveled on business
    • 5 of 5 stars
      Value
    • 4 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

Helpful?
Thank Jeffrey D H
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, July 28, 2014
Hello Jeffrey D H,

Thank you for choosing to stay at the HGI Rockville during your recent business trip to the area! We greatly appreciate your feedback, and I'm very happy to hear that you think of our property and staff as exceptional! We certainly look forward to welcoming you back again soon. Thanks 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

Property: Hilton Garden Inn Rockville - Gaithersburg
Address: 14975 Shady Grove Rd, Rockville, MD 20850-7765
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 Romantic Hotel in Rockville
#2 Family Hotel in Rockville
#4 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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