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“Sad Reflection of Hilton due to Cultural Management Style in the Area”

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Hilton Garden Inn McAllen Airport
Ranked #11 of 42 Hotels in McAllen
McAllen, United States
Level Contributor
125 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
“Sad Reflection of Hilton due to Cultural Management Style in the Area”
1 of 5 bubbles Reviewed December 31, 2013

This was news years - staff seemed more interested in the party seen and the seems typical of the cultural area along with the guest who were loud and drunk in and out - seemed like bad nightmare come true and all the cussing in both English and Spanish was not a good reflection of the a Hilton brand and the area

Also the lounge and restaurant closed early no considerations for the guest - it seems only in this area I experience this and no real recommendations to eat if you want to party and do other stuff they had the answers

not for family

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank StephStx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, January 9, 2014
Dear Guest,

I wanted to sincerely apologize with the unsatisfactory experience you had at the Hilton Garden Inn McAllen. I would like the opportunity to talk to you about those issues and concerns you had. We, here at Hilton Garden Inn McAllen, strive to provide a professional and comfortable atmosphere to all our guests and would like the opportunity redeem ourselves and show you a true Hilton experience.

Sincerely,
Jaime
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

319 reviews from our community

Traveler rating
    151
    97
    45
    14
    12
See reviews for
97
27
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160
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (16)
Date | Rating
  • Dutch first
  • English first
  • Italian first
  • Spanish first
  • Any
English first
Kingsville, United States
1 review
4 of 5 bubbles Reviewed December 29, 2013

All was good but internet access. It was too slow. In today's age we have a tremendous need for internet connectivity and the need for information to be at our fingertips. This was not the case during this stay and is extremely frustrating when trying to access information.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Reynaldo S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, January 9, 2014
Dear Guest,

I sincerely apologize for any issues you experienced with our internet as we have never had any kind of issues in past before. I’m not sure if you were made aware of, but we do have a 1-800 number that our guest can call for support for any internet issues 24 hours and if you did not know, I am truly sorry. Our goal is 100% satisfaction and would like the opportunity to redeem ourselves and if you should have any other concerns, please let us know.

Sincerely,
Jaime
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Port Lavaca, United States
2 reviews
1 of 5 bubbles Reviewed December 3, 2013

What pitiful service we recieved at this hotel. Two night stay got in late on our second night and found our room in the same condition we had left it. We had to go get clean towels ourselves and deal with trash containers partially full from the previous night

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Jose G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, December 11, 2013
Dear Guest,

On behalf of my staff and I we would like to sincerely apologize for your recent stay with us. This is not the level of service we strive for and truly pains us that we have failed one of our Loyal Hilton Honors Guest. We hope that if in the area again you give us another opportunity to redeem ourselves and show you the true Hilton experience.

Sicerely,
Jaime
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
17 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed November 12, 2013

Great value, good location and one of the best true Mexican resteraunts in town, Ponchos you can walk next door to. Being in the hotel industry for 13 years I am hard to please and was very happy with this hotel as it was a happy atmosphere!!

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank kudzie100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, December 3, 2013
Dear Guest,

I am pleased to hear that your stay was very pleasant and that you will be returning back. Our goal is to make sure that every guest is satified with their stay and that everyone that they encounter with is friendly and helpful.

Thanks,
Jaime
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leeds
Level Contributor
103 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 bubbles Reviewed November 1, 2013

I stayed here on business for 17 nights in September, Rooms not over spacious but for the price they were most adequate, clean and had all the amenities you needed. The gym was small but I was lucky there was no one else in the times I used it, equipment was good and had a water station.
The front desk staff very friendly and sorted any issue out as quickly as possible, I did have a door problem as there was a malfunction, an engineer was there in 5 mins but as they couldn't fix it I was offered another room which was fine.
Breakfast was good, both breakfast and bar staff very friendly and looked happy to serve.
I would stay here again as my first choice in McAllen, I know it is my colleagues first choice also :)

Room Tip: I unplugged my fridge as they are a bit noisy
See more room tips
  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jamesh1000000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, November 12, 2013
Dear Guest,

I wanted to reach out and sincerely thank you for staying with us and for your kind words. Our goal is to make sure every guest is comfortable and satisfied with their stay and if their is any issue that it is solved fast and in a timely manner. It make us very happy that you will be returning and we look forward to serving you again..

Thanks,

Jaime
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Monterrey, Mexico
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed October 13, 2013

Air Conditioning broke down in the middle of the night, we complained the next morning and the Manager and the reception clerk answered us that the only thing they can offer is a free breakfast. They offered a change of room, we agreed but the room they offered smelled like a cigarette but, so they offered another room...can you imagine going for all that trouble and being offered a free breakfast?

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank amaldog1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, October 23, 2013
Dear Guest,

I wanted to reach out and sincerely apologize for all the inconvenience we caused you. This is not the level of service we provide here at our hotel and are truely sorry. I hope that if in the area again you give us another opportunity to redemmourselves and show you the true Hilton Garden Inn experience.

Sincerely,
Jaime
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
meadows place,tx, United States
1 review
5 of 5 bubbles Reviewed October 10, 2013

this is one of the best stays we have experience. we travel to the valley often and this is the place we will be staying. also, please email us with any in house discounts for future trips. we have also pass the hotel accommodations to friends and family. thanks for the great stay..

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Elvira C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jaime E, General Manager at Hilton Garden Inn McAllen Airport, responded to this review, October 12, 2013
Dear Guest,

Thank you for your feed back as I will be sharing this with my staff. This will make my staff very happy to know that your stay was good and that you will be returning and letting friends and family aware. This is the type of service that we provided to all our guest so they may keeping returning back.

Thanks,
Jaime
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 McAllen Airport

Property: Hilton Garden Inn McAllen Airport
Address: 617 W Expressway 83, McAllen, TX 78503-2931
Phone Number:
Location: United States > Texas > McAllen
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Family Hotel in McAllen
#6 Business Hotel in McAllen
Price Range (Based on Average Rates): $
Hotel Class:3 star — Hilton Garden Inn McAllen Airport 3*
Number of rooms: 104
Official Description (provided by the hotel):
Located in the Rio Grande Valley, the Hilton Garden Inn McAllen Airport hotel is just one mile from McAllen Airport (MFE) and minutes from the Foreign Trade Zone. Take advantage of our thoughtful range of amenities. Plunge into the outdoor swimming pool and relax in the whirlpool. Work out in the fitness center, or borrow a Stay Fit Kit(R) to keep fit in the privacy of your own room. Enjoy a cooked-to-order breakfast at the hotel's restaurant, the Great American Grill(R), or keep up with work in the 24-hour Business Center. Plus, use the complimentary WiFi that is available in each room. The hotel's two meeting rooms provide ample space for up to 100 guests and can be adapted to suit a range of seating styles. ... more   less 
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Also Known As:
Hilton Garden Inn Mcallen Hotel Mcallen
Hilton Mcallen

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