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All reviews lager heads sun deck front desk free beach chairs indoor outdoor pool across the street rocking chairs beautiful hotel self parking valet staff virginia beach oceanfront breakfast buffet king suite ocean view third floor hotel restaurant off season
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Reviewed May 24, 2018

i would not recommend this bar to anyone very poor service and after i spoke to the manager not even an apology or a free drink for how we were treated by the bartender. when the bartender did not apologize asked for the manager he did not have anything to say to us until we said we were staying at this hotel and even then even an apology

Date of stay: May 2018
  • Trip type: Traveled with family
    • Value
    • Rooms
    • Service
Thank jparot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristin M, General Manager at Hilton Garden Inn Virginia Beach Oceanfront, responded to this reviewResponded May 24, 2018

jparot, Thank you for taking the time to share your experience with us. We are so sorry to hear about the poor service your received while visiting Lager Heads. I will be sure to follow up with our team, if you can provide me with further details it would be very much appreciated! Kristin.Milleson@hilton.com

Sincerely,
Kristin Milleson
General Manager
Hilton Garden Inn Virginia Beach Oceanfront

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 24, 2018

I'm a gold member with Hilton and stay at various Hilton properties a good number of times a year. I like HGIs, and this one is no exception. Fantastic pool, fantastic location, fantastic restaurant (Lager Heads) attached to the hotel, etc. It's a gem in Virginia Beach, no doubt. Unfortunately, there is one glaring, horrible problem, and it's the sole reason for the 3/5 instead of a 5/5--the "concierge."

The "concierge" is an employee of Diamond Resorts, a company that will try to sell you a timeshare by any means necessary. They will act like they are there to help, but they are there to sell. They started saying completely false information like the Ocean Club hotel next door was a "new Hilton property," that we should take a tour of it for free stuff, etc. Unfortunately, the fact that they work for Diamond isn't obvious until you are five feet from them in a conversation and see a tiny logo on their name tag. Suffice to say, they don't publish this, and they are 100% trying to take advantage of trusting travelers by any means necessary.

Here is the thing--Hilton (or at least this hotel) simply does not care. Search TripAdvisor's reviews for "concierge" and you will see my story isn't unique. As of this review, over 6% of the reviews on this hotel mention the concierge, and the overwhelming majority are negative and comment on their deceptive practices. These complaints go back to September 2014. The GM of this hotel (first Stefano and more recently Kristin) has responded to nearly all of these reviews (props for that), but it's the same story every time: "Oh, we will get the concierge to maintain the Hilton level of service!", "We will definitely talk to them!", "This does not represent what Hilton stands for!", etc.

But guess what? At the end of the day, nothing changes. The hotel expresses disappointment in Diamond, but their position remains at the hotel complete with all the deception that comes with it, and it should have been canned long ago. Literally, the only conclusion I can draw is that Diamond is paying this hotel some ridiculous amount of money for this "concierge" space and the hotel is reluctant to lose the revenue. I would like this HGI to know that a friend is staying at VA beach with his family this July and asked how I liked the hotel. I told him to go elsewhere *literally* only because of the concierge.

Hilton, feel free to keep your fake concierge, but realize that you are losing business because of it. If you insist on keeping it, you need to mandate that the "concierge" sign is changed to something like "concierge provided by Diamond Resorts" and that it can be read from the elevators. The current setup is completely designed to take advantage of Hilton's guests, and it's disgusting that this HGI (or Hilton proper--I do not know how makes these decisions) simply does not care enough about this to nip the issue in the bud for good. Hilton . . . FIRE DIAMOND. A $350 hotel should not have a fake concierge in it. It takes what is easily a five star hotel and makes it so much worse.

Date of stay: June 2017
  • Trip type: Traveled as a couple
    • Value
    • Rooms
    • Service
4  Thank Alex B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristin M, General Manager at Hilton Garden Inn Virginia Beach Oceanfront, responded to this reviewResponded June 6, 2018

Alex B, Thank you very much for sharing your experience with us. We are very pleased you enjoyed your hotel stay and I do apologize for the issues you experienced with our concierge. Please know that these concierge comments are extremely frustrating for us as we like to give our partners at Diamond an opportunity to correct these issues as they arise. We have passed along your comments to both our Executive Team and Diamond, we do hope you can look past the concierge and stay with us again.

Sincerely,
Kristin Milleson
General Manager
Hilton Garden Inn Virginia Beach Oceanfront

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 24, 2018

I stayed this past week for one night, business trip. Wonderful location in the heart of downtown Va Beach, ocean side. There are quite a few ocean front hotels, this being one of them. Very nicely maintained, not a typical worn down tourist hotel. Every room is ocean front and has a small balcony with several pieces of outdoor furniture. Small and tight but enough if you wanted to sit outside and enjoy the ocean and all the beach traffic below. It has a indoor/outdoor pool, nice bar area and lobby. The folks at the lobby desk, very helpful and the wait staff for the morning breakfast very friendly. Honestly, I would give this hotel a solid rating. Great location, you can step right outside and be on the beach or stroll the boardwalk. No street to cross, you are directly on the beach. Your morning sunrise, unobstructed. The only knock, if you don't do valet parking your garage is around the corner across the street from the hotel.

Date of stay: May 2018
  • Trip type: Traveled on business
    • Rooms
    • Cleanliness
    • Service
Thank Mark A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristin M, General Manager at Hilton Garden Inn Virginia Beach Oceanfront, responded to this reviewResponded May 24, 2018

Mark A, Thank you so much for the wonderful review! We are so pleased you were able to enjoy a little relaxation during your quick business trip, as well as all the amenities. Thank you for taking the time to share your experience with us and it really means a lot! We look forward to seeing you during future visits to Virginia Beach!

Sincerely,
Kristin Milleson
General Manager
Hilton Garden Inn Virginia Beach Oceanfront

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 23, 2018

Wonderful high-quality oceanfront hotel - very clean, quiet and comfortable. The restaurant has great food and the sundeck has really nice furniture for enjoying the sun without having to pay for a chair on the beach.

Date of stay: May 2018
  • Trip type: Traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn
Thank JCElston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristin M, General Manager at Hilton Garden Inn Virginia Beach Oceanfront, responded to this reviewResponded May 23, 2018

ScreenName61_11, Thank you so much for the wonderful review! We are so pleased you enjoyed your stay with us and were able to enjoy all the amenities of the hotel. We look forward to seeing you during future stays!

Sincerely,
Kristin Milleson
General Manager
Hilton Garden Inn Virginia Beach Oceanfront

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 22, 2018 via mobile

Stayed here for a quick weekend getaway, staff was friendly and very accommodating with my last minute plans. Rooms were clean and larger than expected. Amenities and location were perfect, would definitely return!

Date of stay: May 2018
Trip type: Traveled solo
Thank kwhookline
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristin M, General Manager at Hilton Garden Inn Virginia Beach Oceanfront, responded to this reviewResponded May 23, 2018

kwhookline, Thank you so much for the wonderful review! We are so pleased we could accommodate your last minute plans and that you enjoyed all of the amenities. We look forward to seeing you during future visits!

Sincerely,
Kristin Milleson
General Manager
Hilton Garden Inn Virginia Beach Oceanfront

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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