Our recent stay at Hilton Garden Inn was far from pleasant. Upon arrival, we found a leak in our room with a strong odor. The hotel’s solution was to put two industrial fans in the room, making it noisy and uncomfortable. My wife had to go to the front desk herself to explain that this wasn’t acceptable, and only then were we moved to another room.
On the morning of our departure, my wife got up early to get breakfast. No staff was present at the breakfast bar, so she gave her room number to the front desk and let them know. Ten minutes later, she returned for some juice and was stopped by the breakfast attendant, who insisted on explaining the breakfast procedure, which she already knew. As she went to the lobby with her juice, the attendant followed her, demanding she stop and pay. The front desk attendant said it was already handled, but the breakfast attendant insisted otherwise.
At the same time, I tried to exit but the door wouldn’t open. I asked why my wife was being harassed over a cup of juice and why the door was locked. This was humiliating for my wife and upsetting for our daughters, causing unnecessary stress at the end of our vacation.
I didn’t expect such poor service and treatment. There are better ways to handle guest concerns, and I hope management takes this feedback seriously.