They asked for it. No, they really did. In the room there's a card soliciting a perfect 10 rating in a survey they send after you stay, and to tell them if anything is less than perfect. With the bar set so high, I regard that as a challenge.
Background: we stayed at the Hilton Garden Inn once before and were absolutely delighted. But since Tripadvisor members rated Homewood Suites higher and it was cheaper and included breakfast, we decided to try this one instead.
I had a number of contacts with the manager. First of all, we were on a park and fly deal, but the maximum was two weeks and we needed three. Manager's reaction? "No problem."
Then there was the room. We wanted the top floor to avoid noise from above. We got assigned the middle floor. However, he assured us that this would be a quieter room because it was at the very end of the corridor, underneath a very quiet elderly woman. He was right. Not the slightest noise from other guests. (The planes were another matter, but not the hotel's fault, and not a big issue.)
As our flight didn't leave till 2:30, we asked to have the room till 12:45 - beyond the checkout time. His response? "No problem."
Finally, we had arranged the shuttle to take us to the airport. We were a little early and the staff Xmas party was still going. Rather than making us wait or summoning out the driver, the manager put on his coat and drove us himself.
His customer-centric attitude seemed infectuous. Every staff member we encountered was unfailingly friendly and pleasant. Really made us feel like valued guests.
We had a huge room which even had a fireplace! Cleanliness was very good. The property does seem a little tired-looking, however. Nothing particular I can put a finger on, just a little dated-looking. However, to their credit, they are in the process of undergoing a significant renovation (completely invisible to current guests) to revitalize the place. Others have already pointed out the manager's "reception", which is really a meal - including pour-your-own wine and beer - but this is offered only on Mon-Thu.
So do they get a perfect 10? Sorry. The alarm clock in the bedroom was off by an hour and a bit and there was no way for a guest to adjust it. So subtract 1/10 of a mark, leaving them with 9.9. I reported this oversight and feel confident it was seen to that very day.
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