Hilton Garden Inn Saint Charles

Comfortable, quiet, friendly staff

Location was fine, lobby was clean, room and bed was clean.

We chose this hotel partially because it showed there was a hot tub in your photos and then when we arrived, no hot tub , which was deceiving and disappointing . We also weren’t notified ahead of time that we wouldn’t get a key to our room and weren’t offered anything for this massive inconvenience as well as safety and security concern, we probably would have gone to another hotel if we would have known we were going to be escorted every time we needed back in the room and there wasn’t even enough people working to do all of that. I understand the computers were down but the hotel did nothing for paying customers to make up for all of these issues. There was no one at the front desk for a while when we arrived at 11:00pm as they were taking people to rooms to let them in and were clearly understaffed and overwhelmed. The parking lot was packed and we were originally told there wasn’t any overbooking so parking wouldn’t be an issue. We also weren’t told there was a massive wedding the next day so we left for breakfast and then came back and couldn’t find a parking spot at all. The room was fine but there was only one cup for coffee, and the pillows were very uncomfortable and we could hear everytime someone left their room and walked up and down the hall it sounded so loud and echoed in our room like someone was knocking on the door.

Front staff was amazing

The property was convenient, quiet, and clean. I would stay here again.

No complimentary breakfast

Cleanness

very nice stay at the Hilton Garden in St Charles,staff very heopful.

My grown daughter, I, and our two cats, traveled to Florida from Minnesota. We chose this hotel because we had had used it in the past. We stayed 8 nights on our trip in various hotels. This was the only hotel that provided us with adjoining connecting rooms, a great convenience for us. The hotel has everything and is a pleasure to visit. We enjoyed dinner and breakfast at the in-house Bistro. The service is very good. The rooms are spacious and the bathrooms showers very good. d. We slept well/ We will always stay here when our trip plans permit.

The noisy air conditioner in our room disturbed our sleep all night. When I reported this in the morning, the person at the front desk could have cared less. Never apologized or exhibited any empathy for our experience. But he did promise he would tell someone about the problem. So much for being a "Diamond Club" member. Usually, I would immediately return to the front desk to request a room change, but we had just returned from Europe and I was exhausted and thought I could live with the problem. Little did I know ... I am amazed a hotel can place people in a room with noisy A/C units. Apparently, the Hilton Garden Inn in St. Charles, IL has no process to checking their equipment and making sure it is in top working condition before placing a customer in a room. I guess they just rely on bad customer experiences to help them find their problems. They can do better with a little effort.