Hilton Garden Inn Rockford

Convenient to restaurants,good location.

Great staff and very clean hotel

Before arriving, I tried six times to reach the operator at the Hilton Garden Inn in Rockford. I had questions, but each call to the local number rang over 25 times before disconnecting. Every time, I had to call Hilton’s 800 line, battle the bots, and beg a human to transfer me back to the hotel. It was an enormous hassle, a time-suck, and a terrible introduction to this branch. The problems didn’t stop there. The mums outside were dead from neglect, the lobby coffee table was littered with debris, and only one clerk manned the front desk during peak check-in. None of the staff wore uniforms or name tags, and they looked sloppy. The elevators crawled, my room was cave-dark, with lumpy pillows, too few blankets, a sagging mattress, mold in the tub caulking, and stains on the floor. The wedding brunch was a disaster. There was no coffee, stale pastries, bagels with no toaster, yogurt with no spoons, raw bacon, and constant silverware shortages. Service was chaotic, and the spread was embarrassingly poor. I expect better quality from Hilton. I paid an exorbitant amount for my room, and the conditions were unsatisfactory. The phone ordeal was infuriating, and the other failures — from the dead mums to the sloppy staff and mold in the bathroom — were shocking. This branch clearly needs help. I want my money back. Bad form, Hilton. I expect more!

The stay and service was average—I was there for business, so I just slept and attended my meetings. I can’t speak to the food, because I did not eat at the hotel. The bed was a tiny bit uncomfortable (on the harder side) and the floor was a little noisy at times, but they were hosting several events. The smoke alarm in the room went off on the first night due to low battery and continued on, so I called the desk several times, but no one answered. I had to go downstairs to the front desk for help. The staff was kind enough to help and they took it down for the evening and then it was fixed the following day. I asked for an extra comforter twice and never received it—once to housekeeping and once to the front desk. Overall, those things didn’t make the stay terrible, just minor inconveniences. The room was clean, staff was helpful when needed—just perhaps a little spread thin, and the environment was family friendly.

Kind and courteous staff, clean and comfy room! I wish I had a couple of days to spend with the cook. As a life-long student and participant of the art of Gastronomy, the restaurant food was disappointing. Pardon my grandiosity. My mother was a chef and my brother was a restaurant consultant way back in the 1990’s. It’s not that costly or difficult to do better in your restaurant! The particular dish I ordered said fresh basil from menu. There was no fresh basil, just too much dried thyme. Sorry, chef!

We've stayed at this property before and had a good experience. Our previous stay was with only two people in the room and we had a king room. This time we had four people and a double queen room. The room was clean, expect a dirty washcloth left in the bathroom. However the queen beds are no way queen sized, they were so small and not acceptable for two adults together. We requested a cot for the room and were told it was not possible because of fire code. I've never heard of this restriction in a hotel.

This was a nice, quick stay. Very near restaurants, casino, and a nice pool. Too bad the fire alarm went off randomly about 6:30am on Saturday morning.