Hilton Garden Inn West Palm Beach Airport

The only problem I had I paid for a continental breakfast and I was told it doesn't come with eggs

Timothy in the restaurant was awesome. He is so authentic and really knows how to make guests feel comfortable. He is easy to talk to and has awesome hair. Dejon (I really hope I spelt his name correctly) made me feel safe and comfortable in a situation with a potential guest in the lobby. I’m truly thankful for him for taking control of that situation and making sure I was safe. I didn’t catch his name, but the shuttle driver was also very kind and made me feel safe.

Excellent

Everyone (Julio) front desk was awesome!!!!! The shuttle driver took us downtown and he was a wonderful guide as he dropped us off!!!! Will recommend to others

The pool was like swimming in liquid chlorine. Unhealthy.

Subject: Urgent Complaint – Unsanitary Conditions and Poor Service at Hilton Presidential Suite Dear Hilton Corporate, I am writing to formally file a complaint regarding my recent stay at your Hilton location. I reserved the Presidential Suite expecting a luxury experience, but instead encountered conditions that were completely unacceptable for any hotel, let alone Hilton. Upon arrival, my room was not ready. After waiting 10–15 minutes, I was checked in by Aaron. Once inside the suite, it was immediately clear the room had not been properly cleaned or inspected. The suite smelled strongly of cigarettes, the handle was broken, there were handprints on the wall, and trash was left behind. Later, when returning to the room, we discovered the odor persisted. After investigating, we were horrified to find a used condom with semen inside and vomit inside the trash can. There was also vomit smeared on the bathroom walls. This is not only unsanitary but poses a serious health hazard. Shockingly, maintenance proceeded to hose off this waste in front of the hotel, further spreading contamination. We attempted to resolve this on-site. Aaron advised Wendy would speak with us, but she stated we were not her priority since she had “other guests.” As paying guests ourselves, we found this response unprofessional and dismissive. At no point was proper compensation or service recovery offered. We spent significant money for a premium suite and were left with an experience that was unsanitary, unsafe, and deeply disappointing. Additionally, Aaron himself admitted he was “tired,” which is not an appropriate way to address guests. Wendy was dismissive and unhelpful. This level of service is far below Hilton standards. Given the severity of these conditions and the complete failure of management to address them, I am requesting the following: 1. A full refund for my stay. 2. A follow-up phone call from corporate to address this matter. 3. An internal investigation into the staff conduct and cleanliness standards at this property. If this issue is not properly addressed, I will have no choice but to escalate further, including reporting the health code violations to the Florida Health Department. I chose Hilton because of its reputation for quality and excellence. Unfortunately, this experience was the exact opposite. I strongly urge corporate to take immediate corrective action. Sincerely, Cindy Sanchez

Perfect location, beautiful facility and scenery. Good food options and bar

The bed and pillows, very uncomfortable for me

I have been coming here to this hotel for a long time and let me tell you, if there is a reason, I am coming back is because of Laurie the front desk receptionist, she goes above and beyond from making things right when things are not 100%, she literally personalize the experience, she was out of this post for a few weeks and it was painful, it was not the same, she should have a promotion but at least a raise because this place is not the same without her, you can contact me by email and then I share my phone number if needed, great asset you have there excellent customer service.

Staff was nice. Facility was clean. Would stay here again.