Hilton Garden Inn West Monroe

My family and I recently stayed this past weekend and it was the absolute worst. We arrive to check in and had been told the ac u it had broken in our original room, so we had to be moved which was fine but inconvenient. When we get to the new room, which so happened to be a connecting double room this time. Upon entering the room, there was could odor, but thankfully I had Lysol spray. However, to make matters worse, neither bathroom had running hot water even after leaving it to run in both the sinks & tubs for over 15 minutes. When I get to the front desk t make them aware of this, I had to wait almost 10 minutes until someone came back to the front with a lobby filled with customers. Then I was asked “Did you let the water run for a while?” instead of an apology for the inconvenience. So we ended up moving into another room. By this point, I’m exhausted of the experience, but it doesn’t stop there. We get to the room and it was extremely hot as if the ac was never turned on. Then the tv wasn’t working initially along with the WiFi. The tv had chips/cracks in it and the hot water STILL wasn’t working properly in the bathroom. They have coffee makers in the rooms so the next day, I wanted to make some coffee just to discover that there was brown water in the top of the maker as if NO ONE decided to clean it before. I was extremely disgusted at this point and highly disappointed. That same morning, we get a bang at the door stating that housekeeping is there to clean the room due to check out. Mind you this is only our first day after getting in the night prior and we had the room for two days. When we explain to the staff that we still have the room for one more day, we were met with “Are you sure?” as if we had a reason to lie. They had to contact the front desk who also said over the walkie that were to be checked out, but when they were told about the situation, they ended up confirming that we had one more night. So that alone let me know that no one communicates with each other either. How is it that no one knew that we had not only switched rooms, but not know how long we were actually meant to stay?? I was extremely happy to get out of there the next day because I’ve never had such a horrible experience at a hotel, let alone a Hilton. There was trash in the halls, rooms, parking lot. I wish I had gotten photos at the time, but I know I will NEVER stay at this hotel again and I wouldn’t recommend it to anyone, unfortunately

Staff

Cost of room that was in terrible shape, have images to share

Carpet in hallway needed cleaning or better yet replaced! Our room carpet did not look clean! We found several hairs in the bathroom that appeared to have not been cleaned, our bed even had hairs in it and for this we paid over $300 for the night without a breakfast being offered free!!! The staff we encountered didn’t seem to be nice!

This hotel felt more like a motel that was run down and not kept up with. Furniture throughout lobby felt so worn down. Water in hotel is yellow and our tub was rusted and clogged easily (the tub felt old and so the drain didn't drain water well and got stuck). Cleaning crew took towels every day, even if they were hanging up - and then replaced with only 2 (we had 4 staying with us) and they were out of towels when we did ask for more. Surprised they are charging for breakfast for what they charge for this hotel - when really their breakfast isn't different than other hotels that include breakfast. Better accessibility to the sports facility would be helpful to families - it was close but still tough to access without walking all the way around the venue.

Clean, easy to get to.

Desk was unstaffed for 10+ minutes at check in. Breakfast was late by over 20 minutes. Pillows not comfortable at all. Water has strange color/odor. Lids to coffee cups didn’t fit. Severely overpriced for what was offered, especially at a Hilton.

The price for the room did not match the type of room, for me it was a normal hotel room with no special amenities that would have warranted such a high room rate.

Everything was ok with the room but i think it might be getting close to a bath remodel.

1 star. This Hilton Garden Inn is extremely outdated, old, and not well maintained. The room felt dirty, and the bathroom had mold on the tub, which is completely unacceptable. On top of that, the staff was rude and unwilling to help with my reservation, making an already bad experience even worse. For a Hilton-branded property, this was a major disappointment. I will not be returning.

Location

We are frequent visitors over the past 4 years. The last 3 visits the hot water on our side has not worked. This has been a know issue for several months and still not resolved. Last stay we were able to swap rooms but not this time. We would love to continue to support this place as we are Hilton members, but most likely will find another place

Location

This stay was the second time that we didn’t have hot water for our stay. They were able to move our room but this had been an issue when we came prior in November. We stay frequently here, but to have a known issue not resolved with hot water is not acceptable.