Hilton Garden Inn Merrillville

Convenient

Food finished too early, shop was badly stocked.

We stayed here for a wedding on June 5th left the following morning after finding a roach crawling on our bed in broad daylight. We took this to the Manager and we have since been informed that they will not reimburse us for our for our room. We left and went to another hotel. They informed Us since they did not locate evidence of other bugs that it was not grounds for reimbursement. SO A ROACH CRAWLING IN YOUR BED IN DAYLIGHT should be evidence enough. No guest should be expected to endure roaches in a hotel Room. Hilton very disappointed in your resolution. It’s completely unacceptable!

Let me say this, what an experience we had and reviews say it all. After arriving at this location only to find out the room next to us had two large dogs. They have barked all night, throughout the night and early morning hours that was my first complaint. My second is when it is time to go to bed. Is there not a quiet time within your properties. Lying in bed, I felt like someone was doing a marathon where we experienced our ceiling literally vibrated. I called the front desk to address this issue of the loudness coming from the second floor. I was told by an employee she had guests to check in and she would go upstairs. I did not ask for a knock on my door afterwards I suffer from PTSD and this did not help my disabilityafter opening my door. Their employee stated it was an older man and when he opened the door, it was complete dark. Well I guess kinda like ours, right? She then stated she did not know where the noise was coming from but mysteriously after this encounter you could’ve heard a pin drop it was that quiet. The following morning walking to get a cart I was greeted, good morning I replied what’s good about it. I said let me tell you what I have been through. I asked, aren’t you the same employee that I spoke with this morning regarding the dogs barking and you stated you would make a phone call to get the dogs to shut up that was her exact words. After waiting to speak with a manager, I began taking pictures, of course where I stay, I want it as clean as my home if not better. The pantry had a lot to be desired as you see in your photos. Tables were filthy like they have not been wiped for some time. For me to be accused that all I was doing was taking pictures to have more to complain about to have a free night stay I’m sorry you have the wrong person and don’t accuse me. I then was speaking on the phone and your employee stated we’re a dog friendly hotel if you have a problem with it you need to stay elsewhere and talking over my conversation. I then ended my conversation because of the background verbiage and that is when your employee decided she was going to whisper and said I am not dumb enough to fall for you recording me. I have called to speak with the property manager Amanda Carney and have left several voicemails for her to return my call. I still have not been able to speak with her personally.  Only to find out after speaking with the operation manager today she only offered bonus points. I am not asking for bonus points. I did not pay by points I am demanding a refund. She said that is not going to happen, okay I said that is fine. My next option is contacting the customer service as well as leaving a review with my pictures. Only to find out after I called the customer service phone number to start a case the hotel has started a case against me and again accusing me of trying to get a free night out of this property. Would definitely NOT recommend this property to others ❌

It was clean

The desk clerk did not inform me that my special rate did not include a free breakfast in the morning, so I was embarrassed when the attendant started telling me I had to have a ticket to eat breakfast. I had never had to do that at a Hilton in the past, and I've stayed a lot at Hiltons, so I became a little irritated. Luckily, the clerk was very nice, the manager was very nice, and the stay was excellent. This is a very nice hotel, but understand, it is geared towards business people and corporate accounts. The manager made it clear that the situation with the clerk who checked me in would be addressed because if you do not qualify, the clerk is supposed to tell you at check-in. The room was perfect, and the breakfast was very good, I just don't think it was worth $18 per person for a freakin' bagel and some bacon. If I had known I was paying for the breakfast, I would have been there for an hour eating. The clerk who checked me in also seemed to be annoyed she had to leave her phone and take care of me but again, the day clerk and the manager were very nice. I WILL STAY HERE AGAIN, because it is really nice, but I will not have breakfast at the Garden Inn.

The friendly staff, my room was very clean, my location of the room was very good

Price could have been better but it was ok for where it was located

The Hilton Hotel could not find not Booking.com reservations once I arrived at hotel. It was scary and embarrassing.