We are HHonors Diamond members, so when we get a choice of Hilton properties, we tend to pick Hilton Garden Inn because of the cooked breakfast. This hotel cost $40 more than the Hampton Inn less than a quarter mile away. It and $40 more than that HGI normally does. Diamond members get a $10 credit, which usually covers all or most of the price of a hot buffet: eggs or omelet, and a buffet that includes waffles, oatmeal, fruit, yogurt, cereals, and pastries. Another Hilton brand, Hampton Inn, gives ALL customers a free breakfast buffet that includes oatmeal, waffles, two ready-made hot options, cereals, toast, yogurt, fruit, and pastries. When got up on Sunday before 10:00 when breakfast ended, an hour earlier than almost all other HGI's do -- some even go to noon on weekends -- we were told the hotel had "a staffing problem" and that there was no one to make or serve breakfast. Instead, there were cold cereals, bread and pastries, basically the level of breakfast we could have gotten at a Best Western or Comfort Inn. Generally, Diamond members are given a choice of food and beverage credit or extra HHonors points. We asked that because we didn't get breakfast, could we use the food and beverage credit in the store or get the points. We were told we couldn't because we had been comped the minimal breakfast. This was unsatisfactory for two reasons: this was a benefit given to all members, not an extra Diamond benefit, and the value of the breakfast was less than even the normal $8.95 cold buffet, much less the $10 normal credit. Moreover, the person at the front desk, who wasn't wearing a name tag, was rude to both me and my partner when we at separate times asked about the breakfast situation.
So, that's just the breakfast issue. One other issue was that the hotel was undergoing a remodel and had been since the previous October (this was in June). There was plastic up everywhere with signs saying "Watch your step," "Pardon our dust," or "Pardon the inconvenience." In fact, when we were leaving, I had to wait to bring the trolley with our luggage out because workers constructing something in the entranceway. Generally, when you inconvenience guests you charge less, not more.
Then there was the issue of the hot tub. I was pleased when I arrived and saw people in the tub because I had been hiking the previous two days. The next day after breakfast, I showered and went down to the pool and spa. I pushed the button for the jets and nothing, just some minor gurgling. I waited a few minute and tried again and still nothing. I got in anyway because my legs were sore, and I thought at least the heat would help. After a minute, I noticed that the spa was cloudier than the pool. I thought this might have been because the spa had more chemicals, but then I saw part of a leaf in the spa. Eeww. I went over to get a towel. Right next to the towel stack was a shower, but alas, it had no knob. So yeah, there were all kinds of body oils in that pool and spa. I went upstairs and showered.
There were two bright spots: Trudy, the night auditor, was very helpful, and the new bartender was also very attentive, friendly, and helpful.
All-in-all, I would say that eventually, Hilton will finish constructing this hotel and hire polite desk staff, but for 2024, I'd stay away and not pay the extra money.
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