Hilton Garden Inn Rockville - Gaithersburg

Upon checking in for a two night stay we were charged for parking ( $10 per night) though the web site stated parking was free. At 2:45 am on night one, a fire alarm rang throughout the hotel and adjoining Suites with no personnel advising guests as we were evacuated into the rain. Hotel personnel remained absent while we waited in the parking lot for an exceptionally long time for fire fighters to arrive. Still hearing nothing from staff, some guests began entering the lobby to get warm and dry, where they stood waiting for the fire trucks to leave. This seemed to indicate an all clear (though still not one staff member in view) so guests began riding the elevator go their rooms. Guests with walkers and canes ( we saw 3) and young families with babies in arms were seen climbing down ( and up) five flights of stairs, with no offers of assistance from staff. We tried to help 3 guests in wheelchairs exit the building, again no staff in sight. As we returned to our room at about 3:50 am a small alarm continued to sound ( a beeping sound) throughout the morning. Sleep was impossible as we waited to hear something, anything from hotel staff. Never happened. The following morning I waited at the desk to inquire as to the alarm, since we were staying a second night. As always, no staff member was present at the desk. A server from the dining room saw us waiting and went into the back room to find a member of the desk staff to speak to us. I learned ( allegedly) that a pool heat sensor had caused the evacuation and we could be sure another such event would not take place that night. To our relief it did not. On checking out, we once again had to knock on the back door behind the front desk seeking help. It was a very disappointing stay. We had stayed next door at Homewood Suites on previous visits ( we have family in Gaithersburg). We won’t be back to either location during coming visits. We will not recommend ( but in fact discourage) either hotel to friends or family visiting in the future.

great customer service

pretty clean

Food

Everything

None

24-hour hot coffee available in the lobby.

We were in room 607, which shares a wall with the elevator. There’s a loud knocking sound every time the elevator gets used. Will make sure to get a room farther from elevator in the future.