We stayed here because we had pets and I believe this was the only Hilton property that accepted pets in the area. It's possible that we got a "pet" room but for a $75 cleaning fee, I expected the room to be clean. It was not. There was food near the edge of the bed. If they vacuumed the carpet, they would have caught it. There's no doubt that the cleaning was rushed. Maybe they have fewer maids working on a Sunday and rush through the process.
The carpet was filthy. We used a spray carpet cleaner on a spot and you could see a stark difference. The carpet is not being being shampooed. If you're a hotel charging $75 pet fees, you should be running a carpet cleaner through the rooms for five minutes when a guest with a pet leaves. I've seen other hotels do this quickly to get the high traffic areas. The next guest allergic to cats/dogs shouldn't have to put up with pet dander and whatever else is left on the carpet.
The hotel location was not great. This is the kind of location where you might worry about leaving too many items in the car overnight for fear of a break-in.
We had a late check-in and this can always be problematic. In our case, it took about 15-20 minutes to finally get a room key. I admit that I'm getting spoiled because check-in time at most Hilton hotels has been reduced to about 30 seconds with the Hilton Honors program these days.
The first problem was that the guy was busy with phone calls. I can't blame the hotel since it was 11PM and he was the only person working. Some of the calls were personal and some were wake up call requests that took an odd amount of time to setup. Instead of jotting down a time and room number on paper, this guy entered it in the computer taking a painfully long amount of time.
One of the issues was that they did not have the pet fee setup in the system. It was part of the reservation via an explicit check-box for "traveling with pets". The front desk person claimed it was not on the reservation but I don't believe that for a second. It was on the printed reservation and it's most likely they just missed it. The same reservation system somehow figures how to communicate floor preferences, elevator proximity, and other really detailed requests for me every week when I stay at a Hilton property. This probably wasn't the front desk guy's fault. Someone from another shift should have blocked my room earlier in the day and taken care of this.
My check-in experience could have been one of those one-time problems that is likely to be irrelevant to your stay. However, if you start to see other negative reviews about the front desk staff, you might want to take this under consideration. If you see other reviews about cleanliness, then I would be beware. Hopefully my room was a dirty room reserved for guests with pets and the rest of the hotel is in good shape.
In retrospect, I would have stayed at a Residence Inn since they always accept pets. If I didn't need the extended stay features, I would have returned to the Hilton Garden Inn downtown.
Tell them you have pets and pay the fee AFTER you get your room assignment.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Thank you for taking the time to post on Trip Advisor. As General Manager we strive to exceed our guests expectations. It appears that we failed to do this with you during your stay at our hotel. If you would like to discuss the issues that you had here I would love to hear them so we can ensure that other guests to not have a similar experience. Please contact me at 423/510-8020 or you can email me at email@example.com.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC