I called the property directly when I made my reservation a week prior to my stay at this hotel. I explained I had a severe allergy to feathers and was assured that my husband and I would be placed in a room containing all foam pillows. This was not the case. Upon check-in I asked the desk clerk, Lee, if the room had foam pillows as I requested. He said yes. I said, "So there aren't any feather pillows in the room?" He replied, "Our rooms have two foam and two feather pillows on each bed." I explained I was severely allergic and requested all foam pillows. He said in a rude, clearly I don't give a flying fig, manner that he didn't think he could come up with two more foam pillows. I again stressed how allergic I was and asked if he could try. He said he would call housekeeping and ask but they normally didn't give extra pillows. His attitude was rude. I didn't want extra pillows, I just wanted four foam pillows in my king room that I was assured a week prior that I could have. We wait in our room 45 minutes. Finally we call the "hotline." The postcard in the room states that if we need anything, call the hotel's "hotline." Basically this means the front desk. No answer. Waited five minutes and called again. No answer. Called again and again and again. No answer. It was pretty clear Lee wasn't taking our calls by this point. We had to leave to make our dinner reservation. On the way out we stop by the front desk and ask Lee if he was able to find our foam pillows yet. His attitude at this point was beyond rude. He was arrogant and so openly rude. We were shocked. We weren't rude, demanding people. We are Christians and live by the rule of treating everyone with respect, whether they deserve it or not. He told us they don't change the pillows in the rooms. I said, so I'm supposed to buy foam pillows because I'm allergic to the feather ones? He told me there was a Target on 86th street. My husband asked him for directions and he looked at us like we were the dumbest people on the planet and said slowly, "86th street." I asked about the satisfaction guarantee and said he wasn't living up to that. He said I guess your rooms free then, isn't it. I told him I would rather have foam pillows than a free room. He just gave me a nasty look. My husband said, lets just go, it's clear he doesn't care customer satisfaction. Again Lee said nothing, just gave us a look like we were pond scum. We left and said nothing more to him the entire stay. We were going to ask to speak to a manager the next morning but he was still the only clerk at the front desk.
When we got back from dinner there were three girls, approximately 8 years old, camped out in the hallway in front of room 520, dancing to music from their ipods. Very loud and very annoying. Were we going to bother Lee at the front desk by complaining? NO! We learned our lesson so we put up with the annoyance, which continued until 10:30PM.
My husband had to use the feather pillows and sleeping so close to feather pillows set my allergies in full motion. I woke up with a swollen face and headache. I had to take benadryl all day. Not how I envisioned speaking my mothers day getaway.
To be fair, there were things about this hotel that we liked. The water pressure in the shower was fantastic. It was one of the cleanest rooms we've been in.
Things we didn't like was the placement of towels in the bathroom. The racks holding the clean towels are in the shower. So when I had my shower the towels were damp from the steam of my husbands shower. A drawback to our room, 511, was that the light is very dim in the bathroom and hallway in front of the bathroom. The bed was a little on the firm side for us. And the major drawback was that the mini-fridge doesn't have a freezer section. I am a brittle diabetic and travel with two types of insulin's, which need to be refrigerated. Traveling, I put them in a small cooler, the size of a lunch box and use frozen cold-packs to keep them chilled. In hotels that have mini-fridges without freezers I have the front desk put them in their freezer. With Lee's nasty attitude there was no way I was asking him if he had a freezer to put my cold-packs in.
Its really a shame that one clerk can stain a hotel experience so badly. We stay at Hilton properties many times throughout the year in our extensive travels and have never been treated like this. We will bypass this hotel on our trips to Indy, that's for certain. In reading the reviews prior to making the reservation I saw all the glowing comments about the staff and that's one of the reasons we chose this property over the Hampton. I'm really sorry we did. Sure, we got the room for free, but does that make up for such a horrid experience? No. I would have much rather had a desk clerk that at least pretended to care about my needs and spoke to me in a civil tone.
- Official Description (provided by the hotel):
- Enjoy a refreshing and successful stay at the Hilton Garden Inn Indianapolis Northwest hotel with a selection of comforting and convenient amenities and services. Unwind on a comfortable king or queen size bed and view a movie or select from a choice of premium TV channels on a 32-inch flat screen TV. Catch up with work at the desk and stay connected with family and business with complimentary high-speed internet access, available in every guest room of our hotel in northwest Indianapolis. ... more less
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- Also Known As:
- Hilton Garden Inn Indianapolis Northwest Hotel Indianapolis