Just spent two nights here since Bruce was playing in Albany but there are issues with staff and soundproofing.
Arrived late evening following a nine hour flight and four hour drive, looking forward to a typical Hilton welcome. Unfortunately this wasn't the case. The guy who checked is in couldn't even raise a smile, so we felt underwhelmed as we took the elevator to our room.
Entering the room a couple of motorbikes went roaring past, trucks rumbled past and I thought a window had been left open. Sadly this wasn't the case. The room overlooked four lanes of traffic which could clearly be heard. No sleep would have been possible so I went back down to try and change rooms.
At the desk I encountered Michelle who was polite, courteous, and she went out of her way to try and help find a different room. Unfortunately the misery who had checked us in was also there and he said 'we're full - no other rooms available'. He then said to Michelle, loud enough for me to hear, 'for what they've paid we're not upgrading them'. Wonderful. How I wish I'd been 'undercover boss'. However Michelle continued to look for another room and found one. She then offered to collect the keys from the old room when we were ready.
Michelle is clearly customer focused and went out of her way to help.
The new room was an even numbered room - avoid any odd numbered rooms as they overlook the four lanes of traffic. Additional glazing is needed in these rooms.
At breakfast the following morning the service was exceptional, staff friendly, offering advice etc on the local area.
Returning from the Springsteen show that evening, Mr Misery was on the desk again - not even an acknowledgement that someone was stood in his presence. Amazing guy who drags down the reputation of the Hilton.
Entering our room, at 12.30am (after the show) we found the bed had not been made up. Being tired, what with jet-lag and the show, it was easier to simply put up with it - to have got housekeeping involved at this time of night would have took longer.
Checking out the following day I had intended to say something. However there was now a Mrs Misery on the desk, we had a five hour drive to our next hotel and another show to catch so I thought what the heck, they've had our money, we saw a great show and if Hilton choose to deliver such bad service then it will reflect back on them.
This would have been a one star review had it not been for Michelle and the breakfast room staff who clearly know how to treat people.
You had our money Hilton, can I suggest you invest it in staff training for Mr Misery on front desk and in housekeeping so that they can be taught how to make up a bedroom.
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