The Morgantown WV Hilton was close to Ruby Memorial Hospital where my husband had surgery. I would NOT recommend it. Up until this point, we've always chosen to stay at Hiltons because of quality and service. (We are Hilton Honors members). However, this Hilton could easily be compared to a cheap-rate, two-star hotel... and that includes staff.
We asked ahead if staying additional nights would be an issue and were told, by in-person hotel staff, it would be no problem; however, it was a repeated problem/hassle and caused continued undue stress. Requests to speak to a manager were ignored. When issues seemed resolved, our key cards were deactivated, locking me out of our room one night. Then, we were told we'd be were unable to get the government rates and that our rates would change daily. We had to call hourly to see if our room was still available daily! Staff could not answer basic questions and didn't know how Hilton Honors worked, when asked. Lots of run-around, unprofessional attitude, and inability/un-cooperation to help. Little things were issues too. Room service "wasn't available" at stated hours, business office equipment would not work multiple times attempted, wifi worked extremely poorly, and wired Internet connection dropped constantly. We needed to hunt down cleaning staff to get items refreshed each day. (When we arrived, the shower was not clean; I had to do this).
We finally spoke with a manager on our third day here, 5/29, despite complaints and asking to speak with one each day beforehand. It took me calling corporate that morning to inquire about their "satisfied or don't pay guarantee" to get to a manager at our location, since corporate just bounced our complaints back to the hotel. The manager here didn't mention the satisfied-or-don't-pay guarantee or address it when asked. She brought us new key cards, gave us a complimentary breakfast pass (we told her we had morning appts and would not have time for breakfast, only dinner tonight, but she said she was giving us breakfast buffet passes anyway and offered us an extra pillow. Checkout, we received two sets of bills under our door-- one with rates all over the place. We had to go down to the front desk to straighten that out too. (There was a businesswoman in line before us, complaining their shuttle schedule was all incorrect and she couldn't get to her conference now).
So, even after calling corporate we had issues. If it wouldn't have been for my husband just having had surgery, I would have went to find somewhere else for us to stay. I would never stay at this Hilton again and will rethink choosing Hilton as our go-to hotel choice from now on after even calling corporate wasn't very helpful. Our stay was an extremely disappointing experience.
- Official Description (provided by the hotel):
- Enjoy many of the comforts of home while on the road at the Hilton Garden Inn Morgantown. With easy access to many of Morgantown’s businesses, the West Virginia University campus, nightlife, dining, shopping and more, this hotel puts you in the center of the action. While you stay, take advantage of free internet access, take a dip in the pool, order a cooked-to-order meal at the Great American Grill or heat up a microwavable meal from the 24-hour Pavilion Pantry in the comfort of your room. ... more less
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- Also Known As:
- Hilton Garden Inn Morgantown Hotel Morgantown