As I have posted before, I tend to stay at Hilton properties in order to assure my family and myself a better overall experience while on the road. Sure, I could have easily found a room for nearly half the cost; however, amenities, ambiance, and HIGH quality customer service is very important to me. With that said, I was a little more than disappointed with the value to cost relationship.
Staff: Possibly the most unhappy people in the hospitality industry. With few polite smiles and greetings most of the front desk staff ( the face of the hotel) kept their eyes down and focused on paperwork (possibly) as if to say "Leave me alone." In particular there was an older gentleman at the desk who was less than polite or even helpful; perhaps some retraining is in order. Never forget, a simple positive engagement and kindly banter is standard in terms of quality hospitality service.
Housekeeping: The hotel was clean and in good order. The room was clean and well-made when housekeeping service was needed.
Special Requests: we needed to call for an extra bed and pillows twice even though we had requested these items during booking.
Noted: Our room had several light leaks from the front door. It appears that there is no gasket between the door and the door frame. This created a situation given to extra hallway noise and a less than dark sleep. The beds were small but comfortable. Both beds had body divots, an indication that new mattresses are in order. The bathroom did not have a working exhaust fan (seriously?). The hair dryer was poorly attached to the wall (surprised that it did not fall off of the wall and into the sink). The tiny vanity made the morning routine a bit of a challenge.
Area: The Hilton Garden Inn is in an amazing location for people who want to explore this great city.
Lobby: The lobby has a cozy moderate-sized reception area built around a double-faced gas fireplace. I envisioned a few evenings of drinks on amazingly comfortable couches and a comfy fire. Sadly at no time was the fireplace lit! What is the problem, can't afford the gas bill, waiting on a part? Suffice it to say, this was another letdown by this hotel.
As this is the hotel's current level of service- as well as a motel quality room- The Hilton Garden Inn should consider a rate more consistent with the competition that they have placed themselves at, that being a Comfort or Quality Inn.
Please allow me to state again, my expectations of service and comfort are very high and in no way should influence you to stay or not. With that said this well-schooled traveler will think twice and do more research before staying here again.
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- Also Known As:
- Hilton Garden Inn Independence Hotel Independence
- Hilton Independence
- Independence Hilton Garden Inn