Hilton Garden Inn Cartersville — Attraction in Cartersville

This might sound silly but... My husband has had a copy of a wonderful letter written to Mr. Hilton, about a great customer service experience a lady had, hanging in our closet for 18 years now. He has based his entire philosophy of customer service on the wonderful feeling that letter gave him and he wants everyone he encounters to also feel THAT wonderful experience. He has shared that letter with those he has trained, as a goal to achieve- you ALWAYS want the customer to feel their business is appreciated. Customers can go anywhere for their consumer needs, customer service makes all the difference.

That being said, here is the story of our encounter with this specific location (please, stay with me): We moved from Frisco (North of Dallas) to Cartersville in June for my husband's job. We booked a room in August for a business event that was to be held in December AT THE HOTEL. We were told to book early, as December is a busy time and there may not be a room available. The event was canceled in November, so we called and canceled our reservation the next day. The customer service lady at the 800 number said, after about 20 minutes of not being able to find our reservation, finally found it and then gave us a , "NO PROBLEM! We will cancel the reservation and refund your money. You will see it back on your card in 7- 10 business days." Because we live in the town, my husband called the Garden Inn location to confirm. Again we received a, "NO PROBLEM, we will take care of it." Ten days later, we still hadn't received our refund, so we called again. We heard, " SO SORRY, WE WILL TAKE CARE OF IT RIGHT AWAY." Once again, NOTHING! This went on 3 more times. It has been OVER two months we have been dealing with this. My husband then sent an email to The Hilton Customer Service department and they told us to contact another department. We did and they said since it was after the reservation date, WE would have to get the money directly from the Garden Inn location OURSELVES, because that location had already been paid for the reservation, so it was, " UP TO THE MANAGER WHETHER HE WANTS TO GIVE YOU A REFUND." WHAT?!?!?! We canceled the reservation THREE weeks before it was to take place! We then contacted the manger who refused to give a refund because it was PAST the reservation time. WHAT?!?!?!

Does anyone know how to run this place?! We were basically lied to, ignored, and brushed off for over 2 months. Then told, " oh well, it's too late now." This location is terrible.

We are Platinum members, or should I say WERE. This is how you treat loyal customers? Extremely sad, seeing as we used to hold Hilton's customer service in highest regards.

I guess the days of that great Hilton customer...

My family travelled from South Florida to Cartersville for a wedding. We checked into this hotel on December 28th and initially found quite a few lady bugs & stink bugs on the window sill. I wasn't happy with that but understand that these bugs exist in North Georgia and are harmless. However, after about a half hour or so of being there, I discovered a large roach crawling across the middle of one of the beds. My mother, who is 85 years old, had the room next to ours and also had several roaches in her room. My 2 aunts and 2 uncles, also all 80+ years old, were staying here as well but we all checked out after seeing the roaches in 2 of the rooms. As a result of having to find another hotel to stay in, we missed the rehearsal for my nephew's wedding which was quite disappointing especially since my mother, who is my nephew's only living grandparent and was in the wedding party, missed quite a few of the photos taken at the rehearsal. The front desk suggested that perhaps this was a palmetto bug and said that no one had ever complained of roaches before. I have lived in South Florida for over 30 years and am well aware of what a palmetto bug looks like. They sent a maintenance worker to the room with a spray bottle who not only confirmed that it was a cockroach and not a palmetto bug, but also did not seem to be surprised at all as if he was already aware of a roach problem in the hotel. We ended up booking 4 rooms at the Home2 Suites by Hilton but had to pay double the price. Because my mother and aunts/uncles are all seniors, this created an unexpected financial obligation which they were not prepared for so I had to pick up some of the additional cost for them. The hotel manager at the Home2 Suites said that this hotel needs to be completely closed and fumigated in order to get rid of the roaches. Since the hotel seemed to be aware of the issue before we got there and apparently did nothing (or at least did minimal pest control treatments which were unsuccessful), I doubt that will happen and therefore cannot recommend this hotel to anyone. I have never left a negative review about anything but felt strongly about warning others because in addition to being just plain disgusting, roaches carry all kinds of diseases, are easy to bring back home on clothing or in suitcases, and are hard and very expensive to get rid of once you have them. Please stay somewhere else when in...

Beware of Ms Powell/Mgr.....We were broke down on I-75, Called to get a room, talked to Tony on the phone who was Excellent! Tony found a room for us with our 2 Dogs. It was evening, dark hours, by the time we arrived at the Hotel & Tony was at the Desk with a Big Smile when we walked in with our 2 dogs. I paid for 1 night using my credit card. Our room, the Hotel facility & the staff were Excellent! We checked out the next morning, Front Desk attendant asked my room #, then advised me to put our key cards in the clear box on the counter. Asked me how our stay was, I responded with Wonderful, walked out the front door with my 2 dogs. Then 2 days later I see a 2nd charge on my credit card account so I call the Hotel. "MS POWELL" who was extremely rude 1st could not find my reservation or the charges, finally found both charges. MS Powell told me that when they did the previous days audit they realized that I was not charged enough for my stay. SO AFTER I CHECKOUT & I LEAVE THE HOTEL, MS POWELL CHARGED MY CREDIT CARD FOR ADDITIONAL $$$$$$$$$$$$ to balance daily books. This charge was not for any damage to the room, or missing items or even food. MS POWELL stated that Tony did not charge me correctly on my pet fee. I told Ms Powell that "I agreed to the 1st charge, that is the fee my credit card slip shows that I signed. You cannot keep someone's credit card information and charge additional fees at a later date to make your daily audit balance". Ms Powell started raising her voice to me, interrupting me talking over me, stating that I was not listening to her. I told Ms Powell that this was "Fraudulent activity" and I was calling Hilton Corporate. Ms Powell did not seem to care.......... So I hung up & called corporate, opened a case, Corporate is refunding my 2nd unauthorized charge made after I had checked out & will be transferring the case to their Corporate Manager of this Hilton Hotel. Sorry Ms Powell, You will be held responsible for your fraudulent activity. You should not be affiliated with any business that handles consumers financial information. Ms Powell's actions clearly show she is not a professional in the hotel industry & is dishonest as well as her personal verbal bullying tactics during our phone conversation. This cannot be the 1st negative incident with...