Hilton Garden Inn Olive Branch — Attraction in Olive Branch

My family and I stayed here overnight on a road trip and while the rooms were nice and clean (it should be as it was just built) the check out process was far from being a smooth and easy process. The Assistant General Manager, Eugene, operates on the mentality of "I'm right, you're wrong". We booked our room through a well known 3rd party travel site because no one was answering the main line that my wife had tried calling for over an hour. We thought the place must be extremely busy because no one was answering the phone, but when we got there and noticed 5 cars in the parking lot and the guy at the front desk on his personal cell phone we knew trained personnel may be lacking at this particular Hilton location. Regardless, we paid for the room and it was early morning and my wife and I wanted a safe and clean place to sleep for our family. During the check out process, the lady stated we had an outstanding balance on the account for the room rental. We told her we had already paid for the room in full through a 3rd party travel company and this was a mistake. All she could do was state you need to pay this amount before you can check out. Even though we kept insisting this was an error, no more could be done. Hell we even showed her the email confirmation from the 3rd party travel company and the pending credit card charge. Nothing could be done and we still owe them money. This is when she called in boss man Eugene to handle this issue further. Thinking this was an obvious error and it was was going to be corrected asap and we can go on our merry way because Eugene had GM in his title, we were so wrong. Things got much worse. Eugene kept saying without skipping a beat "you may have paid them (3rd party travel company) but they didn't pay us. If you don't believe me come over to this side of the desk and look at my screen. You owe us money". We showed him proof that we paid and the amount that we paid and his response I kid you not was "you could have saved a few dollars if you booked directly through us". Such a great response to two customers who are having to prove they're are right and who are being forced to pony up more money. Talk about pouring gasoline on a fire. We told Eugene we tried calling for over an hour to book directly, but no one answered. Apparently, my wife and I were wrong because Eugene said sternly "that's impossible because someone is at the front desk 24/7". I was ready to pull out the call logs to show him proof to shut him up but what good would that have done. My wife and I felt as if we were in the beginning stages of a back and forth debate with our 4yr old. At this point, one side needed to say something that would jump start the problem solving. I told Eugene maybe since we booked the room so late in the day (11pm) and it's now morning (830a), maybe the charges are still processing and you'll get the money soon. Not a word from either one behind the desk. Eugene made a few clicks on the keyboard and guess what we still owe them money. So all four of us stood in silence as to who was going to say something next and Eugene yet again wins with "we are going charge the outstanding balance to the card on file because my system indicates you owe us money". After we told him repeatedly, you're not going to charge us for anything right now he stated he would escalate this to the General Manger once he gets in. We provided our contact information and Eugene said clearly "you'll be hearing from us very soon". 6 hours later I called and spoke to Eugene's boss (the one who was supposed to call us) and asked for updates and he stated this issue was already corrected earlier in the day. Thanks for the call guys. I guess Eugene or even his boss didn't have the courage to own up to their mistakes on how they could have handle this situation differently to have a better outcome. I highly doubt we were the first ones to ever experience processing delays...

I am writing this review at 12:30am because I just received a call from the front desk about a supposed noise complaint from the people directly below us. I’m here with my 7 year old daughter and we’d been asleep for over an hour at the time of the call. Needless to say, neither of us are asleep now. 🙄 To the gentleman at the front desk who decided to wake us up after midnight: I’d like to recommend that you actually go up to a room and listen outside the door before opting to call someone. That was just ridiculous.||Pros: The breakfast is fantastic. I don’t recommend paying extra for breakfast on the front end though because you’ll just be charged again. The service from the staff at breakfast and dinner has been fantastic. They’re very friendly and seem genuinely interested in making sure their guests are happy. That’s been the highlight of this stay. The rooms are mostly clean at surface level but could use deep cleaning. The beds and pillows are comfortable.||Cons: Let me just say that we came here solely for the indoor pool. This was a “staycation” for my daughter and me and she really wanted to be somewhere with an indoor pool. On our first day, the pool was pretty cloudy but we opted to swim anyway. The next day, it was so cloudy that we couldn’t see our feet after stepping in. I was concerned that it might not be safe and asked the front desk about the cleaning schedule. I was told it was cleaned nightly and was safe to swim in. I wasn’t comfortable with that so we decided not to swim. As we were gathering our things to leave, a man in a suit (who I assume was the manager but he didn’t introduce himself) came into the pool area with a couple of other men and rudely told me the pool was fine to swim in. He said they “could clean it” but they’d have to close it and the kids in the pool were having fun. I reiterated that I only wanted to know if it was safe and he assured me it was. He also told me that they’d be cleaning it that night. The next morning, it was still just as cloudy. Later that day, there was a sign on the door stating it was closed for cleaning. I’m thankful it’s finally getting cleaned for the other guests but it really put a damper on our trip.||Really good breakfast and good meal service just isn’t enough to make me want to come back to this hotel. I had high hopes and am extremely...

I am writing this review at 12:30am because I just received a call from the front desk about a supposed noise complaint from the people directly below us. I’m here with my 7 year old daughter and we’d been asleep for over an hour at the time of the call. Needless to say, neither of us are asleep now. 🙄 To the gentleman at the front desk who decided to wake us up after midnight: I’d like to recommend that you actually go up to a room and listen outside the door before opting to call someone. That was just ridiculous.

Pros: The breakfast is fantastic. I don’t recommend paying extra for breakfast on the front end though because you’ll just be charged again. The service from the staff at breakfast and dinner has been fantastic. They’re very friendly and seem genuinely interested in making sure their guests are happy. That’s been the highlight of this stay. The rooms are mostly clean at surface level but could use deep cleaning. The beds and pillows are comfortable.

Cons: Let me just say that we came here solely for the indoor pool. This was a “staycation” for my daughter and me and she really wanted to be somewhere with an indoor pool. On our first day, the pool was pretty cloudy but we opted to swim anyway. The next day, it was so cloudy that we couldn’t see our feet after stepping in. I was concerned that it might not be safe and asked the front desk about the cleaning schedule. I was told it was cleaned nightly and was safe to swim in. I wasn’t comfortable with that so we decided not to swim. As we were gathering our things to leave, a man in a suit (who I assume was the manager but he didn’t introduce himself) came into the pool area with a couple of other men and rudely told me the pool was fine to swim in. He said they “could clean it” but they’d have to close it and the kids in the pool were having fun. I reiterated that I only wanted to know if it was safe and he assured me it was. He also told me that they’d be cleaning it that night. The next morning, it was still just as cloudy. Later that day, there was a sign on the door stating it was closed for cleaning. I’m thankful it’s finally getting cleaned for the other guests but it really put a damper on our trip.

Really good breakfast and good meal service just isn’t enough to make me want to come back to this hotel. I had high hopes and am extremely...