Hilton Garden Inn Leon — Hotel in Guanajuato

Stayed here during the balloon festival. It was very, very busy. Not super close to it but our friends chose this hotel. Checkin was easy, they only gave us 1 key for 3 adults and a child. I asked for a second but to be honest, unless you want to accompany your teen everywhere, they need a key. Super secure system, need a room key to use elevator and can only access your floor so if you have friends staying in different rooms, definitely try to get on the same floor or it's a pain. For pool, you need a key to get in AND out. Don't forget to go all the way to the front desk in the lobby to get a towel first. They may keep them in the pool area during the summer months. Rooms were good, what you would expect from a Hilton. Hower, we only had 2 towels for 3 people so I had to visit the front desk again. All the staff we encountered were friendly though. We only ate breakfast at the restaurant the first morning. That was a fiasco. I would highly avoid (at least on a busy morning) eating here unless you are only ordering the buffet and regular coffee (which wasn't great but it was coffee). We waited forever for espressos and our non-buffet meals, had to order some of these items two, even 3 times and when our chilaquiles and French toast came out, they were cold. Ughh. The egg on the chilaquiles was the only thing hot. Flavor was delicious too but eating it cold was not great. Definitely avoid breakfast there. It's possible all the issues were a result of the busy weekend. Another thing to note, from the 8th floor I was surprised at the sound of traffic I could hear through the window but it didn't keep us up (although we sleep with white noise). Also, the pool is outside on the second floor so you can hear the traffic going by if that...

Beautiful hotel but unfortunately I cannot say the same for the service. We arrived and I had a bunch of luggage, they assigned us a room and I head over with all my stuff, when I arrived the key didn't work I came back down I got a new one, went up again with all my stuff and the key didn't work. Came down a third time and I had to ask them to give me a number I could call so I wouldn't have to bring everything up and down again and they might be able to send someone, Naturally the key didn't work. Took them 15 minutes to bring someone from security because maintenance was not available, after filling with the foor for 5 minutes he finally opened it and said that the key would not work but I should call him the next time I wanted to go into my room. I called reception and they said they couldn't change my room. Needless to say I didnt feel welcome or cared for by the staff. The hotel was physically ok, stiff beds and pillows....

It would be worth it for Hilton to check the people that collaborates with you in this property… they are very rude and when you create a ticket to provide feedback the property ended up blaming at you ( guess this is an easy way to create a “my word against your word” situation and rest credibility to the ticket )… my situation was related with a front desk manager for a silly breakfast issue …I’ve been a Hilton customer for quite a long time and this is the first time I got a shady attitude from one of your team members. I know this attitude do not reflect the spirit or values of the company but this opens the door to questioning if the people there should have more customer service training and if this happen with a customers I would also ask *how this manager is leading...