Hilton Garden Inn Amarillo — Hotel in Amarillo

Absurd Policies and Rude Staff at Hilton Garden Inn Amarillo||||As a Lifetime Diamond member, I’ve always been impressed by Hilton’s commitment to service. However, my recent experience at the Hilton Garden Inn in Amarillo was both disappointing and absurd. I’m from Florida and was dealing with the aftermath of Hurricane Milton, which made travel difficult. Hilton has a global policy that allows travelers affected by emergencies like hurricanes to have their room and tax waived if they need to fly home. This particular hotel, however, completely disregarded that policy.||||I booked a room at 5:30 AM through the Hilton app because I initially couldn’t leave Amarillo. When I arrived, the room wasn’t ready. Instead, I used the public restroom by the restaurant to change clothes. I never entered the room, never saw the room, and never was part of the room at all. Shortly after, I received a call that a flight back to Florida had become available due to the airport reopening. I went to the front desk to cancel my room, and it seemed like everything was processed. However, when I checked my app later, the reservation hadn’t been canceled. I called to resolve the issue, and this is when things took a bizarre turn.||||The front desk staff, who had been pleasant earlier, suddenly became rude when Hilton Guest Assistants tried to mediate the situation. The representative refused to cooperate and insisted to Hilton, not me, that because I had changed clothes in the public restroom, that counted as 'presence' at the hotel and therefore, I couldn’t cancel the reservation. Honestly, I’ve traveled extensively and never encountered such a ridiculous policy. Since when does using a public restroom equate to staying at a hotel?||||Despite my Lifetime Diamond status and Hilton’s policy for emergencies like Hurricane Milton, the hotel staff stubbornly refused to budge. They weren’t fully booked, so there was no valid reason to refuse the cancellation. It felt personal, and while I don’t want to assume, I can’t help but wonder if there was an element of bias involved. The way the staff switched from accommodating to unreasonably stubborn was beyond belief.||||Fortunately, Hilton Corporate stepped in and did the right thing by refunding me. But I shouldn’t have had to escalate the situation to that level. It’s absurd that the hotel would stand its ground over something as trivial as 'presence' in a public restroom, refusing to follow the global policy that exists to help travelers during emergencies.||||If this hotel operates with such absurd policies and treats guests so poorly, I can’t recommend staying here. There are plenty of other hotels nearby—Staybridge Suites, Embassy Suites, and SpringHill Suites—that would likely provide a much better experience. Hilton Garden Inn Amarillo’s decision to dig in over $118 while they’re set to lose thousands from a colleague of mine who’s canceling 35 room nights due to this situation shows a complete lack of business sense. Their emotional intelligence and customer service leave much to be desired.||||In short: avoid this hotel if you value reasonable policies, good service, and common sense.||||Additionally, take a look at their current reviews—I’m not sure how they can survive as a hotel with such poor customer service. They actually charged me, but luckily Hilton Corporate refunded me, which is the only reason I can share my experience in...

Absurd Policies and Rude Staff at Hilton Garden Inn Amarillo

As a Lifetime Diamond member, I’ve always been impressed by Hilton’s commitment to service. However, my recent experience at the Hilton Garden Inn in Amarillo was both disappointing and absurd. I’m from Florida and was dealing with the aftermath of Hurricane Milton, which made travel difficult. Hilton has a global policy that allows travelers affected by emergencies like hurricanes to have their room and tax waived if they need to fly home. This particular hotel, however, completely disregarded that policy.

I booked a room at 5:30 AM through the Hilton app because I initially couldn’t leave Amarillo. When I arrived, the room wasn’t ready, so I used the public restroom to change clothes. Shortly after, I received a call that a flight back to Florida had become available due to the airport reopening. I went to the front desk to cancel my room, and it seemed like everything was processed. However, when I checked my app later, the reservation hadn’t been canceled. I called to resolve the issue, and this is when things took a bizarre turn.

The front desk staff, who had been pleasant earlier, suddenly became rude when Hilton Guest Assistants tried to mediate the situation. The representative refused to cooperate and insisted to Hilton, not me, that because I had changed clothes in the restroom, that counted as 'presence' at the hotel and therefore, I couldn’t cancel the reservation. Honestly, I’ve traveled extensively and never encountered such a ridiculous policy. Since when does using a restroom equate to staying at a hotel?

Despite my Lifetime Diamond status and Hilton’s policy for emergencies like Hurricane Milton, the hotel staff stubbornly refused to budge. They weren’t fully booked, so there was no valid reason to refuse the cancellation. It felt personal, and while I don’t want to assume, I can’t help but wonder if there was an element of bias involved. The way the staff switched from accommodating to unreasonably stubborn was beyond belief.

Fortunately, Hilton Corporate stepped in and did the right thing by refunding me. But I shouldn’t have had to escalate the situation to that level. It’s absurd that the hotel would stand its ground over something as trivial as 'presence' in a restroom, refusing to follow the global policy that exists to help travelers during emergencies.

If this hotel operates with such absurd policies and treats guests so poorly, I can’t recommend staying here. There are plenty of other hotels nearby—Staybridge Suites, Embassy Suites, and SpringHill Suites—that would likely provide a much better experience. Hilton Garden Inn Amarillo’s decision to dig in over $118 while they’re set to lose thousands from a colleague of mine who’s canceling 35 room nights due to this situation shows a complete lack of business sense. Their emotional intelligence and customer service leave much to be desired.

In short: avoid this hotel if you value reasonable policies, good service, and...

Hilton Garden Inn Amarillo, Texas - Discriminatory Service and Overcharging

I recently stayed at the Hilton Garden Inn in Amarillo, Texas, and my experience was one of the worst I’ve had at any hotel. The front desk staff, particularly a woman named MB, was not only rude and discriminatory but also engaged in questionable billing practices that left me feeling cheated and humiliated.

Upon checking in, MB informed me of a $50 charge for incidentals, which would supposedly be reimbursed upon checkout. However, when I tapped my credit card, I noticed the charge was $63.85. When I questioned this, MB asked if I had gone to the bar, which was impossible as I had just arrived and didn’t even know my room number yet. To make matters worse, she went to the bartender, pointed at me, and asked if he recognized me. The bartender shook his head, clearly confirming I hadn’t been there. This unnecessary action was humiliating and made me feel as though I was being accused of something I hadn’t done.

Later, I checked my bank account and found that the $63.85 charge had gone through, even though MB claimed to have deleted it. When I returned to request a receipt for clarification, MB refused, citing “confidentiality” because my reservation was through a third party. Yet, she allowed me to take a photo of her screen, which contradicted her refusal to provide a receipt. Throughout the interaction, she repeatedly claimed we were “not listening,” despite our efforts to patiently understand her unclear and inconsistent explanations for over 20 minutes.

The situation became even worse after I checked out. I later discovered that MB had charged my credit card yet again, this time for $89.65—a completely unjustified amount. I should not have been charged anything beyond the initial $50 for incidentals, which was supposed to be refunded. Instead, I was left dealing with unauthorized charges for services or items I never used.

What made this experience even more upsetting was the evident disparity in how MB treated other guests. She was polite and accommodating to Caucasian guests but condescending and dismissive toward me, a Filipino guest. This discriminatory behavior is unacceptable and deeply disappointing. Her rudeness peaked when, as I was leaving, she remarked, “You don’t care,” which was both offensive and uncalled for.

Hilton needs to investigate MB and her handling of transactions immediately. It’s unacceptable for guests to be overcharged and treated unfairly. Her behavior reflects poorly on the Hilton brand, and I wouldn’t recommend anyone stay at this hotel. They will overcharge you for things you didn’t purchase and leave you frustrated and angry. Don’t stay here—Hilton Garden Inn Amarillo will...