Hilton Garden Inn Bartlesville — Hotel in Bartlesville

I give this hotel 0 stars. My family came into town for my aunt's memorial and our experience at the Hilton Garden Inn, in Bartlesville, OK on Frank Phillips Blvd. was awfully uncomfortable and I sensed a tad bit of racism. In "courtesy" of a friend of a relative's, our rooms were supposed to be discounted. However, our rooms were not accommodated with televisions, as they should have been. Because of this, management and even corporate said our rooms were to be free. At check in, we attempted to give the front desk agent our credit cards and they did not accept them because they said we will not be charged until we were accommodated with televisions, which never came during the week of our stay. We were patient and polite during the time of our stay.

We were promised free breakfast vouchers, and when my family and I went to eat breakfast, we were still charged.

My cousin, Gaye, who was supposed to check out on Sunday, was locked out of her room Thursday, and was the denied the right to go and get her belongings out of her room. Management told the housekeeper that if she let her in the room, she would be fired. As a result, my family members had to book another room. Because staff did not accept our attempt to pay at check in, there were no records of us checking in, no reservation number, and because of that AND no television, even Corporate said the rooms were to be free. With that being said, we all leave (check out), and hours later, management calls us threatening to call the police because we "refused to pay". That was a lie; we were told we did not have to pay.

My 84 y/o grandmother, a resident of Bartlesville for 25 years now, wrote a $700+ check, whereas the bill should have been separate for each room, AND they over charged her and refused to reimburse her. Nicole Nash, probably the most dishonest and disgraceful women I have ever encountered, was the cause of this entire predicament, for she communicated to my grandmother (for over a month) that the rooms would be discounted with televisions, and is now accusing my grandmother of LYING. Nash also lied and said, that she told us that we would not have been able to receive the discount unless the rooms were not accommodated with a television. Which makes no sense at all.

In my mothers efforts, who was not even a guest at this sorry hotel, to clear up any misunderstanding, was rudely confronted by Nicole, and later ganged up on by the front desk staff, and she walked away. They lied on my mother and said she was rude and threatening, and when corporate was involved, the front desk staff refused to pull up the footage, as everything was on camera. Nicole is so ashamed and anxious that she banned my mom from coming back to this hotel, for absolutely no good reason. In all reality, we have no reason to come back to this hotel, and I would not recommend for anyone else to either.

They made what was already a difficult...

Your Policies and/or procedures are lacking. Let me start off by saying most of the staff were very professional and could only address the items that they could control. Most of my issues are with the Upper level management that need to be addressed. Here is my following list of issues. Unable to get a cup of coffee after 5 p.m.? Really?! Staff was willing to SELL me a Keurig K- cup for $1.00 and use in my room. That leads me to Item 2. When was the last time any of those Keurig Machines were cleaned? They were FILTHY and the swill that came out of them were undeniable terrible. Has any of the Upper level Management used them? I suggest they do. I truly understand the cleaning process of the rooms being every 4 days, HOWEVER, almost every other establishment, will at least, empty the trash, restock the cups, and the coffee/tea (see Note 2) on a daily basis. On our 3rd day of the stay, I specifically requested new towels and other accessories to be replaced. Guess what, No accessories were replaced, except Styrofoam cups and a couple of washcloths. Towels were not replaced, due to "Washing Machine" issues???? The "Breakfast Buffet" was a joke and a great disappointment for a Hilton property. Since when do you "Run" out of Milk and NOT send a member of management to a local store to acquire Milk for customers use. That was totally inexcusable. You have children, seniors and other customers that would like to have cereal. What do they use? Orange Juice, Whip Cream or water? When was the last time the pool and spa were cleaned? Even wearing pool shoes, the entire surface of the steps into the pool and the pool base, was very slippery. Finally, some notes about some of the staff. Hearing the housekeeping staff argue up and down the hall (15-20 feet apart), about who is cleaning what toilet and how well it was done, is not a plus in my mind. Too much information! Morning staff at the Breakfast bar, should be counseled on what is appropriate to be discussed in such an open forum. We (All Customers), did not need to hear about other staff not doing their jobs. One such instance was staff not cleaning coffee cups and having them available for use. That's right, the only cups for use...

Well, this was an experience. We are from Mississippi and we took a trip to Oklahoma to visit family right after thanksgiving. Well on the 13th of Nov, I booked my hotel room at the Hilton. And I was made to pre-pay $300 for the room which was fine. I call the hotel right after I book and verify I did everything correctly, and the woman whom I spoke with said just make sure you have an extra $100 on your card for the deposit. No problem. Well, I get to the Hilton inn in Bartlesville on the 23 and a woman with kinda long kinda curly light to medium brown hair was working. I tell her how I pre paid and she says she don’t see anything on my account. And ansks if I used an diff card when I booked, and I definitely did not. She just goes on And takes my card and my id. Without telling me anything as I was expressing my concerns because I did prepay and she was saying she didn’t see it anywhere on my account, she charges my card for $300 more dollars without telling me she was gonna charge my card or what she was gonna charge my card for. And just absolutely quits acknowledging my concerns and says with the room rate you chose, you have free breakfast have a good stay you’re good to go. Well at that point I didn’t know she had charged my card again until I got to the room and checked. I immediately called customer service first, they transferred me back to the front desk where a black gentleman was working at that point and told him about the situation, well I had to walk down and show my bank app where I was in fact double charged. And I told him I kept expressing my concerns to her but she wasn’t hearing it. So I had to email screenshots and he said he would fix it and apologized for her actions. I’m assuming he did fix it because Monday morning it fell off my bank account. I’m so thankful for him! But when I checked out, breakfast was in fact NOT FREE. I was charged for it. And the dinner I paid cash for, was charged as well. But I spoke to the gentleman at the front desk during checkout and he fixed it. It was definitely an experience but it worked out in the end. The rooms were nice, the pool and spa were really nice. It wasn’t a bad stay other than the anxiety at first...