Hilton Garden Inn Biloxi — Hotel in Biloxi

In the interest of full disclosure, I came into the stay at this property prepared to rate this property as low as possible from the start. The reason for that is due to extenuating circumstances surrounding our reservation, which I explained to both the staff in Biloxi and the Hilton reps. My son is temporarily stationed at Keesler AFB, but will be shipped out for an overseas assignment for over two years, later this summer. If ever this were a time to spend Hilton points on a stay, this would be it.

We booked the reservation (partial points/partial pay) and then a few weeks later, Hurricane Elsa formed & rolled up the Florida coast. There were tornado warnings for our home and not only was it unsafe to drive on the roads, we were concerned there might be storm damage to our home. When I attempted to move the reservation by a day, I was told the property was sold-out and that wasn't possible. Not a huge deal. Can I cancel my first night's stay? Again, I was told the property was sold-out and this wasn't possible. I could have my entire reservation canceled & get my points back or I would lose the entire reservation, if someone didn't check into my room the first night. Luckily, I had in-laws who lived about a half hour away and they were able to check in for me.

It makes no sense that Hilton wouldn't want to take back a night on a discounted rate and sell it to someone else at full price, but whatever. We lost our first night. When I arrived, the parking lot had a few vehicles with trailers, that took up multiple spaces. The entire lot was full. That became a re-occurring theme, as this property does not have adequate parking for all vehicles. I even saw a front desk worker go to her car in the handicap space right next to the door (no placard or handicap license plate).

Our room had two sets of towels, but it was my wife and two young children traveling with us, so we needed more. This also became a re-occurring theme. On three different occasions on three different days I asked for extra towels and was told they had none to offer. This property is clearly either under-staffed or under-stocked with towels or both. Selling out all the rooms is clearly a priority. Providing basic amenities is clearly not.

The first two mornings when we went to take showers between 8 and 9 AM, we could not get them to warm up. When I notified the front desk of this issue, they explained with a straight face there was a “special technique* required to get the hot water to turn on- turn the shower handle to cold, then turn it on and warm it up. The "special technique" (and no special technique at all) worked just fine when we took a shower during off hours, but would not work when trying to get water when everyone else in the hotel was doing the same thing in the morning. This property does not have adequate hot water capacity.

The staff was friendly and the rooms appeared clean, except for the bathroom floor. In their infinite wisdom, someone planning out this hotel opted to use white grout for the tile floor in the bathroom. The edges where no one walks stays clean, while the traffic areas areas get filthy. A quick wipe across the bathroom floor with a wet washcloth confirmed the filth wasn't just limited to the grout. Even truck stop gas stations are smart enough not to use white grout in bathroom tiles

After striking out three times to get additional towels, I asked for our room to be cleaned. After confirming we had stay enough consecutive nights to earn a cleaning, I was told it would. At the end of the day, I caught one of the maids in the hallway and asked her if my room was scheduled to be cleaned and she said it was not. At least she had some towels.

There is a lack of attention to detail that permeates this property and their staff. From little things like irrigation sprinklers aimed directly onto the asphalt (so much for Hilton's corporate commitment to water conservation) to being handed someone else's receipt...

Fantastic location, great views, great security on elevators, nice hotel finishes, only ok service. Your Hilton status means nothing here as it’s a corporate hotel and not a franchise (doesn’t this seem counterintuitive?)

We stayed in (probably) the nicest room of the hotel - the top corner room facing both the ocean and the side view of the ocean & parking area. It was well worth the splurge! This 2 room suite was perfect for my husbands birthday getaway, as he gets up much earlier than I do and he had a great place to chill out while I slept in. The half bath in the living room was icing on the cake. We are platinum hilton members and we haven’t had that in a 2 room suite at this level - it was really helpful. The views were incredibly relaxing. The kitchenette had a microwave, which is apparently becoming obselete in many hotels these days, and we appreciate microwaves for reheating leftovers. Plenty of space in the bedroom, spacious living room and large bathroom.

The hotel is newer and the finishes are nice. The shower was large and had a great shower head and good lighting. There was a nice jetted tub as well. The bed was semi comfortable - the mattress was only ok and the sheets were rough and not soft at all. The towels were SUPER SMALL, thin and like sand paper. I would expect those towels in a Motel 8 but not a Hilton. That was one of the biggest disappointments, honestly. The living room tv only had maybe 5 of the channels working and the remote didn’t work. They couldn’t find an extra remote either. The bedroom tv and remote worked perfectly though. And the blackout shades worked so well to keep the room almost completely dark in the morning. You can hear the train going through town at all hours but the sound machine we brought took care of that.

The parking is free and there is plenty of it during the off season, but not sure during busy season. Only 4-5 spaces reserved for platinum members, which wasn’t enough. There is NOT good signage for checking in and we weren’t sure where to enter or go at first. That should be improved for a better guest experience, IMO. The front desk ladies were not super hospitable- one late night lady on duty has zero hospitality in her. The restaurant closed early for dinner one night on a whim because no one was there, so we couldn’t eat dinner there since they closed early. Their hours seemed flexible and not set based on customer needs but their own. All of the housekeeping staff I met were very nice, smiley and helpful. I appreciated that the housekeeping staff wasn’t loud while cleaning rooms and they didn’t allow doors to slam as they were in and out. That is one of my biggest pet peeves.

The location of the hotel is truly in the middle of all the casinos- perfect, we thought. And you can walk to the Hard Rock or Beau. We liked the Hard Rock but not so much the Beau. We also enjoyed playing at the Palace. We thoroughly enjoyed walking to the Waffle House next door. The breakfast staff was hands down the best staff and the cook was the best of ALL the WHs we’ve experienced (seriously)- and we’re from the land of Waffle House (Atlanta). We had THE BEST seafood at a home cooked place a few minutes away - Parrain’s Jambalaya Kitchen. The flavors were indescribably good and the staff was like family. We ate there 3 times because we literally wanted to try everything on their menu. And we had a very delicious steak dinner at Thirty Two at IP. Overall great experience and we will be back many times more! Hopefully they’ll have a better mattress and...

My stay at the Hilton Garden Inn in Biloxi, MS was very disappointing. Having taken in COVID-19 pandemic considerations and how it has affected all normal hotel day-to-day operations, I still believe the service provided on behalf of the staff was below sub-par. I checked in at my schedule check-in appointment time and walked into an absolutely filthy room despite my hotel room door having having the Hilton CleanStay Room Seal with Lysol* protection over the door. Upon my arrival, my room WAS NOT clean and ready for my stay. It looked and smelled as if the previous occupant had just walked out of the room. (my reservation was made two weeks in advance). After bringing this to the attention of the front desk reception I was moved to an alternate room and was not provided with an immediate apology, rather, just rerouted to a different room. The next issue I encountered was that past 3PM there was rarely ever a front desk attendant or any employee in sight. There was always an away from desk message "will be back shortly" left on the front desk counter. There was an evening that I was left with no toilet paper because I had waited in the lobby for over 30 minutes (this was around 7PM that I went down to the front desk) and no employee in sight. The worst experience overall during this stay was when my (locked) door was opened by an employee key by one of the housekeeping employees + a an unknown (non-employee) individual. No knock. No "is anyone here?". No "housekeeping", despite my "do not disturb/come back later/" door hang that was placed on my outside door handle. As I was filled with a sudden rush of fear and unsafety, I jumped up and out from the restroom to my hotel door that was stopped by the door top lock (thankfully) and two males (the housekeeping employee and unknown individual) looked at me and saw how upset I was and muttered an apology and walked away. The unknown individual looked at the employee and said "No. She's shorter. This isn't her." Right after this occurred, I locked my door, and as I was filled with extreme feelings of unsafety and fear, I ran to my phone and asked to speak with the manager. The front desk attendant asked what it was for, I explained the situation, and was told that the manager would be unavailable to speak to me for another 30 minutes-1 hour. When the manager called me back 30-45 minutes later, he made up an excuse for why the situation might have occurred. I felt that this was a very concerning situation which was not taken seriously whatsoever. I had planned to stay at the hotel for an extended stay because I was on official military orders. But, with the terrible service and feeling of no longer being safe, I spent the remainder of my day calling around to different hotels so that I could check out as soon as possible. I was able to make a reservation for the next day and left as soon as I could. The lobby WiFi did not work once during my entire stay, the common area printer and scanner did not work at all during my entire stay. I attempted 5 times to utilize the business center amenities and was unable to. I brought it up to the front desk and no solution was provided. This hotel is managed very poorly, the customer service is terrible, and customers' safety not ensured. I will be sure to review this hotel anywhere possible to ensure individuals' safety is not...