Hilton Garden Inn Blacksburg University — Hotel in Blacksburg

I used to travel internationally for my consulting work so have stayed at many hotels in my life. The experience at the Hilton Blacksburg was the WORST one I have every encountered. Since my parents retired to Blacksburg over 20 years ago and I live in DC area, I visit frequently and have stayed in most of the town's hotels. On a friday evening, May 18, 2018 I checked into Hilton Blacksburg on friday evening after 5 hour drive in the rain. It was an unusually cold day for summer due to constant rain. As I was getting ready to go to bed at about 11pm I noticed that the room was unusually cold so I requested that a manager make adjustments to the heating system. At about midnight, the night manager, Enrique, made the wrong adjustments so that even COLDER air was BLOWING and we were unable to turn off the system. He was unable to fix it and the maintenance staff had already left work. I requested that Enrique move me to another room but he said the Hilton was sold out so that was not possible. By now it was about 1am. Instead, Enrique contacted his supervisor, Patrick, who told Enrique to recommend THAT I FIND ANOTHER HOTEL ROOM AT MY EXPENSE! Enrique said he was instructed by Patrick to assure me that I would not be charged for the 2 nights at the Hilton. I WAS ABSOLUTELY SHOCKED DISAPPOINTED THAT ENRIQUE DID NOT OFFER TO FIND ME ANOTHER HOTEL AND PAY THE EXPENSE, GIVEN THAT I HAD BEEN INCONVENIENCED BY HIS INCOMPETENCE WITH THE HEATING SYSTEM! After I became angry at the LACK OF CUSTOMER SERVICE, Enrique finally agreed to find me another hotel and pay the cost. He called the Hyatt and told me that a room was available for friday night. I reminded him that I needed a room for both friday AND saturday night. While I was standing there, Enrique called the Hyatt again and told me that he had booked a room for me for BOTH friday and saturday night. Upon arriving at the Hyatt, the night manager told me that he had EXPLICITLY TOLD ENRIQUE THAT THE HYATT WAS BOOKED ON SATURDAY NIGHT AND SO ONLY ONE ROOM WAS AVAILABLE FOR ME ON FRIDAY NIGHT, WHICH WOULD REQUIRE THAT I FIND ANOTHER HOTEL FOR SATURDAY NIGHT! SO, ENRIQUE LIED TO ME WHEN HE TOLD ME THAT THE HYATT COULD HOST ME FOR BOTH FRIDAY AND SATURDAY NIGHT! By now, it was 1:30am. I called the Marriott Residence Inn which had an available room for me for both friday and saturday night. I asked the Residence Inn night manager to call the Hilton to assure payment for both friday and saturday night. And finally got to my room and in bed by 2am! After I returned home from Blacksburg, I left a detailed message describing this unbelievable incident and my disappointment to the Hilton General Manager, Chris Lyon. He returned my call, apologized and said that ENRIQUE JUST NEEDED SOME "EXTRA COACHING TO HANDLE THE SITUATION BETTER" BUT DID NOT MENTION ANY FOLLOW UP WITH PATRICK WHO HAD ADVISED ENRIQUE TO SEND ME TO ANOTHER HOTEL IN THE MIDDLE OF THE NIGHT AT MY OWN EXPENSE. I WAS ALSO SURPRISED AND DISAPPOINTED THAT HILTON'S CHRIS LYON DID NOT TRY TO COMPENSATE ME FOR THE INCONVENIENCE OF MOVING HOTELS IN THE MIDDLE OF NIGHT IN SOME WAY SUCH AS A FREE STAY. OVERALL, IT WAS THE MOST UNSATISFACTORY HOTEL STAY I HAVE EVER ENCOUNTERED! STAY AWAY FROM THE...

Please read!!! I have never had an experience like this!! Where can i start….I will Start with when my family checked into the hotel. Somehow my reservation from The Hilton 800 number was not input in accurately. Once i got into The hotel, Bryan, the front desk supervisor made sure i had a room that accommodated all that we needed and more. What a delightful man to Interact with. I felt at home and did not stress heading to see my daughter at Virginia Tech for parents weekend. Not only was he helpful, But Rhiannon was so Helpful too at the front desk.

It didn’t stop there, after a long parent day with my daughter at Virginia Tech, we came in later. Tiffany at the front desk was a bright light of sunshine. She is what Hilton represents. I can’t stress enough about her; what an absolute joy it was to interact with Tiffany. Her smile and great energy is very contagious.

I also had the chance to interacted with Cam, who helped with accommodations later that night, even though it was not part of his job. He helped turn on the heater outdoor with a smile and made sure my family and I were taken care of. He checked on us multiple times. I felt like this hotel worked together as a team. I have an HR background and only wish i had a team that great.

What a great staff!! I am a Hilton Honors member and travel so much. This was the first Hilton I would always recommend and return to because of the wonderful staff.

Thank you Bryan, Tiffany, Cam, Luke and Rhiannon.

I appreciate you making a Hotel...

We have been coming to this hotel for the entire home VT game season and we have loved everything. From the breakfast and breakfast staff, housekeeping, bar and bar staff, and the front desk staff. Regardless of how busy it was on those weekends, everything was always consistent and always great. That being said, I really want to shout out one employee in particular, Tiffany. Our group has interacted with her every trip and she is always great but we always catch her at the end of our night which is really such a waste of the hotels resources. She was alone this past game day and the lobby was PACKED, she was running everywhere, taking care of everyone and smiled and joked the whole entire time. If she was stressed, no one could tell. No one was upset about any wait time because her personality and smile were beaming. Honestly, it was like everyone was just thankful to interact with her. Not to mention she is absolutely stunning. The other front desk girls that evening were great but standard, run of the mill great, but you could just feel the shift in energy when her shift started. You all have great customer service but people like Tiffany are in a category all their own and the fact you all have her working an overnight shift is a huge disservice to your business. If she would move, I’d steal her for my business in a heartbeat. Everyone in the lobby raved about her. You guys better do everything you can to keep her so we can see her next season! Thanks for a...