Hilton Garden Inn Bowling Green — Hotel in Bowling Green

Hands down, the poorest customer service experience I have ever had at a hotel. My first complaint at 7am after the first night of a 4 night stay, asking for a different room due to noise above me between 1-5am the night prior was never noted or documented. I was told the hotel was oversold but that a message would be left with the 2nd shift to address my concerns and to put me into a new room. When I returned to the hotel at nearly 7pm, the front desk associate told me she was aware of my issue but had been made aware by a call into the hotel on my behalf - not by the first shift who committed to communicating my issue. It was explained to me again that the hotel was oversold but the hotel would do everything they could to stop the noise if it happened again. I was offered a list of other Hilton properties to call on my own that likely had availability. At that point I did decide to check out and made another reservation at a nearby hotel. When I stopped at the front desk to let the associate know that I was leaving, she told me that I was now considered a late check-out and would be charged for an additional night. When I expressed frustration that my issues were not resolved on the first night yet the hotel felt it "OK" to charge me for a 2nd night because my only choice to avoid the issues was to check out and leave, the associate explained to me that she was only hourly and had to follow protocol and that was her only option. She documented my name, again, and said that the manager would be in touch with me this morning to discuss a possible refund. It's now been 3 days and there has been no follow up from the hotel and I still have 2 nights of charges.

I have traveled frequently for business over the past 20 years. I can honestly say that I have never experienced anything like this - that the staff at the hotel was truly not empowered to fix a wrong for a guest and attempt to make it right.

I understand that hotels are oversold but I also know there are always "extra" rooms. Even if the hotel WAS oversold, the hotel had 12 hours to try to resolve my situation and move my room in that time. Further - if this Hilton could not make the room change, then that hotel should have made the effort to contact other nearby hilton hotels vs giving me a list of options to call on my own.

I have been a loyal Marriott elite tier for the past 15 years. There's a reason I stay with Marriott properties. This stay is the reason that I will avoid staying with all hilton properties...

Where do I begin? I chose to stay at this location due to it being chosen as the Kentucky All Stars softball host location and I have always felt “safe” and secure in a Hilton establishment. The rooms were large, beds were comfy, and I was over all pleased with my room. I could tell there had been a recent water leak problem as the floor was warped and the bathroom door would not shut all the way, but other than that the room was ok. The problem began when I was preparing for check out yesterday morning. I woke up and got in the shower. When I got out, I heard noises outside of my door and checked the peep hole to see a man in the floor. It appeared he was working on the floor, wall, etc. I didn’t think anything about it and went on with what I needed to do. This was about 9:30ish am?? While I’m drying off, I look and see one of those makeshift door opening devices being slid up under my door. I immediately freak out and run over to mangle the device up so it cannot reach my door handle and get my door open. I also screaming at the man. He never once identifies himself. He says, “You’re in there?” “Can you open the door so I can get this thing out?” I absolutely was not opening the door and o was prepared to defend myself at all cost if need be. I called the front desk and they acted as if it was no big deal and told me it was just their maintenance man. I told them no one is getting on my door and it won’t be opened until I am ready to leave as check out isn’t until noon. My husband then calls the manager and he also acts as if it’s my fault. He tells my husband he tried to call me. Well I was in the shower??? I just feel like this whole situation is shady. At check in I was also told “you’ll be safe here” when I was going to be the only one staying in the room. Also, the reason we were told he was trying to get in this way was because my battery in my door lock was dead. It absolutely wasn’t! My key opened the door fine! I checked it before I left.

I wouldn’t recommend this Hotel to anyone, especially if you are traveling alone. I have included the pictures of the device that was slid under my door. This was after...

Overall, my stay was meh. Nothing terribly wrong but several things that could have been better.

• Under construction but did not interfere with my stay. No noise at night. Can tell where they have/have not renovated. Unfortunately some of the renovation feels rushed such as paint on door knobs or cracked/misaligned floor tiles. • Location is difficult to locate in the dark, not very well lit. • Front desk was friendly at check-out. However, the lady working check-in told me “you don’t even look old enough to be here” when I approached. • Elevators were difficult to locate and did not have the best signage. • Hotel has an odd musty smell • The room was large and clean. There was an overselling smell of perfume or fragrance upon entering the room and it lingered for my entire stay. Additionally, the toilet was not flushed when I arrived in the room. The bed was comfortable. The a/c unit was very loud and did not shut off at all. • Paid for breakfast with the room and received a voucher upon check-in. No directions were provided. Went to breakfast and the lady taking orders was confused by the voucher as well. Additionally, it is not clearly marked that breakfast is a paid addition and I watched a few people get confused when handed a bill. As far as the food goes, I had French toast and it was good. • House keeping was knocking on my door around 10:15-ish wondering when I was going to check out. For check-out being 12, I felt very rushed to get out of the room. • The hot tub was ice cold. Staff was noticed and they said it would be hot within 30 minutes. I went back an hour later and it was still ice cold. A huge bummer since this is why I booked the hotel. • People smoking on patio outside pool with the door open. Not great for someone with allergies. I understand there is a “smokers oasis” but this did not seem to be the area and even if it was the doors could be kept shut out...