Hilton Garden Inn Bozeman — Hotel in Bozeman

DIY'ers kinda place. My wife and I stayed there in August of 2024 on a last minute reservation on "move-in weekend" which got us a high room rate and "the last room." We were exhausted from driving and were happy to have it. Until...at 5:30 in the morning when I went to flush the toilet, it began to overflow. I immediately turned the water off to prevent further overflow and potential damage to the property. My wife called the front desk and they told her that the hotel maintenance person would be in about 11 AM to address the issue. We then requested that a hotel staff member come to our room in an effort to address the issue. Nope. We were told they "might" have a plunger somewhere and we were offered to come to front desk to get it and address it ourselves. Sure, that's great. I'm on my way. I was told that I could speak with a manager "later [that] day."

My wife called and spoke with the "area manager" (Patrick). He stated, "toilets back up several hundred times a year in this hotel" and that he had the authority to compensate us (discounted rate, more reward points, etc) but did not believe this incident (that he admitted happens a couple hundred times a year at this hotel mind you) does not warrant any form of discounted compensation.

So, here is the breakdown: -The room should have been rated a 5 star because it was what was to be expected from a Hilton property. It was rated a 1 for a known on-going maintenance issue and I had to fix their problem or at least address it. -Service should be a 4 star as our check-in was "average". I rated it a 1 due to a lack of service, morning staff, lack of available maintenance staff on known busy times, and lack of management. If you know you are going to have a busy weekend in a college town, I.e. move-in weekend, homecoming, graduation, etc, there should be extra staff on hand or at a minimum on-call for such issues. -Location is a 5 star. Why? Well, for your DIY'ers Lowes and Home Depot are both walking distance from the front door of the hotel. Oh, food, gas and I90 are a short distance from the hotel too.

I hate to sound so needy in this review, but a fully functional bathroom in a hotel that I paid $537 for is probably not that unreasonable to ask for...or at least not have to fix it myself at 5:30 AM.

Hilton Honors Members and guests deserve more and this could have been handled so much better and differently, instead it was dismissive. But hey, if you like spending your hard earned money and having darkness DIY projects...this is your kind of place.

Photos for entertainment.

As far as Patrick, well he has bigger issues than a bad Google Review.

Edit to response: This is not a personal attack, simply stating facts to our experience with a bit of humor and no worries, we will spend our money elsewhere in Bozeman. Based on several other recent reviews, our experience was not the exception to the rule. I sincerely wish you the best of luck. Since Patrick dismissed my concerns when we approached him in private, maybe he will listen when it's public and view this as an opportunity to learn, fix and grow. Not a...

After working a extremely long day and having maybe 12 hrs to sleep before work the next day i came To this hotel given to us by our company and was given a room that had a AC that was banging when turned on in the venting system. Have a video unable to post After letting the front desk know they claimed they were not allowed to change my room and was extremely dismissive when trying to get a new room. While understanding there are certain rooms were are allowed and not allowed to have i was Disappointed in how i was treated by the female at the front desk that night. Had to contact my company and have them contact her in order to have them purchase a new room and come to find out the room they purchased was the exact same room i had Just on the other side of the building. The woman was very unkind and when asking for a supervisors name she refused to give me until asking for the third time. Having other members that i work With at the desk with me they also felt she was very rude and dismissive as well. Finally spoke with a manager in the morning and instead of him listening to what i had To say he made it clear he had a list of the issues that happened and basically made it clear in his mind he knew what happened based on his employee. She also lied claiming a i insisted On her giving me rewards points which was untrue and told him he can check his cameras for the interactions between us the night before. I’m very disappointed in how this was handled and normally have loved this layover. Just extremely upset on how they treated group of employees that night when checking in Everything else was amazing but treatment by both one employee and they manager was very disappointing. Oh and the reason asking for the room change is bc maint was not on site to even fix the problem. The loud banging would not have allowed me to sleep at all which was also acknowledged by the female at the front desk before making it seem k was not standing there and she “could do...

I have mixed feelings about this hotel because there were both good and Bad aspects of my stay. The hotel is very clean and has recently undergone renovation which makes it very nice. The restaurant at the hotel is truly amazing. Breakfast is great as well as dinner and the service is amazing. The modern recently redone rooms are also a nice added touch and the fact that the hotel is very clean. What is Missing is lack of good And knowledgeable employees, As well as management - Just basic customer service. I had several concerns during my stay- major one being that the room was not ready on time which was blamed by management on COVID-19 and employees not wanting to work. Comments like this as well as Hearing management talk about you as if you were a problem guest were very disappointing. The first room I was put in was missing many things such as an alarm clock, soap, and a trash can. The tv did not turn on and had a remote with o batteries. The new furniture still had plastic wrapping on it, and the rooms are extremely dark with hardly no lighting. Management says this is a Hilton policy to blame. The second room I was put in after complaining was a little bit better with all of the amenities but the lighting was still horrible. Do not expect to read anything at night in this room. Digital keys tend to not work in public areas, the walls are thin and you hear lots of noise, and they often close the hot tub at odd hours during the day. So when you consider everything, it is strictly just an average hotel that charges an extremely above average rate that is no different than a lower-priced Hilton Garden Inn. Do not go to this hotel with high expectations. Expect to pay top dollar for the area which is common in summer But do not expect anything above a 2 1/2 star property. Hope this review helps the hotel improve because the potential to be a nicer property is...