Hilton Garden Inn Bristol — Hotel in Bristol

Well my issue is with Management. I am a Hilton Honors Diamond Member, and was driving thru late Sunday evening on Labor Day Weekend, headed home to Tampa, Florida. It was almost midnight when we pulled into the hotel and it was raining extremely hard at that time and part of the interstate was closed due to flooding. Also, I was towing a 19ft vintage wooden boat, and I parked under the covered area in front of the hotel, and away from the front door, so that there was plenty of room for a large vehicle to enter, and have room to enter and exit a vehicle and stay dry getting their luggage. The hotel parking lot was full, and had no available parking spaces, especially for a vehicle with a trailer. My intentions were to let the rain pass and move my vehicle and boat shortly, but unfortunately I fell asleep. At no time did anyone from the hotel call me on my cell, call the room, nor come to the room and ask me to move my vehicle either that night or the next morning. Since I used Hilton Honors Points to pay for the room, I did not ask for an itemized bill and just turned in my key cards at the front desk, and I normally receive an emailed bill after checkout. When I received my bill via email, the hotel proceeded to charge me $75 for “self-parking”. I immediately contacted the hotel on Tuesday, and I was told by the representative that the General Manager would be in this afternoon, and they would call me back later that day. I then called Hilton Honors Customer Service to discuss my issue, and they contacted the hotel, and told me the same, that the GM would call me later that day. Well, it has been 5 days, and no one has called or left me a message. I completely understand that I did not park in the proper parking spaces for the hotel, and I had full intentions of moving when I checked in late that Sunday night. I was not blocking anyone parked near the covered entryway, I did not prevent anyone from entering or exiting the hotel in any manner, and when I was leaving at around 8am that next morning,, a man pulled in under the covered area in front of the hotel next to me and told me how nice my boat was and thanked me for leaving enough room for a second vehicle to pull In under the covered area to be able to pickup his wife. I apologize for parking under the covered entryway, but to be charged such an outrageous “self-parking” fee, and with management’s complete disregard for customer service and not have the decency to at least return my phone call, I felt deserved my review. The hotel was very nice and convenient, but management has much to learn on customer service how to address an issue in the proper manner. I will continue to be a loyal Hilton Honors Diamond Member, but next time I will drive the extra 7 miles and stay at one of the other ...

If this hotel is an example of what the Hilton brand is becoming, count me out. I stayed in a garden inn in Pennsylvania not long ago which FAR FAR FAR exceeded expectations in every category while this one felt more along the standards of a decent budget motel.

Once you enter the lobby you're slapped in the face with an overwhelming, almost Cologne scent that they pump into the lobby. Not that big of a deal to me but worth noting for people with sensitivities.

Once we checked in we found the previous person's food left in the fridge along with cat hair on the cabinet next to it. Which leads me to question how good the room was cleaned at that point. I brought it to the, who I assume was the night managers attention who did apologize but almost in more of an unconcerned way. Maybe I read it wrong, fine.

What is not fine however is when we add that to everything else found in the room. Again, I'm questioning cleanliness at this point so of course I'm looking.

The bathroom has mold growing on the ceiling and the top portion of the shower. Hey I get it, small confined space with high humidity, but how long would it take to wipe it away, especially on the shower portion. This would also mean the top of the shower area did not get cleaned in likely multiple turnovers. The exhaust fan also had a lot of build up and probably hadn't been cleaned in 2-4 weeks +/-. The vanity lights both have rust on them. Again, I get it, humidity, but is this a budget inn or a Hilton property?

Back to the main room, one of the beds had what I can only assume was a poop stain on the sheets. There was a small hole punched into the bathroom door. The bulb for the main light on the wall was burnt out. The room appeared to be vacuumed but under the bed was not as there was a pacifier underneath from a previous guest.

Lastly the refrigerator so gracefully decided to die and we lost our leftover foods that were stored and we had planned to eat along with a couple of pumpings of my wife's breast milk. Now I'm no genius but hear me out, it might be wise to have a couple of spare refrigerators stored in maintenance for such instances. The front desk sent a lady up to look at the refrigerator (can't remember her name) and she was extremely nice and apologetic and ended up bringing us a cart with 2 food service trays full of ice.

In the end this was all around a huge disappointment for a Hilton property especially when management makes you feel like they do not genuinely care that you're being inconvenienced. I guess as long as you don't complain about their shortcomings you...

The hotel lobby is welcoming and clean. The rooms were great! Clean. Bed comfy, pillows amazing. The hardware is showing wear and tear. But it's all kept clean. Not really a big deal. A nuisance is bathroom door does not stay open. Understand why because it opens towards the front door. It's also a very light door like it belongs on a closet. Not a deal breaker though. Bring safety pins if you want the blackout curtains to stay closed and not have that gap in center to block the sun.

Now for the BREAKFAST! Yes the comments are legit. It's not really included. The woman working it clearly has to explain it to everyone how it works. While there is a board up that kind of explains it all. It's really not straight forward. With all the bad comments about it especially demanding it should be free like other hotels. IDK $11.95 is the most expensive. A breakfast sandwich i think ran 8.00 or something. That sandwich was AMAZING BTW! When you put into perspective of say a McDonald's breakfast, or Wawa/Sheetz/RoyalFarms/Starbucks and what you'd pay there you're getting better food in hotel. The breakfast this place offers is actually real/legit food for the most part. Not reconstituted - microwaved garbage. The cut fruit is fresh not a can. They had croissants! I did not see juice though 😒 Eggs are made to order like an Embassy Suites. I just don't believe people actually know what garbage is served at the "Free Continental" breakfast hotels, read your labels. The $11.95 for a buffet or 1 meal off menu is still a decent deal. Considering the cost of everything FAST these days.

A side note there is an issue even when you pay extra for the room to have the breakfast. I'd say just make sure you are on the list for the waitress in the morning. 😃

2 elevators, indoor pool, saw an ATM in lobby (weird 🤔), a room with 2 desks and printers, market shop had a plethora of items, a decent meeting room in lobby.

Staff was all super friendly and...