Hilton Garden Inn Indianapolis/Carmel — Hotel in Carmel

We've stayed at this location several times when visiting family in the area. This past trip was by far the worst experience we've had at any hotel. We initially selected a King suite with whirlpool, but when checking in on the app saw that the only locations for these rooms is right next to the elevators. Knowing there would be kids there during the weekend we chose to downgrade when we arrived at the hotel to a sofa bed room that was further down the hall. While I was waiting for the front desk (which was being run at the moment by the assistant manager whom will likely also be the one responding to this review) I asked what the difference in the rate would be between the two rooms. She told me at that time they would be charging my card for $1,026.xx which I was fine with. No other mention of other charges was discussed.

Our stay for the most part was fine during the week while the hotel was lightly booked however Indianapolis currently has sports tournaments for kids every weekend and every hotel in the area is price gouging their rates and selling out. This is where our trip took a horrible turn.

Quiet hours begin at 10pm. At 10pm there were kids talking loudly in the halls and running up and down the stairwells and the halls. I proceeded over the course of the next THREE, (3) HOURS to go down to the front desk FOUR (4) times and report the noise disturbances and was assured each time they were taking care of it. I had a sick 10 month old in my room trying to sleep as well as my wife and I attempting to keep him asleep and get some sleep ourselves before our checkout the next day and drive back to our home. At 1am there were still ADULTS sitting in the restaurant area of the hotel lobby drinking beers not paying attention to their kids who were STILL running up and down the halls and being loud and obnoxious at ONE AM!...and the hotel still hadn't said a word to them until I came downstairs for the 5th time after running into one of the kids attempting to make a dash out of the stairwell onto our floor to get away from whoever he was pranking. At this point the front desk FINALLY asked the adults sitting in the lobby if the kids were theirs to which they responded they were and the adults apologized to me and said they'd take care of them.

About 10 minutes after returning to my room I heard a kid outside my door yet again, upon looking out the door and down the hall I also saw the child's parent who proceeded to accuse me of assaulting his kid and threatening me before making his way down the hall toward me. I closed and locked my door and reported this situation to the front desk via telephone to which the front desk responded they would send someone to deal with it...and did not do so for more than 20 minutes and only responded AFTER the guy left the area in front of my room where he was standing around the hallway waiting for me to come out. The police were eventually called and statements taken from both sides before it was determined nothing was done wrong on either side. However it was now nearly 3AM before all of this was finally settled and the kids finally stopped acting obnoxious.

The hotel knows these tournaments happen every weekend but has not brought on additional help, nor security or otherwise enforced stricter rules during the weekends when all of these kids are at the hotel.

I attempted to call today to discuss the charges and was told by the assistant manager "I've been doing this for 10 years, I know how to do my job." in a very snooty tone of voice.

Edit: The Assistant manager has responded, but when my wife tried to call an hour ago to talk with someone herself, we were told the assistant manager had left for the day, yet here she replies to my review already. Yes, I made a comment about not having a gun and wishing I did, to convey how threatened I felt and was met with "That isn't funny". The manager here thought I was joking when I'm being THREATENED

We have reached out to the managing office for this property, however. So, I no longer wish to communicate with the...

Overall, the room was fine. However, when you leave make sure you grab ALL of your belongings and don’t leave anything behind. I left a pair of Bose Bluetooth headphones in a white case that is much bigger than an AirPods case and hard to miss. I know exactly where it was when I left it on the bed right under the pillow on the left side if you’re facing the bed. Can’t miss it when you’re changing the sheets. However, when I called the staff they told me the executive housekeeper did an inspection of the room and didn’t find anything. They said they would check the bedding before they did laundry as it was most likely caught in the sheets. However, they still claim they didn’t find anything even after going through the bedding. I even stayed in town an extra night hoping to come by and grab it as I was told items in lost and found must be grabbed by the executive housekeeper only and then given to the guest. To my surprise, nothing was found. I asked if I could come back and inspect the room again but they told me the room already had guests in it. (This was just a few hours after we checked out) I found this odd that the room already had other guests in it literally right after we left. I understand hotels are busy but it seems strange to book the room that quick and not find a headphones case that you can’t miss. I understand it was my responsibility to grab my headphones, HOWEVER, I am shocked that no one found anything. I don’t by that. I’m not accusing the housekeeping staff of stealing my headphones after they came across them, but I’m just saying be weary of your stuff and make sure YOU do a thorough inspection of the room before you leave. Don’t rely on housekeeping to do it, otherwise you may not get your stuff back. Shoutout to Bose for giving me a discount on a new pair of $300 headphones. Won’t be staying here again and will opt for an Airbnb next time. A complaint / report has also been filed...

The first four nights were great. The hotel staff was very friendly and accommodating. Then Sunday afternoon, our last day staying here, we asked for turn down service because we were busy saying goodbye to our friends and family and didn't get a chance to have housekeeping tend to our room. I not only had to wait at the front desk for a few minutes while the assistant general manager, Jessica, was busy talking about non important things with a guest, but I was also never asked if I needed anything or had eye contact made. I had to politely interrupt a meaningless conversation and explained that we needed some toiletries, fresh towels and clean sheets. I was given a look of annoyance and was told that housekeeping was leaving in a few minutes and they would see what they could do. We returned to our room to find a stack of towels and some toilet paper next to the coffee maker but none of our used towels were removed from the room and no toiletries. My wife then politely asked again for clean sheets and toiletries and was told by the same manager, when she put down her cell phone, that it would not be a problem and that she would take care of it. We returned from our dinner to find another set of towels in the bathroom, toiletries next to the coffee maker and still no clean sheets for our fifth night stay. The final straw was on our last morning, with our "Do Not Disturb" sign clearly on our door, housekeeping knocked, announced themselves, and tried to enter our room multiple times at 9:30am! Thank goodness I had locked the deadbolt or else we would have woken up to a stranger entering our room. The hotel was clean, however, we will not be returning to this location under this management. We paid cash in full upon arrival, never made any disruptions, and were always polite and courteous. I would expect more from the Hilton...