Hilton Garden Inn Conway — Hotel in Conway

BEWARE: This hotel overbooks REGULARLY leaving unknowing customers stranded without any other options. We booked this hotel several weeks in advance of our event. The booking went fine and I received my confirmation. We drove 3.5 hours and arrived EXACTLY at check-in time. Upon arriving at the hotel, the person at the desk told us their computers were down and we would have to wait until they came back up because they cannot let anyone into a room u til they are back up. She estimated 30 minutes. After waiting in a long line of cranky customers, I gave her my name. She said “OH! You are one of my guests who we don’t have room for!” She explained that the hotel overbooked their rooms sometimes and there were multiple guests without rooms. I assumed that they would do the right thing and find us a room at another hotel at their cost, as has happened at other, nicer hotels. NOPE. They told us they were sorry and that they had called two other hotels and nobody had room for us that night. We would be refunded our stay and would have to find another room on our own on a weekend where multiple events had every hotel full. I demanded to speak to the general manager, she put her on the phone. The GM of this location is a liar and a cheat. The GM told me it was NOT HER PROBLEM! Can you believe that??? I wouldn’t leave until they found us another room and I felt helpless without any options for my family. The GM played on that helplessness and washed her hands of me and my family. When I became frustrated and loud. Finally, the GM told us to go sit in the lobby and wait for them. They were going to find us a room and pay for it for us. Then the GM CALLED THE POLICE on my family and had us removed. She lied to my little boys and told them they would be taken care of. She is a despicable human being. I called several other hotels in the area and nobody had room for us. They did, however, tell us that they had to cover for the Hilton Garden Inn on a regular basis because they overbook their stays often!!! The woman at the front desk told me they had known about the overbooking for a while, but never reached out to let me know in advance! If I had been given notice that I wasn’t gonna have a place to stay for the night, I could have made other arrangements before I got there. But instead, they simply booted my family out onto the street and told us we would have to fend for ourselves, and GOOD LUCK! The police officers told us that they Have responded to incidents at this hotel before. I’m sure they have.

My advice to you is to stay somewhere else. Avoid this hotel and avoid having to deal with...

We first began coming here because of their amazing location. This was our second trip to Conway at the same Hilton. Unfortunately, on this trip our experiences have been overwhelmingly negative. We were hoping for better quality, as one would expect from a Hilton Brand. Everything seems poorly managed. By sharing our experiences honestly, our hope is that Hilton will identify areas where they are falling short and make meaningful changes. |Here’s our list of negatives.||KING SUITE|ENTRY DOOR: |slammed shut before we could enter or exit. We called management. Maintenance arrived quickly only to inform that it’s purposely set to shut without effort for proper closure. Luckily we were aware of the issue and kept a safe distance to keep us out of harm.||FURNITURE/FLOORING|CARPET|Water appears near A/C return and in front of dresser (photo attached) Called management. Maintenance came with a wet/dry vacuum and checked our unit. Maintenance indicated the water was not originating from our room. After several hours, water came back. Did not ask for further assistance, nor were we contacted for follow-up.|FURNITURE|Desk chair-broken arms. |Sofa-fairly new appearance and cheaply made. |Arm Chair-OLD No cushion support left, basically sitting on floor. Not matching sofa smelly and dirty. |BATHROOM:|Shower curtain liner was completely off the curtain, only held by 3 snaps.|BED:|Wow, this is the most dissatisfying. Sheets poorly fitted, no elastic to cover mattress pad. Holes in top sheet. Not sure what is considered bed spread, but it didn’t fit either. We asked for assistance from cleaning staff, and was told “no speak English” we did not ask for further assistance.||AMENITIES:|USB PORTS: Zero! Please update for today’s technology.|WEATHER TV STATION: Zero! Traveler’s would assume to have a 24 hour weather channel availability on television. ||RESTAURANT:|Another monumental dissatisfaction. We made our dinner selection in person with the server about 20 minutes after they opened. We asked for a take out order of burger, fries and chicken strips, and proceeded back to the room. No one else was in the restaurant at the time. 20 minutes later our phone rang from the server, which I answered “is our food ready”? She replied “we are out of hamburger so if you want us to go to the store and get some we will.” shocked by this, we immediately made the decision not to have a burger and have chicken strips that they had on hand. Not our first choice, but too tired and hungry from traveling to change restaurants. ||We plan more trips to the area in the near future, but our hotel choice will be...

Wrong key, wrong info, no heated pool.

On arrival we are given a choice of floor by the young woman working that evening, we pick and she gives us the key to the room. I go up to our floor, thinking she told us room 414, and sure enough, that door opens when I put the card up to the lock. I walk in and see it’s a room with only one bed, which wouldn’t work for us. I go downstairs and she explains it’s room 410, not 414, but when I explain the key card opened 414, she was horrified. Her words were “Oh no, that’s not supposed to happen! Hold on, I’ll make you a new set”. As odd as that was, it was still my mistake to try room 414 instead of our designated room, so I’m not upset with the hotel for that. However, when we were 2 hours away from the hotel, I called and asked in advance (after looking at the website) if their indoor pool was heated. Online it says it’s heated, and on the phone the older woman who spoke to me said “It should be, we’ve had no complaints so far!” That was an odd response, it was like she didn’t know for sure and was unable or unwilling to check, but I brushed it off, since we’d already planned to stay here. We arrive, get our kids upstairs and all of us in swimsuits, only to come down to the pool and realize the water was ice cold. Seriously? So we go to the lobby and ask the young woman at the desk, the only person there, if she could heat the pool. She is kind, but doesn’t have any helpful answers or information, telling us she has no idea how to heat the pool or who to ask. We reluctantly go back to our room and decide to have a movie night with popcorn. They have a stand in the lobby full of snacks and junk food, so my husband walks down and asks for some microwave popcorn (the room has a microwave, so it wasn’t too far fetched they’d have it, in our minds). They only had prepopped popcorn, which is inconvenient flavor wise (no butter flavor), but we buy it anyway. 2 small bags of popcorn and 2 candy bars came out to $18?! What on Earth. Then we get in bed, only to realize the room takes a very long time to cool down and the comforter is made with a very itchy, net-like, awful material. Not the best stay, and we will be picking a different hotel on our way back from...