Hilton Garden Inn North Conway — Hotel in Conway

We had an incredibly disappointing experience at this Hilton Garden Inn. My family of five (two adults, three children) arrived in North Conway late at night after leaving another hotel due to unsafe conditions. Around midnight, we called the Hilton Garden Inn and clearly explained that we needed an accessible room with a rollaway bed. The front desk clerk assured us they could accommodate us, so we checked in.||After unloading and getting to the room, we were told a rollaway wasn’t available that night but would be provided the next day. My husband ended up sleeping in a chair. The next morning, another employee informed us there were no rollaways at all — contradicting what we were told. We asked to speak to a manager since there was no one on site at all, and later received a call from Shannon Breen, who was shockingly rude, cold, and combative from the very beginning.||She made it crystal clear she did not care about the situation, about the misinformation we were given, or about our family’s comfort. She told us flat-out that they don’t offer rollaways, that we were misinformed, and that it wasn’t her problem. When I pointed out that the booking website states that rollaways are available — and that we would not have checked in had we been told otherwise — she dismissed it completely. No apology, no accountability, and no effort to help.||Her only “solution” was for us to pay over $500 to book a second room — even though her staff had promised a setup that would work for five people. When I pushed for a real solution, she told me we could leave and she’d refund the night — which we did. But even then, we were not fully refunded, as promised.||To make it worse, the hotel displays the Hilton Garden Inn Promise in the lobby, stating:|"If something isn’t just the way you like it, simply let any hotel team member know, and we will make it right. Guaranteed."|That could not be further from our experience. No one tried to make anything right. No one cared.||Thankfully, the hotel across the street treated us with professionalism and care — a stark contrast. I’ve stayed at many Hilton properties and had great experiences, but this one was a disgrace to the brand. I would strongly urge travelers to...

Nice new hotel with spacious rooms. It's always nice to have rooms with counter space and shelves in the bathroom. There also is a mini walk-in closet/alcove, which made for so much room to put my items. The modern feel to the room made it feel like a nice little apartment for my work trip. I stayed here for a week so I appreciated the spaciousness and shelves. I was also upgraded as a diamond member. Housekeeping cleaned everyday and did a great job. You could see them out and cleaning in the hallways, etc. ||I'm not sure about the experiences of rude staff noted previously. I found the staff to go above and beyond to be friendly. They were always seen about and made a point to be friendly and welcoming. At one point, my microwave kicked a breaker (didn't impact the rest of the room so it was nicely contained). I called the front desk and they came and fixed it. You can tell they are still trying to figure some things out, but they are doing so with enthusiasm. The guy who came to check out my microwave admittedly said he didn't know where the breaker was for it, but that he would find it. And he did: Within 5 minutes, it was back on and the front desk called back up to make sure everything was in working order. I was pleased with my experience. ||Free ample parking. Awesome gym! So much equipment, including dumbbells, kettlebells, medicine balls, cable machine, pullup bar, treadmills, rower, peloton, etc. I loved the selection. The hotel has a nice location close to town and right off the main road. Right next door to the Christmas Loft, which was a fun experience to visit. I was able to make a quick drive to trails to hike in my off hours. Great hotel - I'm sure...

Place was pretty clean,except the common floors. The people were nice, the check in person at night and the bartender were awesome. The rooms were small compared to the home2suites down the road. The beds were comfy, but not the super comfy I was expecting from a new hotel. The thicker shade did NOT go all the way down, there was a ball stopper on it.... so once it got light out, it was light in the room. I was up before 6:30 because of it ... There seemed to be no exhaust fan in the bathroom, just two switches for lights..? No waters in the room, and being a silver hilton honors member you're supposed to have bottled waters.

Got up and went down to breakfast, which was $15 for a "buffet " But sat and looked at the cook and the "server" for a few mins, got nothing in response. Then they both disappeared for a few minutes, then finally got someone to help us.... the buffet had soggy home fries, the eggs weren't very warm and bacon was over cooked and kept breaking trying to pick it up... there was fruit, yogurt and breads.... You can get more for a free breakfast at home2suites.... The pool was extremely small, it was pretty warm outside for the Saturday night we went... there was a fireplace out side. That was off and no chairs to use... Overall nice new hotel... but for the price and size... I...