Hilton Garden Inn Kennett Square — Hotel in East Marlborough Township

We stayed 4 nights. We were supposed to be in a Junior Suite. We were there for two of the hottest days so far this year. We got to our room and it was like a sauna. My partner immediately turned the A/C down to 68°. We started to take things off the luggage cart. By the time we were done, the temperature in the room had gone up 2°. We called the front desk. They sent up the maintenance man who told us what we already knew. The compressor wasn't working. We had to re pack everything and move to another room, which was handicapped accessible. Which was fine, because I am handicapped. The room was much larger than the Suite and much nicer. The next day we left for a major part off the day. We told our maid she could just empty the trash and replace the towels. When we came back from Longwood Gardens we found our door wasn't closed properly. All we had to do was push on it to open it. I had an expensive oxygen compressor in the room that I need to wear at night to sleep or my O2 saturation goes down to below 70%. If someone had taken it we would have had to leave and try to find another unit. By this time we were furious, because the garbage hadn't been emptied nor had we gotten fresh towels. We both have worked for major Hotel in Hershey PA. We played a game that they liked to do to us to make sure things were being cleaned daily. We placed things in places that should be cleaned daily. They were supposed to be gone,but were still there. The towels were in a laundry bag placed on the towel rack, not even hung up. There were no new bottles of shampoo or conditioner, no new cups, or water. When we checked out, no one could tell us if we were paying the Suite price or a regular King room price. They asked to call us when the evening Manager came in. We were fine with that, we understood that a lot of places are dealing with new employees because of COVID. We the person who should have known had the day time Manager call us, he didn't know how to go back and find out if the rate changed either. They decided to refund us $30 just in case they hadn't changed it the first night. We understand that places are having trouble getting people to work for them since COVID-19. This was ridiculous. I would have expected this at a small Motel, but not at a Hilton Gardens and Suites. We didn't even have one of the break away tags on the door that meant the room was sanitized, except for the last night. They had stickers on all the mirrors telling you what they were doing to help sanitize the room, which I doubt were being done. I'm glad I brought my own Lysol and hand sanitizer. Not at all happy with the service or housekeeping. I won't be staying at a Hilton anytime soon. Maybe we should have waited until the state was clear to go without masks longer. But unfortunately because my partner works for an Entertainment and Resort Company, this was the best time for us to travel. I hope you all get you...

Hotel was convenient and staff were friendly and helpful. Rooms had the essentials and the bed was comfortable. We requested a King with whirlpool. The first room we were assigned had mismatched swatches of paint over portions of the whirlpool walls. When we turned on the jets, the water moved a little but definitely wasn’t enough to bubble or feel like your typical whirlpool. We thought it was broken, so we requested a room and were promptly reassigned, thanks to attentive and courteous staff. The second room’s whirlpool had the same issue minus the weird paint marks, but at this point we just accepted that the whirlpools at this hotel aren’t up to snuff and enjoyed the rest of the room & stay. One thing we noticed: on the wooden headboard of our bed was a weird greasy stain. Kind of grossed us out once we both agreed it looked a little like the shape of a hand. (No. Definitely not either of ours, ha.)

Breakfast: I knew breakfast was reduced due to COVID. We went down expecting what I’d been told over the phone: apples, oatmeal, granola bars, hot breakfast sandwiches, muffins. Oatmeal are the instant, microwaveable bags, & the breakfast sandwiches are prepackaged and the same. They’re small and didn’t look so appetizing. Apples looked good. Muffins were small, prepackaged Otis Spunkmeyer blueberry type. We decided to eat elsewhere.

Something annoying about booking online through Hilton Honors / the Hilton website: They offer packages with breakfast included at an additional rate & same with dining credit ones, even though the restaurant(s) is/are closed due to COVID. Don’t get these packages! Breakfast is free to everyone & definitely not worth paying more for. Thankfully, we called ahead to check. The staff let us know not to get the breakfast deal.

All in all, great service & staff. A clean lobby, lots of hand sanitizing stations. Appreciated that they are doing pool & gym by reservation slots in order to honor social distancing guidelines. The rooms are comfortable and they do offer nice details like a free mask and bottled water, plus lots of tv channels... But management ought to tighten up standards on room cleanings and update some of the extra features folks are asked to pay additional fees for.

An adequate stay for falling asleep between destinations. For a relaxing night in on vacation, I’d opt for...

I’m extremely disappointed in my choice of this hotel. My mother’s Christmas gift was to stay at what I thought would be a fantastic hotel, dinner and Longwood Gardens tickets. She ended up getting sick so my friend and I went instead. I’m glad my mother wasn’t with me after all! First part of this is, it was very expensive for what we got. I paid $218 for the night on a weekday. I check in and she charges me $318. I questioned it and she said “oh, sorry, we charge a deposit”. I’ve never paid a deposit at any other chain of hotels but ok whatever. We took the creepy elevator up to room 206. I’ve never stayed at another chain that has double beds. Always have had queens. But again, I overlook that. My friend instantly ran to the window to shut it because it was abnormally loud in the room. It sounded like route 1 was going through our room. The window was closed. She was on the phone with her husband and he heard the cars through the phone. Just could not believe it. The room was pretty basic but I did like the counter top to put our stuff. The beds and pillows were comfortable thank goodness. We went to Longwood and were exhausted. We had planned on going to the bar but too tired. The lobby was very welcoming and I would’ve liked to have sat by the fireplace. But anyway, we went to bed. We were up on and off all night. Had to keep the tv on to try to drown out the sound outside. At one point, I turned it off to try to sleep and then on top of the noises outside, it sounded like clanging pipes and there was constant knocking. I guess it was the heat. My friend had a pillow over her head all night. I was so done at this point. People go away to relax and get a good nights sleep and that didn’t happen for either of us. I always expected a lot more from Hilton but after this, I don’t foresee booking with...