Hilton Garden Inn Annapolis — Hotel in Edgewater

3 nights at $224 per night...SO uncomfortable! Upon arrival, our room was uncomfortably warm so we turned the AC on and left for our event. When we came back, the room temp was no different than when we left. There were 2 controls in the room; one on the wall and one on a unit under the window. We called the front desk to ask if we were operating it correctly but the instructions we received didnt work either. The hotel was full so we couldn't get another room. We went to bed with no resolution on the AC unit. My hubs and I woke up in the middle of the night to the mattress sinking in beneath us. The next morning before leaving the hotel we reported both issues to the front desk. she said she would have maintenance look at it. We then had the hotel breakfast (which is extra) and it was pretty bad. My omelet was crispy brown and oozing with cheese after I told her I wanted very little or no cheese. Before leaving for the day I checked back with the front desk girl to make sure maintenance would take care of our bed and emphasize how bad it was. She assured me it would be taken care of. Came back that night and the room was cold. We had been out in the cold all day so now we are trying to get some heat out of the unit. Same issue as the previous night, called the front desk again...was told to use the controls in the wall...didn't work...again, no resolution...no temp control. Went to bed, woke up being swallowed by the mattress AGAIN. We knew the hotel was full and nothing they could do in the middle of the night so we dealt with it. Next morning spoke to desk clerk (different one). He knew nothing of the bed or AC issues from the day prior...there were no notes...he didn't know if it had even been checked. He took our info and said he would have it taken care of that day. He gave us a $50 credit and offered us a meal to compensate, which I appreciated. Saved the meal for the next day as we already had other plans that day. He was still there when we got in that night and said the maintenance Mgr "fixed" the bed. Hmmm... well it is one of those adjustable firmness beds...maybe there was an air leak??? He said that he would tell the next desk clerk coming on to give us another $50 credit if it wasn't fixed. Fine. The bed wasn't fixed, the thermostat wasn't fixed...oh, did I mention that housekeeping took all our bath towels and didn't replace them? Also out of shampoo, conditioner and lotion...but that's another topic. It's check out day so when we went down for our comp'd breakfast I talked with the front desk girl..who seemed a little annoyed that I disrupted her cell phone time. I explained what happened and what the gentleman the day before had said and done and that he said to let her know if it wasn't fixed because he would instruct her to issue another $50 credit. She just looked at me, didn't check the computer or look for notes anywhere...and said, "whatever he was gonna do he would've already did". She said nothing else! Did nothing else! Oh, but went back to playing with her phone. I then waited about half hour for my breakfast (mind you there was nobody else in the restaurant when I ordered and we had a plane to catch). Three other people came in and ordered after me; they had all received and eaten their breakfasts before I ever received mine. For there only being 4 of us in the whole place, I couldn't understand what took so long. I had waited so long that I thought they forgot about my order. I finally asked about my food and she said it's coming...it came out about 10 minutes later...over cooked and the order was wrong. Glad I didn't pay for that! Anyway, based on comfort I would give this place 1 star...I will not stay there again. Cleanliness was ok. The hotel looks nice and clean upon arrival but the hallway carpets look like they need cleaning...no other complaints in that department. The hotel staff were mostly friendly...except the girl on the day we checked out, "Nakia" does NOT belong in customer service. I did not appreciate her snide comments or her rude mannerisms. She...

I normally love Hilton Garden Inns - and I hate to complain. This experience was not very good, however. I will say that the staff was kind and polite and I will end this with lots of praise for their demeanor. However, multiple items were wrong with my roo||When I checked in, I had requested that it be a feather-free room because of significant allergies and when I arrived (4 hours later than expected) there were feathered pillows in the room - I had to bring them down to the desk, and get them replaced - handled well by Kevin, but not the way I wanted to start that late at night.||I reported the following items to the front desk in the morning on Saturday at 9am thinking that they would be taken care of while I was away for the day:||1) The door to the room was severely out of alignment and required brute strength to open and shut it - it was very loud, making a scraping noise of metal on metal. Twice, I thought I had closed it, and it was NOT closed and latched. |2) The sink in the bathroom was leaking terribly. When you turned on the water with the handles, the water started pooling on the sink top. It literally flooded the right-hand side of the top making it unusable. |3) The light-blocking drapes were unhooked at the top and therefore could not be closed. This let light in from the parking lot lights all night and morning sun in the morning. ||Upon my return very late Saturday night, none of these items were resolved, AND no room service had been provided at all! I went back down to the desk and was told that they did not know why room service had not been performed - that it should have been unless there was a do not-disturb tag on the door. (there was not) The young man at the desk was again very polite and helpful - he gave me fresh towels and wrote down all the problems again.||Sunday morning at check out, I mentioned these problems again and while the young woman was polite, it was obvious that she did not know that there had been a problem, She stated that she would speak to her manager and look into providing extra points. ||Because this did not go well, I will add that while the room was generally clean, it was not deeply clean. The cabinet housing the refrigerator and microwave was quite dirty and there was a dirty carpet smell when you first walked in. Once the air conditioning got up to temperature, that alleviated the odor.||I will reiterate that the staff was very polite. Kevin, who checked me in, even watched for me while I was parking my car on the monitor. That felt great - as it was very late and I felt uncomfortable parking the car around the back of the hotel. Marcus and Kenonnay(sp?) at the front desk were apologetic and did what they could to improve the situation. The young lady at the Breakfast buffet, (her name started with a T) was delightful. ||In the end, I would have preferred that the items be taken care of - housekeeping and maintenance could have easily resolved these issues. I really don't want a few points - I felt that the manager should have been called then and there and that one of the night's charges should have been removed. ||I suggest that if you are staying at this hotel (because I checked the reviews and pictures etc before booking), that you ask to check the room before checking in. Make sure that your room has been cleaned and that everything is in...

I have updated this since my second morning staying here. If I was able to cancel and change hotels on my first night and get a refund, I would have. Unfortunately at 9pm many other hotels were booked and the person at the front desk was not willing to accommodate.

Breakfast and pool were the only reason I chose this hotel for this price. There is no breakfast and the pool was gross. They still listed it as available online, as free breakfast and it was not until arrival that I was informed that it's not available. There is a way over charged breakfast thay you could pay for, but it was not worth it. The woman on the checking night stated that it was a new thing they were trying with ordering breakfast, while the woman at checkout stated it has not been there since COVID. The staff can't seem to decide which lies to tell. Other reviews are complaining about the breakfast buffet, so obviously it was the mor ing staff who lied. Staff was not friendly and took an hour to check-in. In the morning, the free coffee in the lobby was empty at 9:45. When asked about it, the hotel clerk argued about it closing at 10am on week days, even though this was a holiday Monday. She eventually went back and checked with the kitchen, and it was exactly 10am on the dot. I stsed it was not 10am when I had asked and if it had still been 9:59am I would have still requested a cup of coffee. I stated that every Hilton hotel, and most hotels in general, keep coffee out 24 out all day. Some things are simply not worth arguing over. I wish I read the reviews on customer service prior to booking, because they are accurate.

This is my third time staying at a different Hilton Garden in in the past 3 months, and this was by far the worst experience. The other two were at least tolerable. Being in Annapolis I expected much more.

This is the 3rd time this year I have arrived at a Hilton hotel only to find out that the accommodations listed are not available. They were booked on a 3rd party site, but the hotel should check with those sites. I choose Hilton for their reputation. I'll probably choose a different brand or company for now on. I'm sick of having disappointed nephews and not reimbursed for being lied to.

Long story short, for $149 the pool is gross. There is no free breakfast. The staff is not only non-accomodating but are either incompetent or ha e a terrible attitude. Pay the extra money if you are able to stay at any of the other hotels such as the Hampton or the Marriott across the street which offer all of the same things.

Sorry, Hilton Garden Inn. The Annapolis location made me...