Hilton Garden Inn Flagstaff — Hotel in Flagstaff

Still not listening I see Toby 🤣

It’s sad to give this place one star but it’s necessary after how the manager, Toby Gladden spoke to me. Let me first speak to the positives about this hotel.

I stood here for 5 days, 4 nights and I had an overall wonderful stay. I never once interacted with Toby which is possibly why I had such a great stay. The women at the front desk are amazing and super friendly. They made my partner and I’s stay one of the best we could have. With daily advice and suggestions on places to visit or eat at was truly helpful. The location in Flagstaff is perfect because it’s proximity to the highway allows for an easy escape or access to the hotel. If visit the Grand Canyon or Painted Desert & Petrified Forest it’s a great middle location to stay.

The rooms were nice. Plenty of space and amenities at the hotel such as a pool, hot tube and small gym. But I did have to make a comment about changing the sheets. After my first night we dropped pizza on the sheets. We came back after a long day out to find the sheets hadn’t been changed and the pizza stain still on the bed. When I asked if they changed the sheets daily I was told yes by the front desk staff but clearly the ones in my room weren’t changed. After that incident the sheets were changed everyday and I made sure to check.

Breakfast is ok. It’s great that they provide free breakfast for Gold & Diamond Members but if I had to pay for that I would of definitely went to Cracker Barrel or somewhere else. It was only worth it because it was free. The cinnamon rolls were delicious. The fruit and toast provided was nice. But the eggs were dry every morning. Truly unenjoyable and inedible. I made a comment about them the second morning when asked if everything was alright with breakfast but nothing seemed to change. The eggs actually got worse which I didn’t think was possible.

Now to get to the disappointing part of my stay. As is policy, as at all Hiltons, a $50 deposit is taken during your stay. I stood at Hilton Phoenix Airport for one evening and the deposit was released immediately, over a weekend. No issue. But this Hilton Garden Inn Flagstaff still has my deposit and the charge has been finalized. I have mentioned it to staff members everyday since I checked out and been given the run around. No one has the same consistent answer at the front desk sadly. Each saying something different but claiming the charge would eventually be released. One staff member even asked me to three-way call my bank to confirm the charge was actually still on my card and to speak with my bank about the charge. Unacceptable. I am insulted and disgusted by this request to jump through hoops just to get my deposit back. I have never once been forced to call to ask again and again about my deposit.

Finally after 6 days of speaking to staff I was able to speak with the General Manager, Toby Gladden, and I am nothing if not disgusted with the conduct of their own GM. Toby is rude and inconsiderate. He interrupted a dozen times as I was trying to explain my issue when I was only on the phone with him for only a minute. Toby made the comment that I just wanted my deposit faster which wasn’t their concern and it was going to come off eventually. If the transaction was still pending I would 100% agree but the fact that the transaction went through as completed makes me question if this will happen or not. He even mentioned that I should tell my bank to call them. That’s not how it works Toby. I wasn’t given a chance to explain this before Toby claimed he had been working at Hilton for 25 years and that he knew more then I could ever know about this issue. I am a Gold Member and I have never been spoken down to by a GM with such distain and with the inability to let a guest explain the situation.

Before my interaction with Toby I would of stood at this hotel in the future but now I am not so sure. Maybe if he isn’t GM. I made sure to escalate the issue with Hilton corporate and file a complaint against Toby Gladden. RESPECT YOUR GUESTS AND LEARN TO...

I have things to say about this hotel…

I let my husband pick it out.

The night before we had an incredibly horrible hotel experience, paid for by the United States Air Force. We stayed on Luke AFB because we had to and it was just shy of deplorable. Which is why I let my husband pick the hotel last night.

I didn’t want to deal with it.

We had spent the day driving across Arizona sight-seeing and had a good, long, fun day. We saw the Meteor Crater, the Apache Death Cave, a handful of historic sites I had only read about, and lots of snow which is something I hadn’t the pleasure of seeing since I was a kid. It was a good day but we were tired.

Habibi picked well. We walked in to the lobby and, seeing how busy they were and how full the parking lot was, we surmised they would either be completely out of rooms or only have the “outside of our pay grade” rooms available.

That was not the case.

The lady at the front desk asked if we would like a kind size bed, asked if we fell into a handful of discount categories, and a few minutes later we were walking up to our room with our bags. I wish I would have glanced at her name tag - she was super sweet and confident. She deserves direct accolades.

Anywho, we used the stairwell to get to our second floor room because we’re “those people” and the stair well was actually clean and didn’t look like a commercial afterthought like so many other hotels treat them. Points.

We stayed in room 218 and it was clean, cozy, and set up very nicely. The shampoo, conditioner, body wash, and lotion all smelled very nice and left my hair feeling soft and clean. The hairdryer worked well. The room was quiet. We couldn’t hear a thing from our neighbors and I have no idea if there was anyone above us. My husband and I spent our evening playing iPhone games with each other on the couch (I won, naturally) then we went down to get into the jacuzzi. We went down kind of late so we were the only ones in the pool area. He alternated between swimming laps in the pool and pestering me in the jacuzzi while I just lived my best lazy girl life in the warm jacuzzi. Besides, it was snowing outside - who in their right mind would opt for a cool pool swim when they can sit in a warm pool and just watch the snow fall?

Anyway, I’m ready to talk about that bed. You know how people are always stealing towels and pillows from hotels? I was trying my hardest this morning to figure out how to slip that king size bed out with no one noticing. My husband refused to help me with that endeavor because he’s lame and he’s also my muscle so the bed is still there. BUT, last night was the best damn night of sleep I have had in a really long time. The bed, those pillows, the room atmosphere, and the blankets created the perfect sleep environment. I am a clinical insomniac and am currently in a no-sleep cycle so I shouldn’t have slept like I did last night. It was good. I woke up feeling super refreshed and at peace. My Garmin still gave me a 42, though.

We’re planning on coming back to the Flagstaff area in the summer and bringing our kids this time. If we don’t bring our travel trailer with us, we will definitely be staying at the Flagstaff Garden Inn. I know our boys will love the pool and beds as much as we did. The amenities there are unmatched and I’ll be happy to...

During our two night stay here they had some beauty work on their parking lot. As we didn’t book at the Hilton we had no contact to this Hotel before our arrival. First morning comes, first wake up call to move the car. When we came back in the evening from the south entrance the way to the east side was closed. Heading west the way to the north side lots was closed with tape as well. We decided to park right next to the south entrance not knowing it’s a bakeries property. Next morning comes and 300miles in front of us. Isn’t it funny, our car is wrong again and we couldn’t get enough sleep before our long trip today. Asking Staff to return money for not giving us rest in our bed wasn’t successful. Suddenly a man behind the counter hung into the conversation without introducing himself as the manager told us it was announced on the website. (Sry for not checking the world famous Hilton Garden Inn Flagstaff Website and not clicking on this gigantic notification that could have told us that - wait for it - they are working on their parking lot. A fact I didn’t realize when I got the first wake up call). He was even more creative and told us we’re lucky the bakeries owner didn’t let us tow away. Thank you so much! My husband told him, that we couldn’t get another space for our car because there was tape to both sides. Now he questioned his perception by telling him that he personally locked the one side but the other side was open. Sry for not driving around the whole property to maybe find a hidden entrance to the north side of the parking lot. Last but not least he came up with a brilliant Idea. Why don’t you go back into your room and get two more hours of sleep before you have to check out at 12:00? I thought he was trying to joke with us! The only things we went there was to get a warm shower and enough sleep during our trips. As the last thing wasn’t given to us we totally disagreed to pay the stay. But the manager wasn’t empathetic and told us to contact our booking agency to claim our money back. (Well, thats very simple to blame them without being involved in this thing in any way.) The woman of the Staff would’ve called the agency for us to maybe find a solution to help us because we’re no native speaker and do very hard to understand Americans on telephone, but as the management blamed us for this issue he didn’t want her to call them. Thank you for your help! Responsibility isn’t shareable and as a Host it starts at the front desk of your Hotel. Nobody who mentioned where exactly the lot is going to be closed or even asked if we know about the fact. This behavior was inappropriate and we haven’t heard such accusations in eastern European hotels. Thankfully after a couple of emails the Hilton costumer support took the responsibility and helped us to get over this terrible experience. Wouldn’t recommend it to my family, friends, YouTube and...