Hilton Garden Inn Gallup — Hotel in Gallup

I sent a long detailed email directly to the General Manager (Ms. Slivers) of the Hilton Garden Inn in Gallup, NM after my 10 day stay at that hotel, but I never received a response back.

The hotel post and advertised a Hilton Garden Inn Promise that guarantees that customers issues will be addressed and taken care of when they notify a hotel team member as seen in one of the photos from the hotel.

I am posting a condensed version of my email to the GM.

I am a Hilton Honors member and I had the privilege of traveling to New Mexico for the first time for my job and I was very excited about getting the opportunity to experience what I thought would be a quality and comfortable stay at a hotel brand that I was familiar with.

Unfortunately that was not the case for most of my stay at your hotel.

When I arrived at the Hilton Garden Inn on 3-3-21 to check in after flying all day and a two hour drive from Albuquerque, I received an okay greeting from the gentleman who was the night manager. I checked into my assigned room 226 and looked around since this would be my home away from home for the next ten days. As I was looking around the room I noticed a dark stain on the carpet, a big white stain on the chair cushion, a dark spot in the bathtub and the view outside of my hotel window was of the heating/air system on the roof. I was going to be working from my hotel room for the first part of each day so of course I wanted to be able to see the beautiful landscape as much as possible during my stay.

I checked with the night manager that checked me in and was told that there were no more rooms available for me to move to and he would leave a note requesting another room the next day. Well I found out from another front desk worker that was not true there were other rooms available and he didn’t leave a note about my room change.

On 3-4-21 I changed to room 304 and that evening I ran a hot bubble bath so I could relax, but was disappointed when I saw that my bath water was a dirty brown color and my bubble bath was wasted. I ran the water in the sink and it was coming out brown as well, so I went down to the front desk to show the receptionist the pictures of the water in my room. They explained that the city had been doing some work in the area and it affected the water in the hotel and they were going to alert maintenance about the problem. In the meantime I could run the water in my room for a while to see if it would clear up, so of course no hot bath or shower that night.

For the remainder of my stay no one from maintenance ever came to check on the water in my room and after running it everyday the water still never cleared up completely. Some days the water in the toilet was brown as well. I had to make sure that the water didn't get in my mouth and eyes daily.

On 3-10-21 I requested that my room be cleaned and refreshed the next day. I had some bags with food, trays, sauces, napkins etc. for eating my meals during the week. I didn't think that the maid would mess with my bags and food while I was out, but when I returned to my room I noticed the maid had condensed my bags and put everything in one bag. I didn't think that she had thrown away any of my items, but later on that night I was looking for my paper trays to warm up my food and packs of sauces and could not find them. I guess the maid assumed that I didn't need these items anymore and discarded them.

I didn't make a big deal out of those things being taken/ discarded, but when I got home I also could not find some candy and a giant size Mr. Goodbar that I had purchased for my son that was in the bags with the other items. I am not sure how/why the maid decided that the candy was seen as something to throw away.

I feel that the hotel promise to guarantee to make my stay better and brighter was not made right and not guaranteed. It also would have been nice to be reimbursed for the candy items taken and bubble bath wasted. Hopefully this review will help to improve your customer service for future guests and possibly me if I visit...

Customer Service is Horrible! I am calling from a company to change the date for a reservation regarding our traveling nurse coming to Gallup for an assignment from Orlando, FL. Melissa who answered the phone & I told her the situation about our nurse that lives in Orlando, who is stuck due to a Hurricane & I needed to make sure the date we changed for the reservation is still Oct 8 & to please send me a confirmation letter to provide to our traveling nurse. Melissa did not want to do it & when I explained that I want our traveling nurse to feel secure knowing we have the correct date, did she decide to send me an email confirmation letter. Melissa hung up on me. I received the confirmation letter with the Oct 9th date. I called back & was put on hold for a while. Once able to talk to Melissa she argued & said she doesn't have to change the date on the letter & that the system shows Oct 8th & that was enough. Once I explained the nurses situation of her coming in from Orlando & dealing with Hurricane Matthew & that I needed to provide proof to the nurse the reservation date to provide security to our nurse, she said she couldn't help me & she said I was rude & hung up on me. I again called back & explained that the person I talked to the day before was able to help me change reservation dates & send a letter & I was asking her to assist me with the correct date on a letter because our nurse has been thru a lot with the hurricane & lets make things smooth on her, Melissa put me hold. She then said she had her manager on the phone to help her create a letter to send me. When Melissa verified my email, she talked more than listened & I did tell her at this time frame that she is being rude & asked if a customer is needing assistance then how is that rude? Due to Melissa talking over me, she did not get my email address correct. I asked her to re-verify the email & she was rude about that. Once she got my email correct I did say to her that it would do her better to listen more than talk. That would provide really good customer service. I was told that her General Managers name is Addie Montoya. Melissa seems immature & does not handle people well. Perhaps retrain her or have her do something where she is not in customer service.

Thank...

I Called a week early to book a suite for 2 nights which they concluded would be the only room in this hotel big enough for my family since it’s a king and queen bed in the room. I stayed here before it seemed nice so coming into town for a funeral I thought I found a place I’d like to stay, When I got there I was given a room with 1 bed. They switched me to double bed but was still not enough space for everyone. I myself had to sleep in the chair unfortunately and when spoke to front desk they said they would speak to a manager which coincidentally is never there, about trying to find me an appropriate accommodation , which later was 1 king bed.?. .when I explained I needed to sleep 5 people they had no solution besides 1 king bed. Since I was on my way out for the funeral and running on no sleep that morning I asked for late checkout as with 3 kids in tow I’d be quite tardy to the funeral to pack everything up and be out by checkout. They were unable to accept that so I had to miss part of my aunts funeral to get everything back into my car so I didn’t have to pay for a room that I couldn’t even sleep in. No credit or discount for a terrible nights sleep as well as no consideration that a funeral would take a few hours obviously . Nothing worse then having to worry about if you’ll have the room you actually booked to go to even with prior reservations , .. And then also have to accommodate them instead of the...