Hilton Garden Inn Gastonia — Hotel in Gastonia

Here is my bed bug from hell story! I debated about posting this, but they have left me no choice! I am a current Diamond member at Hilton hotels. I stayed at this Hotel in February after being in the Hampton Inn (which I loved) Gastonia for 2 months. My insurance company accommodations moved me here since the other hotel was full at reinstatement time. Upon arrival I checked in and gave them my credit card which was charged for two weeks stay instead of a deposit for 2 Rooms that included breakfast. My insurance company had their card on file but it somehow charged mine. They don’t have kitchens so I was responsible for all food charges until being reimbursed by insurance! The hotel supervisor had no choice but to feed us! It took almost 2 weeks for it to be fixed. My bank has records of my calls and the hotels calls about fixing the issue. Later that week on Thursday morning at 1am I woke up to my arm burning and itching. I turned in the light and I saw a bed bug! I grabbed tissue and and zip lock bag and put the bug in it. I killed it while in the bag. One of my boys was in the room with me and witnessed this! I was very upset and frustrated being there was no one to help me at that hour. I attempted to move some things to my other room but stopped. I didn’t want any to potentially get in our second room or the hallway to invade other rooms. I left most of our belongings and the bug in room 426. I couldn’t go back to sleep ,and my kids had school that morning. I work in healthcare and had to call out. After doing further research I went to treat all of our clothing at a laundry facility. When I went to the room to get our clothes the beds were lifted out of the frames. When I arrived back to the hotel the Orkin man was at the front desk with spray asking for maintenance in regards to room 426. I talked to management at that time (not the general manager he never reached out). I was told that they would reimburse me for laundry, luggage, and wages. I then received and email asking for all of this to send to their insurance as a claim. I mean that was a lot of personal information to give out. They told me that there was no name, number, or timeframe for insurance to call me. I left the next week and didn’t hear anything for a while. I ended up calling Hilton complaints and the Diamond desk several times. The only response I received once in the beginning was they fed me 7 days (the credit card issue) and nothing further was promised. That was a bold LIE! I have pictures, emails, etc to back me up. I wouldn’t have ever accepted meals after incurring all of the losses with my job, money for laundry, and luggage . We had so many sleepless nights and paranoid waking up to turn on lights and look for bugs this year. A meal could not fix that! I have called multiple times to Hilton complaints about my case! Even with COVID I have given Hilton Garden Inn Gastonia, NC chance after chance to fix this. They don’t want to do the right thing to fix issues with their customers. They absolutely do not pride themselves in service recovery! I can’t post pictures here but check other travel review sites! I will not ever step foot in that...

I was a flight attendant when I was younger, and my husband has traveled a lot for work so we both have many hotel experiences. This is definately one of the worst hotels we both have ever stayed at. The beds were as hard a a rock and when you put your head down on the pillows they went completely flat. The blankets were stiff and not in any way soft. I'm so very glad I brought my own pillow and blanket because with my pain disability I wouldn't of been able to walk after sleeping here without them. The bathroom didn't have a door, it was just a sliding door that you couldn't lock. We were traveling with 2 children, who wants to be stressed about someone waking in on you while you're in the bathroom. It supposed to feel private....... no door, no lock, no way your relaxing in that bathroom. No complimentary breakfast, in fact they charged us 60.00 for it, 60.00 DOLLARS for breakfast for low quality hotel food! The food tasted horrible, it was hardly better than dog food. The turkey bacon tasted like flavored cardboard and the undercooked eggs tasted like they were powdered, not from shells. But they looked like they can from a shell so I have no idea how they managed to make them taste so bad. One daughter was able to eat her omelet and the second said the waffles were good. The cook and all other staff were extremly nice and friendly, but the food quality was awful. There was an IHop about 2 min down the road so we went there the second morning and it was so so much better. Definately do not pay for their food, it is definately a rip off. The second morning we were woken up by the fire alarm at 5:20 am. It scared my children and us to death. When I tried to call the front desk to find out what was happening, no one answered. We didn't get a call, and didn't get any explanation for this rude wake up call. I had to ask about it later that morning and was told that it was the entire hotel and it was just a small amount of smoke, and no fire. The front desk said sorry, and said they were getting so many calls that is probably why they didn't answer. I understand all of that, but they need to understand when it comes to a possible fire we need to know what's going on ASAP and they weren't even going to mention it if we didn't ask. What??? We will avoid this place if we ever come to this location again, we will never ever stay here again. Nothing bad to say about the staff, nothing negative in my review was their fault. They were all very friendly and polite. Needless to say I was so very glad to...

This property is very nice, clean and would otherwise be a gem, but the management is horrible. We arrived and there was very thick layer of ice at the front door and throughout the parking lot. My wife and myself as well as several other guest who were checking in struggled to make it to the front door. The sidewalks were covered with snow as well. No one even attempted to scrape them. Our room was clean but there was clearly furniture missing and there were what looked like blood stains in the carpet in our room 409. We weren't aware that you have to ask to have our room cleaned which was our fault for not taking the time to read the reservation email. Our second day there we decided to have dinner at the hotel as I say the space is really nice and we had a long day. We went to sit down and were told by the young lady at the front desk that they were not serving dinner because they were short staffed but there was a cook in the back preparing meals for someone.... So, we left and went somewhere else for dinner. We were bummed out because we didn't want to have to leave due to the weather, but we did. Well, we came back and guess who was still cooking.... you guessed it the cook was still back there cooking meals. I told my wife well maybe they were cooking for room service and so she went to the window and asked the cook and he said he was working on new recipes. Are you serious? We talked to Kelly at the front desk and informed her of the issues that we had, and she said I can ask the manager if she can take something off your room. We didn't ask for anything mind you we just wanted to report what happened. She abruptly came back after returning from the back room and stated that the general manager named Trish could only offer an apology which the manager never came from the back office to even do. Mind you we spent almost 400 dollars on two nights at this hotel. I wanted to give this hotel a chance because my sister had her wedding there and as I said it is very nice, but you will not get another dime from me or my family. You do have one gold star there and her name is Yvette, during my check out she listened like the general manager should have. She gave me information and made sure that I knew how to follow up with my issues. She is the only reason you received a 1 otherwise you would have received a negative score. Please feel free to call me as I have pictures of the room and of the parking lot and the ice at...