Hilton Garden Inn Gilroy — Hotel in Gilroy

I made reservations for two rooms at the Hilton Garden Inn Gilroy for one night using points. Upon arrival at the hotel, I was informed by Monica at the front desk that one of the rooms had been mistakenly given to another customer. I expressed my willingness to take any available room at the hotel, but she explained that due to my points booking, I needed to contact Hilton to resolve the issue. I was frustrated that a mistake had been made by her, yet I was being directed to resolve it myself.

Furthermore, I was taken aback when Monica claimed to have checked out the full name and address of the customer to whom the room had been given, which seemed implausible. I decided to call Hilton directly, and a reservation representative spent over 20 minutes speaking with Monica to rectify the situation. Eventually, the hotel manager provided us with a room.

Having stayed at various Hilton hotels in the past, I found this particular experience to be extremely perplexing and irrational.

Updated on July 24, 2023 Regrettably, I was inappropriately charged a regular room fee of $231.99 for a replacement room that I was provided.

Upon noticing the charge, I immediately reached out to the hotel. The representative assured me that they would consult with the management regarding this issue and revert back to me. However, much to my disappointment, the promised callback never transpired and the charge remains unrectified.

Given no other recourse, I felt compelled to initiate a dispute via my credit card company to resolve this matter. This incident has unfortunately highlighted a significant deficiency in the hotel's...

When I stayed here on Saturday for one night, the first room we were given had the glass from the window almost completely separated from the frame. So, we had the front desk give us another room. No biggie. Then, the next room given already had a guest in it. The third room give to us ALSO had the glass separating from the frame, making it an incredibly noisy and uncomfortable stay (you could hear the freeway with abandon, due to the broken window). I would assume that is also a safety hazard as the glass could have fallen at any point and caused injury tp a guest.

Then, to top all this off, we went to speak with a manager on Sunday morning, to hear they aren't working that day and that the front desk didn't even have a card for the manager so we could contact them directly. We barely received an apology and the front desk attendant, while doing what we assume was his best, didn't offer us any kind of help to resolve our issues beyond a shrug.

And, to make things worse, we were charged $313 dollars for our stay (more than $75 than what we booked at). Apparently there is a pet cleaning deposit that was NOT DISCLOSED to us.

We will NEVER be staying at a Hilton again. We will also be contacting your cooperate offices because this is inexcusable.

We have attempted to get ahold of the manager for 3 days. No luck. Left a very angry message with the front desk today (Tuesday the 26th of September).

I'm copying this review to ALL REVIEW BOARDS I CAN FIND. This was the WORST HOTEL...

This place has 3 types of rooms, double queen beds, 1 single bed, or their biggest room with one bed the room with only one bed has a normal bathroom nothing fancy and single bed room has a walk in shower for older people and the biggest room has big glass sliding doors all rooms have a desk to manage your business a little office desk away from home, this place also has a nice fully equipped gym with towels and TVs, the gym has a big clean restaurant, they also have a nice pool that you can access through the gym, in the morning you can enjoy a real breakfast for only $12.99 the breakfast area is very modern and they got everything, they even have TVs to watch the news in the morning. They also have nice living rooms to sit constantly after having breakfast to wait for your ride or taxi to pick you up. If you ever need help at this place you can always ask for Katia she is an amazing person that works in the management department from 7AM to 5PM, she will do anything to make your stayed at this hotel a good experience, I hope who ever is reading my review has ana amazing time at this hotel for those who are traveling to Monterey CA if you stay at this hotel you will save at least $150 dollars in the morning you can drive to Monterey it's only 30 minutes drive you will have to drive to a town called Prundale CA then you exit on Monterey peninsula. We all want to save money when we travel so stay at this hotel and just drive to Monterey...