Hilton Garden Inn Hartford South/Glastonbury — Hotel in Glastonbury

Okay so this is a few part review.

We booked our wedding block here for our Labor Day weekend wedding and had well over 40 rooms booked. The actual process of setting up the block, the communication back and forth, adding rooms, and the price were all amazing. Krystal honestly was great about getting back to all my emails and calls. She frequently updated me with how many rooms I had left and sent the spread sheets, she made the process so incredibly easy.

When we got there I had numerous email and call back and forth saying we were getting a suite. Apparently it is not an actual suite with an additional adjoining room but a kind size whirlpool room with an adjoining room that has a bed and a couch. My bridal party was huge so I was just expecting something different based on pictures on the site, but overall they brought up a bunch of chairs and made it work.

Now the main issue we had which is why this is not 5 stars. I was at the hotel from the Wednesday before to Monday of Labor Day - the adjoining room from Wednesday to Saturday had someone in the room who was literally baking out the entire 5th floor. I complained and other people on the floor complained. The smell was so bad that I was getting head aches and then when we got the adjoining room and the door got opened it was Horrid. The guests should have been kicked out when the complaints started. All the other king rooms with adjoining rooms were booked so we were stuck in that room. NO ONE could use it that is how bad it was. Then they sprayed some fabreeze which made it worse and the smell literally would not go away. Thankfully my husband took that room and I was able to move to our other room but all the groomsmen day of didn’t want to hang out in there.I wish I could explain how bad this smell was. I was so disappointed how they handle it and the women at the desk when we got the key to that room and stepped in was absolutely the worst customer service person I ever dealt with, I wish I took her name. She came up and said my nose must be broken because she didn’t smell anything when the entire floor still smelt like weed and that room was like walking into a smoke shop. Even another employee walked in and apologized for how bad it was. They comped the room but still the women was so rude, and it was just handled so poorly - to the point where she said you can go to a different hotel but good luck finding one right now (this was at 11:30 the night before my wedding like are you kidding I have 40 rooms booked).

Aside from that single employee and the poor handling of the situation and allowing it to get that bad with all the complaints the hotel was still great. All the other staff was phenomenal, the rooms were clean, the kids in the wedding got to use the pool. I would definitely recommend it to other brides, but just feel I should mention this so maybe the hotel figured out better ways to handle smoking...

IF I COULD GIVE NO STARS I WOULD

I Recently had a wedding ceremony at this location and if you are looking for a place to plan a wedding this place IS NOT IT !!!

When I first inquired about booking in Nov 2024 I was told so many great things about the property and how they would make the day special

As we got closer to the Wedding Date and I reached out for clarification on set up times , decoration drop off etc … I was given the run around as If I didn’t pay my money to book the space . I got aggravated to the point that I had to call to speak with a General Manager who was working on trying to fix my complaints ( or so I thought)

On my wedding day there was NO ONE in sight , not the sales lady who I spoke to book the venue space , not the general manager no one after they informed me someone will be on site to help get every together

I was told that maintenance would break down decorations and place in room or at front desk for pick up ( NOT ONE THING WAS BROKEN DOWN )

With all the miscommunication I received from this place my Wedding did not turn out how it was suppose to ..

Respectfully this hotel needs to not do weddings if they aren’t able to accommodate simple requests

Moral of the story is of all the venues I used for Wedding THIS WAS THE WORST and wasn’t worth the money cause I literally provided everything myself from chair covers , arch , backdrop with lights , signage EVERYTHING

Let’s not forget they said they would set up the chair Which they did however they did not follow not one request they did what they wanted to ! Thanks to my bridal party who had to literally come in and change the whole setting shortly before the wedding began

The money I spent on the venue was literally a waste I paid money for 4 walls and glass of water that was never touched

They will sell you a dream and not fall through with anything and I have email proof for everything being said

The general manager can save her response cause RESPECTFULLY you did nothing to fix the bullshit your sales team put me through . because in the end I still had to change everything around

Mind you when I requested time to report for the wedding they kept saying we will get you on the schedule just for them to tell me they couldn’t do a rehearsal until 2 hrs before the start of my Ceremony ( if you didn’t want to host my black wedding they could of said that ) This whole experience was horrible

SAVE YOURSELVES BOOK WITH REAL VENUES NOT HOTELS ( they clearly had too much going on to host my wedding and that’s fine they could of said that in...

Best experience ever This was far by the best stay we have ever had in a hotel. Upon arrival Rachael was very friendly and everytime we walked by or had a question she was pleasant and smiling and made us feel very welcomed. Warm cookies were put out just as we arrived and we have to say they were delicious and we looked forward to them the next day. We met our housekeeper Sophia out at the river front park and talk about friendly! She came right up to us and said,"hey I met you earlier at the hotel". To go out of her way to acknowledge us was very impressive. The next night when we got back to our room she had made two swans out of the towels and left them on the bed with a note saying she hoped we had a good day. To go out of her way like that made us feel very special. On our first night our air conditioner died during the night and needless to say it got warm. The next morning Mike went down to the desk and the manager on duty couldn't apologize more. He told us we should of called during the night but being tired we explained we figured we would wait till the next morning. Dave came up almost immediately and switched it out and gave us a brand new one due to it was unfixable. He was very friendly also. We were going elsewhere for breakfast but decided to try yours. We went down thinking oh boy "hotel food" Well let me tell you it was such a nice experience with absolutely delicious food and the most friendly service. Jose, Keith and the dishwasher couldn't have been friendlier and offering us fresh blueberries for our waffles and the omelets were excellent. The second night when we got back an envelope had been slipped under our door with a very nice note from the front desk apologizing for the inconveience of the broken air conditioner and treating us to a free breakfast the next morning. This was very nice as we didn't ask for anything. Service at your bar was good and the pool and hot tub were very clean. Our room was exceptional. You all made us feel so special. Best experience ever and we will be back to see all...