Hilton Garden Inn Great Falls — Hotel in Great Falls

We are HHonors Diamond members, so when we get a choice of Hilton properties, we tend to pick Hilton Garden Inn because of the cooked breakfast. This hotel cost $40 more than the Hampton Inn less than a quarter mile away. It and $40 more than that HGI normally does. Diamond members get a $10 credit, which usually covers all or most of the price of a hot buffet: eggs or omelet, and a buffet that includes waffles, oatmeal, fruit, yogurt, cereals, and pastries. Another Hilton brand, Hampton Inn, gives ALL customers a free breakfast buffet that includes oatmeal, waffles, two ready-made hot options, cereals, toast, yogurt, fruit, and pastries. When got up on Sunday before 10:00 when breakfast ended, an hour earlier than almost all other HGI's do -- some even go to noon on weekends -- we were told the hotel had "a staffing problem" and that there was no one to make or serve breakfast. Instead, there were cold cereals, bread and pastries, basically the level of breakfast we could have gotten at a Best Western or Comfort Inn. Generally, Diamond members are given a choice of food and beverage credit or extra HHonors points. We asked that because we didn't get breakfast, could we use the food and beverage credit in the store or get the points. We were told we couldn't because we had been comped the minimal breakfast. This was unsatisfactory for two reasons: this was a benefit given to all members, not an extra Diamond benefit, and the value of the breakfast was less than even the normal $8.95 cold buffet, much less the $10 normal credit. Moreover, the person at the front desk, who wasn't wearing a name tag, was rude to both me and my partner when we at separate times asked about the breakfast situation.||So, that's just the breakfast issue. One other issue was that the hotel was undergoing a remodel and had been since the previous October (this was in June). There was plastic up everywhere with signs saying "Watch your step," "Pardon our dust," or "Pardon the inconvenience." In fact, when we were leaving, I had to wait to bring the trolley with our luggage out because workers constructing something in the entranceway. Generally, when you inconvenience guests you charge less, not more.||Then there was the issue of the hot tub. I was pleased when I arrived and saw people in the tub because I had been hiking the previous two days. The next day after breakfast, I showered and went down to the pool and spa. I pushed the button for the jets and nothing, just some minor gurgling. I waited a few minute and tried again and still nothing. I got in anyway because my legs were sore, and I thought at least the heat would help. After a minute, I noticed that the spa was cloudier than the pool. I thought this might have been because the spa had more chemicals, but then I saw part of a leaf in the spa. Eeww. I went over to get a towel. Right next to the towel stack was a shower, but alas, it had no knob. So yeah, there were all kinds of body oils in that pool and spa. I went upstairs and showered.||There were two bright spots: Trudy, the night auditor, was very helpful, and the new bartender was also very attentive, friendly, and helpful.||All-in-all, I would say that eventually, Hilton will finish constructing this hotel and hire polite desk staff, but for 2024, I'd stay away and not pay the...

I would strongly recommend a different hotel if you plan to stay in Great Falls in the near future. The room was nice - no complaints there. The frustrations include the noisy, dirty renovations and lackluster accommodations. For instance, I had purchased my stay to include the bed & breakfast rate. Instead of receiving a waiver/voucher to give the breakfast staff each morning (as I have experienced at other locations of the same hotel chain), I was charged continuously. Had I not ensured each charge was removed, I would have paid $8.95 for the cold bar every morning. I was first told the computer system was down as the reason for this procedure, which I didn’t quite understand. The breakfast staff were lovely and doing as instructed, but the outcome was disappointing and unnecessarily complicated, in my opinion. I was later informed this is a decision made my management/ownership, and not a computer issue at all. The $8.95 charges were to be “credited” to me, but should have never been charged in the first place. The rate was ridiculous enough ($1,500 for 6 nights). However, as it turns out, they didn’t actually credit all of the $8.95 charges to me by the time I had checked out. I had to call and get the remaining charges removed, which took several attempts and calls to accomplish. Additionally, I’ve learned from other reviews this hotel appears to undergo frequent renovations, like the one happening during my stay. One night the drilling went on until nearly 10pm! The elevator buttons and walls were covered with dust and debris from the construction. The laundry room has also become a dumping ground for old equipment and an ice machine to be stored in the middle of the room. For such a large hotel, I was surprised to find only one washer and dryer as well. Essentially, my experiences at other Hilton Garden Inn’s have been vastly different. It is disappointing as a customer and Hilton Gold member. I will not...

The only nice thing about this hotel is the lobby area very nice newly remodeled lobby. The front desk agent who was working the afternoon shift was never at the front desk always somewhere else. The service for breakfast was terrible the lady working it Chelsea not friendly at all she was also working bar and dinner very rude both times we encountered her. It was also on an employee stay. Supposed to get 50% all food we had to talk to the manager for that to happen. She said no that’s not how it works and I’m going to need you to fill out your checks for me. Mind you we’re not even done with our food and already demanding the checks. The 50% should apply to all hiltons no matter what. Also getting drinks in the bar the mixed drinks were served in a paper cup while there were glasses behind the bar. When we asked for the real glasses she said they don’t do those anymore. We also asked for plates the chef gave me real plates and Chelsea walks over and sees that I have real plates and gives me styrofoam plates “so they don’t have to do as many dishes” is what she said when I was handed the other plates. So the paper cups were probably so they didn’t have to do as many dishes. We also had problems with our tv so I called down to the front desk to have someone come help up with it they said that they didn’t have anyone to help us with that. They normally do they just weren’t here. Mind you it was a busy weekend you think they would have someone to help people with that stuff. Definitely not up to hilton standards very upset with this property and I won’t be coming back or recommend this property to...