Hilton Garden Inn Washington DC/Greenbelt — Hotel in Greenbelt

I am writing to formally complain to the Hilton Hotel about what happened to my family around 11 pm last Saturday (03/26/2022). My mother and I planned to travel to Washington D.C. from 03/26/22 to 03/27/22 and booked a two-day stay at Hilton Garden Inn Washington DC/Greenbelt, located at 7810 Walker Driver, Greenbelt, MD 20770. I couldn't go on a proper trip for the past two years because of my degree work, internships, and the pandemic. Even after graduating from graduate school earlier this year and getting my first job as a healthcare worker, I worked hard by risking my own life as an essential worker. So finally, I had a chance to travel with my mother for the first time in three years. It wasn't a long trip, but we were excited and made a reservation at "the Hilton Hotel," the best hotel for my mother, who supported me much throughout my graduate school journey during the pandemic. On the evening of the 26th, my mother and I headed to Washington D.C. after work. We arrived around 11:00 pm and entered the hotel, and we had a never-before-seen experience. When I tried to check-in, the hotel staff said no room was available. It was never an expected and acceptable excuse, but the staff said that the hotel had a wedding for two teams, and the system update was not smooth, so they did not have a room we reserved. I was so flustered that I asked two staff if there was a problem with our reservation alone. The answers from the staff were even more spectacular. In addition to us, more than 20 teams of reservations did not receive the room. What is the purpose of the "HOTEL"? The hotel is to provide comfortable and safe accommodation for customers. Hilton's vision statement said, "to feel the earth with the light and warmth of hospitality." What hospitality did my mother and I receive from the Hilton Hotel on the night of the 26th? What is the difference between non-professional and professional? Shouldn't professionals be able to deal with emergencies? Is Hilton not enough to deal with guest-related emergencies as the world's most prestigious hotel? There was no professional action worthy of the name "Hilton" in the actions of the two employees who were working that night. They did not provide countermeasures or help for customers in emergencies, and they were busy constantly making nonsense excuses. In addition to that, why did they not contact the guest if they found there was no room? The hotel should contact me as soon as they notice the rooms were overbooked. With this happening, Hilton hotel lost its trust. My mother and I were unable to stay in the room due to a hotel's mistake, which made us give up the trip we had been waiting for over the past few years. Why should we be the only ones to suffer losses? I am officially filing a complaint against the Hilton Hotel team, which believes it is proud to be one of the world's most prestigious hotels. Everyone in the world has a name. Every workplace or business in the world has a name. To not disgrace one's name, people work hard and try their best in their lives. Numerous people live day and night trying to shine on the name of their workplace by providing the best quality service to customers. What actions will Hilton take to protect the prestigious reputation of the "Hilton" and its mission statement, vision statement, and core value? We ask for a formal investigation and a formal apology for...

I wanted to let you know that I spent the last two days at the Hilton Garden Inn Washington DC/Greenbelt and checked out Thursday morning.  I will not return.

Unlike my previous visits, when I arrived on Tuesday evening, I was not treated as a welcome guest.  My experience was so contrary to my expectation, I am considering breaking from Hilton Honors altogether.

I completed online check-in.  When I arrived Tuesday evening around 9:30 pm, Justice accused me of already being in the hotel and I explained I checked-in online.  From my understanding, I have to check-in electronically to activate a digital key, but I must confirm the actual room upon arrival.

After handing me two bottles of water, Justice asked if I wanted breakfast or points.  I told him I wanted breakfast.  He handed me two breakfast vouchers.  I reserved a King room at the "Dine and Unwind" $171.00 rate.  When I asked Justice what my rate package provided, he RIPPED UP my breakfast coupons and handed me a free appetizer/cocktail voucher.  I was shocked!  He completely ignored my question and never told me what the package I purchased provided. He then argued with me for 10 minutes and informed me that I TOLD him I did not want breakfast, but rather the wine and dine (free drink/appetizer).  All I wanted was the package I purchased, which should not have eliminated my Diamond benefits.  Needless to say, the free appetizer/cocktail was NOT what I reserved.  Furthermore, I did NOT get the $25.00 food credit which IS the PACKAGE I paid for.  Justice also failed to inform me the kitchen closed at 10pm, so I missed my window to order food.

On Thursday morning, I skipped breakfast and checked out around 7:30 am.  Justice did not ask me how I enjoyed my stay.  He did not thank me for choosing Hilton Garden Inn.  And he did not ask me to return.  I gave him my name and room number, confirmed the credit card and he handed me my receipt.

My two coworkers had vastly different experiences.  One stayed at the Garden Inn and was treated very well by a gentleman who went out of his way to be pleasant.  This same young man smiled at me Wednesday morning and thanked me for staying at the Garden Inn as I walked past the desk.  My other coworker stayed at the Courtyard next door to the Garden Inn.  When he arrived at 9:30pm, they upgraded him to a two bedroom suite.  I had to fight for breakfast and eat frozen microwave pizza.

My coworkers, friends, and family are all shocked by my experience.  None of us (myself included) can comprehend someone ripping up vouchers and arguing with a customer, regardless of the reason.

When the manaher emailed me in April (regarding a poor experience in the hotel), he said, "At Hilton Garden Inn, we promise to do whatever it takes to ensure you are satisfied.  You Can Count On Us.  Guaranteed."

They...

Rating this property: -0||I've stayed at a lot of hotels because of my job over the years. I will have to say this is the worst experience I've ever had.|The hotel is in desperate need of a renovation. This property hasn't been refreshed since it opened. The entire hotel smells like mildew. This hotel is extremely dirty and nasty. The carpets, curtains, mattresses are old, dirty, and smell bad. The wall paper is peeling off the walls. The AC broke and wet the entire room and it smelled like mildew. They patched it up and didn't even fix it properly. This place will inconvenience the customer and the front desk staff have an attitude when things need to get corrected. ||Some of the workers have ok customer service while the rest needs to take a class on having good customer service. ||Donna, I'm assuming she's some kind of a manager from Louisiana. This lady has serious issues. She definitely needs to have a lot of refreshers on how to speak to guests and having excellent customer service skills. She's very rude speaking to the guests. Her daughter works there and is the same exact way as her mother "RUDE".||The housekeepers are nice and only do what they are told.||They have parties during the week knowing they have people in the building working early morning shifts. This is a very disrespectful property. ||The pool had stuff floating around it. The spa didn't work properly. ||Employers: If you have a job in the area and need a hotel for your employees. Please do not use this hotel. This hotel has parties in the downstairs area with a DJ and very loud bass music during the week. Your employees will not get any sleep. It's ridiculous! They are very disrespectful and have no consideration for people in the hotel. ||People in the parking lot sleeping in their cars. ||Make sure you park where you can see your car. Because when you come outside you will have stuff and scratches on your car.||The hotel washer and dryer are the first made it seems like. They make so much noise it's ridiculous. My clothes didn't dry I had to hang them up in the room. I didn't feel like dealing with old machines anymore.||The two elevators had major issues. I was definitely hesitant about getting on them.||Overall Observation: Go to a different hotel. This property shouldn't be under the Hilton brand. This place makes the entire brand a disgrace....