Hilton Garden Inn Allentown Bethlehem Airport — Hotel in Hanover Township

Just going to lay out the good, the bad, and the ugly of this location if you’re considering staying here.

The good: They let you pick your room on the app and this was exactly the room I was given. Picked a high floor room away from the elevator. As soon as I checked in, I got a nice text from “Kim” who made sure my room was to my liking. She checked in periodically and it was very appreciated. I didn’t use the pool or hot tub but I did see they were open and operational. The bed was very comfortable!

The bad: Give yourself time to have breakfast if you get credits for your status. I planned for a buffet my first morning and didn’t have enough time. Wednesday morning, they had a delightful server who made a point to get my order quick and she was great! I wish she was still there today. Total opposite experience. Tuesday I didn’t receive housekeeping service, but I was given replacement waters and was charged for it despite being a gold Hilton Honors member. This boggled my mind. The housekeeper walked past my towels on the floor and looked at my bed, but didn’t do anything about them. The next day I asked for housekeeping and did receive it. I made note this morning on someone’s door was a note that said “We did not provide housekeeping today because you had your Do Not Disturb sign out”. This makes me believe they do provide housekeeping daily despite what I was told and what is standard at all other hotels.

The ugly: When I got to my room, the thermostat was set to 72, but the current temperature showed 76. I reached out to Kim and she sent someone up to look at AC, but nothing was wrong with it. I was informed they were fully booked and couldn’t move me. Every day when I got back from work, the room was around 76 degrees despite any temp I sent the room to. It did cool off each night, but this was very frustrating. I went to use the gym my first morning, tried the elliptical machine, it was all locked up and non-usable. Next treadmill displayed “error” and was also non-usable. Second treadmill worked, but was very old and hard to figure out. If you plan to use the gym, I would not stay here. Also yes, I did inform the front desk and I was told they would...

Well I'm living here in Allentown And it's hard to keep a good man down But I won't be getting up today

And it's getting very hard to stay And we're living here in Allentown

So my boss booked this hotel...... Working the allentown area. So from the first call I thought I was going to have a great experience at the hotel the person that took my phone call was a morning staffer and she was pleasant and made sure my requests were heard. When I got to the hotel it must have been a new woman who didn't take the phone call but she was very abrasive and didn't want to link my Hilton's honors account to my reservation I totally understand that my boss went through a third party booking but he does that all the time and I can always link my Hilton honors account so I can have everything on my app. Also when you're a Hilton Honors member you get free Wi-Fi. I pleaded with them after I got done working and they still didn't give me free Wi-Fi or link my number. They pretend that they didn't know how to or something and told me to call customer service. The big kicker is that they actually linked one of my coworkers Hilton Honors number with her the reservation. One of my other coworkers water ran through her ceiling creating a fire hazard where she had to stay out of her room for hours until they found a different room for her. I complain that I was getting headaches for my room and then I noticed that my heater was completely dirty I told them about it and they just said we'll try to clean it. 😏😏😏😏 they never did... Hilton do better..... I am very disappointed in this Hilton location they did finally on the second night give me access code to have free Wi-Fi. I'm also a Hilton AMX card holder so this was very disappointing to go to this Hilton location to be treated this way. The only good thing is that Francis enjoyed himself. I would give one star but I enjoyed the hot tub which it definitely was broken it didn't actually like have any bubbles. I did like that they had food options which I actually did not try. And the woman on the phone made sure that I got a room on the top floor away from elevators ice makers and I had a quiet room facing...

This particular location has shockingly poor management. I booked a room with a single king bed, and checked in on the app into a room with a single king bed. But when I arrived at the hotel a few hours later, I found that, without any sort of notice, my room had been changed to a different room, a few doors down the hall, with two queen beds. When I approached the front desk to ask what had happened, I was told "I don't know, I just got in". Naturally, my next question was to ask if there was anybody available who did know why my room was changed, but the only response I got was "No. I'm the manager on duty." After some additional back and forth, I was eventually told that "We had a pipe burst somewhere in the building - maybe your room was near where that happened." (Maybe?! You don't know?!) Then when I asked if there was anything that could be done, I was met with "Nope. Sorry, things happen." When I further pressed on why the room I received was different from the room I booked, I was given the entirely unhelpful response of "We're still giving you what you booked. All of our rooms are the same except for the beds" (apparently it was completely lost on this manager that different beds are, in fact, a difference - which is probably why they're listed differently on the booking site). Of course, I certainly understand that "things happen", and that a burst pipe is entirely out of the control of the manager on duty, but to change rooms on me with no notice or explanation, then to be completely stonewalled and told that there is nobody available who can offer an explanation, that there's no way to find out what actually happened, and that there's nothing that can be done about it, is amazingly unprofessional. [Note, I did eventually receive a partial refund, but that came only after about 15 minutes of arguing with the manager on duty, followed by a complaint submitted to the corporate customer relations team, which I will say did an excellent job, so this really seems like a "this particular location" issue rather than a generic...