Hilton Garden Inn Devens Common — Hotel in Harvard

Save your money and stay at the SpringHill Suites next door.||We were in town for a regional youth track meet, and many of our teammates stayed at the SpringHill Suites. I booked two rooms at this Hilton property for over $1,000, and although the listing mentioned renovations, the amount of active construction was shocking. There were plastic tarps hanging from the ceilings that guests had to walk through, and loose floor coverings that weren’t taped down. Both my son and I tripped over them, as did other teammates.||The elevator was out of service during our stay, so we had to exit the building and walk around to get to the lobby each time. When we needed towels and toilet paper, no one would answer the phone at the front desk. In fact, there was rarely anyone at the front desk at all—no signage indicating they’d be back, nothing. We had to shout “Hello?” multiple times to get someone to respond.||To make matters worse, the front desk staff member checking guests in was jokingly asking, “How many flights of stairs would you like to walk today?” after explaining all the issues with the hotel. He even asked if he could get a discount himself! It was honestly unbelievable.||While in our rooms, we suddenly saw flashing lights and multiple fire trucks outside—it turned out there was a gas leak. That incident added even more stress to an already uncomfortable stay.||After checking out, resolving these issues became a nightmare. Dave, who answered the phone and claimed to be the front desk manager, was rude and completely unapologetic. I was told Jessica, the hotel manager, would handle our concerns, but she wasn’t available that weekend and we were instructed to call back on Monday. I did just that and left my name, number, and email with Dave, but after 72 hours with no response, I followed up again. Still no Jessica, and Dave refused to answer simple questions about the typical turnaround time for customer complaints.||I finally heard from Jessica five days later. Her first response to my frustration was, “I’m allowed to have days off,” and she made no effort to ask about my concerns. Instead, she cut me off repeatedly, saying she’d been getting messages about my calls daily and that there was “nothing she could do.” I expected far better communication and customer service—especially as a Hilton Honors member.||All of our teammates who stayed at this property had similar complaints. I truly wish we had stayed at the SpringHill Suites like the others. This experience was disappointing and completely unlike the quality I’ve come to expect...

Save your money, and stay at the Spring Hill suites next door. We were in town for a Regional youth track meet a lot of our team mates stayed at the same hotel. I booked two rooms for over 1000 dollars for two, it was indicated upon booking that the hotel was undergoing renovations but the amount of construction that was happening was very surprising, plastic tarps hanging from the ceilings that we had to walk through, tarps laid on the floor that were not taped down me and my son both tripped over it. We had other teammates who also tripped as well. During our time the elevator was not working. So we had to walk out and around the building the whole time we were there just to get to the lobby. We needed towels toilet paper replenished no one answered the phones at the front desk. There was never staff at the front desk or signs stating they will be back we had to yell “hello” multiple times to get someone to come to the desk. I’ve never experienced that with a Hilton before and I’ve stayed at many. While we were there, As we are in our rooms we see flashing lights and look outside to see multiple fire trucks we learner there was a gas leak. Not only these issues during my stay but trying to resolve my issues after my stay was a nightmare Dave the front desk staff that turned front desk manager during my calls this week was very unapologetic and rude. On Saturday during our stay We were told Jessica the hotel manager would handle our concerns but she was not in that weekend and to call Monday. When I spoke with Dave originally he took my info phone number email address after 72 hours of not hearing anything. Still no Jessica and Dave was very rude not wanting to answers questions of the normal turn around time to respond to a customer complaint would be I finally heard from Jessica today her response to me saying I been trying to reach her for about 5 days now was “I am allowed to have days off”. She was very unapologetic and didn’t even try to ask what my concerns were. Instead she tried to speak over me telling me she’s been getting messages everyday about me calling and there is nothing she can do. I would assume someone as a hotel manager would have way better customer service skills and if they know a loyal Hilton honors member is calling with complaints. They would try to call them back at their earliest convenience to try to issue. All of the team members that we traveled with had the same issues during our stay some of our teammates stayed at the hotel next-door. The Springhill suites and I wish we...

I truly dislike leaving negative reviews, but I believe it's essential to share my honest experience for the sake of others.

First, I want to commend the front desk staff, who are usually excellent. They genuinely strive to make things right.

Unfortunately, my recent stay was deeply disappointing. I booked a king room and, upon pulling back the sheets, discovered bodily fluids on a fully made bed. To make matters worse, there were numerous small hairs on the sheets, indicating that the bed hadn’t been properly cleaned. This was not just an oversight; it was appalling.

As a Diamond Elite member who has spent 120 nights in Hilton hotels this year, this experience stands out as the most disturbing I’ve encountered.

I returned to the front desk to inform the agent about the situation. She was wonderful, doing her best to manage an unfortunate scenario that was beyond her control. Very apologetic, she went to retrieve a full set of sheets, almost as if I was expected to change the bedding myself. When I inquired about this, she kindly upgraded me to a junior suite.

However, the suite was far from a solution. It had a strong moldy odor that was overwhelming, and I was too exhausted to protest. The carpeting was dirty, with hair sticking to my socks as I walked around—surely, vacuuming is a basic expectation?

While the bed was comfortable, the persistent smell was distressing. Even after eight hours, I could still smell the mold on my sweatshirt. The towels in the bathroom had long black hairs on them, and the sink was similarly unkempt. It was simply unacceptable.

Given the late hour, I felt trapped and unable to find alternative accommodations, putting my health at risk.

I could elaborate further, but I believe I’ve made my point clear.

As a loyal Hilton member, I’m now considering switching to another brand for my next...